Director, Service Excellence and Innovation

About the opportunity

Great opportunity for a service excellence and innovation professional to join the Central Operations Services team. As the Director, Service Excellence and Innovation you will lead the Service Excellence & Innovation team to support internal and external customers, ensuring service levels are achieved, customers’ expectations are met or exceeded, and business improvements are identified and delivered.

As Director, Service Excellence and Innovation you will be responsible for:

  • contributing to the development and implementation of COS strategic objectives and vision
  • leading the Service Excellence & Innovation future direction and strategy
  • managing the performance and development of Service Excellence & Innovation staff members
  • developing and implementing approaches that create a collaborative working environment across COS

About you

The University values courage and creativity; openness and engagement; inclusion and diversity; and respect and integrity. As such, we see the importance of recruiting talent aligned to these values and are looking for a Director, Service Excellence and Innovation who can demonstrate:

  • extensive experience contributing to a business units’ strategic objectives and vison 
  • experience developing a customer service culture that provided an outstanding experience while also meeting targets and KPIs.
  • experience managing and reporting on financials across an operating unit, including monitoring budgets and expenditure
  • strong leadership skills with the ability to define career goals for your team and enable them to progress
  • experience in defining, delivering and working with staff affected by organisational change
  • excellent critical thinking, strategic thinking and problem-solving skills

About us

As part of the Operations portfolio, COS is responsible for the strategic asset management of the University’s infrastructure assets and the delivery of customer centric, quality operational services for our internal clients (staff, researchers, academics and ultimately students).  COS consists of five portfolios that collectively achieve this objective:

  • Technical Services Support (TSS), including MYLAB
  • Asset Management and Operations
  • Shared Services Centre
  • Service Excellence & Innovation, including enablement functions such as Metrics & Reporting, L&D, Strategy, Continuous Improvement, Contract Management, WHS, Planning & scheduling etc.
  • Health, Safety, Environment & Compliance, Assurance.


Selection criteria

  • Outline a time when you have planned, developed and implemented strategic initiatives in a changing environment. How did you ensure the initiatives would be successful and taken on board by all team members 
  • How do you ensure your team are engaged, motivated and happy at work to ensure they are providing exceptional customer service and meeting goals and objectives set for them


Closing date: 11.30pm (AEDT) Sunday 29 November 2020

The University of Sydney is committed to diversity and social inclusion. Applications from people of culturally and linguistically diverse backgrounds; equity target groups including women, people with disabilities, people who identify as LGBTIQ; and Aboriginal and Torres Strait Islander people, are encouraged.

The University reserves the right not to proceed with any appointment.

© The University of Sydney

16/11/2020 $0 CBD, Inner West & Eastern Suburbs 1 CEO & General Management
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