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Lead a newly established service delivery team focusing on complex case management and operational student administration. Oversee workforce planning, service performance, and stakeholder relationships to ensure high-quality student outcomes across the student lifecycle.
Requires an experienced people leader with a background in service delivery or student administration, preferably within a tertiary education environment. Must have unrestricted Australian work rights and the ability to work on-site five days a week across Sydney campuses.
The Students Portfolio is seeking an experienced and people-focused Team Leader, Service Delivery to lead critical service delivery functions, including a newly established team of complex case managers. This is a unique opportunity to lead a high-performing team operating across both specialist case management and frontline student administration services.
Reporting to the Manager, Service Delivery, you will oversee managing workforce planning, service performance, operational priorities, stakeholder relationships and continuous improvement initiatives – all ensuring student service expectations are met and exceeded. You will play a key role in shaping the approach to service delivery within the Student Services Portfolio, ensuring students receive timely, coordinated and student-centred support.
Your key responsibilities will include
Leading cross-functional student administration teams to deliver high-quality, student-centred services across the student lifecycle.
Managing team performance, workforce planning and resource allocation across both functions.
Providing leadership and oversight for complex, sensitive and escalated student matters.
Acting as a key escalation point for high-risk cases and operational issues.
Driving continuous improvement, service innovation and operational excellence.
Building strong relationships with stakeholders to deliver positive student outcomes.
About you
You are an experienced people leader who combines strong operational management capability with a genuine passion for student services.
You will bring
Experience leading high-performing teams in a service delivery, customer service or student administration environment.
Strong leadership, coaching and stakeholder management skills.
Confidence managing complex, sensitive or escalated matters and supporting staff through challenging situations.
Demonstrated ability to improve processes, lead change and drive service excellence.
Exceptional organisational, problem-solving and decision-making skills.
Experience within a tertiary education environment and knowledge of student administration processes will be highly regarded.
This role requires flexibility and a strong on-site presence. You may be required to travel across Sydney campuses and potentially the wider region to support operational needs. This is a fully campus-based position, working five days per week on-site. In addition, availability to work through the University’s seasonal period is essential to ensure continuity of service for our student community.
Sponsorship / work rights for Australia
You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.
Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University. Also, to meet the University’s obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.
EEO statement
At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds.
We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion.
Applications (including a cover letter, CV, and any additional supporting documentation) can be submitted via the Apply button at the top of the page.
For employees of the University or contingent workers, please login into your Workday account and navigate to the Career icon on your Dashboard. Click on USYD Find Jobs and apply.
For a confidential discussion about the role, or if you require reasonable adjustment or any documents in alternate formats, please contact Tooba Fida, Recruitment Operations by email to [email protected]
© The University of Sydney
The University reserves the right not to proceed with any appointment.
Click to view the Position Description for this role.
A non-profit Group empowering enthusiasts to learn, build and grow with cutting-edge research and technologies.
At GDG USYD, we unite students and tech enthusiasts with the common goal of using technology for good. 💻🪴🌏 To this end, our community orchestrates initiatives designed to empower young professionals to drive solutions that have an impact felt locally and globally. Supported by Google, we provide exclusive access to exceptional resources and a vast network.
Offices: Camperdown, NSW 2006, AU
A non-profit Group empowering enthusiasts to learn, build and grow with cutting-edge research and technologies.
At GDG USYD, we unite students and tech enthusiasts with the common goal of using technology for good. 💻🪴🌏 To this end, our community orchestrates initiatives designed to empower young professionals to drive solutions that have an impact felt locally and globally. Supported by Google, we provide exclusive access to exceptional resources and a vast network.
Offices: Camperdown, NSW 2006, AU
