Product Manager - IT Services

• Full time continuing role as a Product Manager – IT Services
• Starting salary: $153,933 plus generous (17%) Super and Leave loading
• Location: Kensington campus in NSW (Hybrid Flexible Working) 2-3 days in the office

About UNSW:
Join Australia’s #1 university, aqnd a Global top 20 university (2027 QS World University Rankings)⁰. It is a place where talented people come together to solve real-world challenges and create meaningful impact. Our scale, diversity and ambition set us apart. We are a community of thinkers, makers and problem-solvers—thoughtful, practical and purposeful in how we work. If you want a career where you can thrive, be challenged and do meaningful work, you’re in the right place.

Why this role matters:
As a Product Manager - IT Services, you will play a critical role in shaping the end-to-end customer experience for enterprise-wide IT services. You will collaborate with cross-functional teams to design, prototype, and deliver user-centric services that meet the needs of our customers and drive business success. The Product Manager - IT Services plays an essential role in adoption of platforms and products by creating seamless, client-centric experiences. You will design the service ecosystem and deliver the change needed to make services easy to use and attractive to our uses.
The role reports to Senior Manager – Platforms and Services.

Accountabilities for this role include:

• Design Enterprise-wide IT services for a wide-ranging set of capabilities at UNSW
• Identify Service Request requirements with key stakeholders and design Service Request forms; identify any approval requirements, design support workflows, write use cases and test cases to validate stakeholder needs.
• Collaborate with product managers, engineers, and other stakeholders to ensure alignment and feasibility.
• Develop and maintain design documentation, including design principles, patterns, and standards. and Conduct usability testing and gather feedback to iterate and improve service designs.
• Develop and iterate on service concepts, including customer interfaces, workflows, and interactions, to support a whole of UNSW Technology cohesive and client-centric service experience.
• Develop user personas, journey maps, and service blueprints to inform design decisions
• Develop and document service management plans, hand-offs in DevSecOps processes and facilitate communication between teams to create change and operations understanding between teams.
• Prototype and test service concepts with clients to gather feedback and validate design decisions before implementation; Support implementation, go-live and postproduction change.
• Facilitate communication and collaboration between different team members and stakeholders to ensure a consistent and holistic approach to services for enterprise products and services
• Proactively identify and lead opportunities for operational improvements and implement changes.
• Share knowledge and provide training to promote cross-functional collaboration and skill development within the team.

Who you are:

• Team player and can collaborate across end users, business partners, technology teams.
• Deep expertise and experience in working fast within a large enterprise environment.
• Significant individual contributor and ability to deliver quick incremental changes, documentation and communication with customers and developers.
• Significant understanding of developer experience in AWS and Azure
• Experience in service design and process improvement, with a focus on Human-Centred Design principles including Double Diamond design process model.
• Proven experience in service management design, specifically in creating and maintaining services across infrastructure and application domains.
• Excellent communication, collaboration, and project management skills.
• Familiarity with ITIL or other IT service management frameworks.
• Experience working with cross-functional teams, including Product Managers, engineers, and business stakeholders, to ensure alignment of service design with overall product vision and objectives.
• Knowledge of customer research methods and tools, such as interviews, surveys, and usability testing, to inform design decisions.
• Familiarity with security practices and frameworks relevant to cloud and hybrid environments.
• Understanding DevSecOps principles and practices.
• Continuous learning mindset to stay up to date with industry trends, emerging technologies, and best practices in service design and cloud/hybrid infrastructure services.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training. Pre-employment checks required for this position
• Tertiary qualification in Computer Technology (or equivalent), supplemented with demonstrated success in an IT environment and managing multiple complex projects in a large and diverse organisation and subsequent relevant experience.

Benefits and Culture

• Flexible Working Options (work from home, flexible hours etc) 

• Career development opportunities

• 17% Superannuation contributions and additional leave loading payments 

• Additional 3 days of leave over Christmas period

• Discounts and entitlements (retail, education, fitness)

To apply:  Please submit your CV, Cover Letter and responses addressing the required Who you are criteria.

Please note: Sponsorship is not available for this role; valid Australian working rights are required on application.

Pre-Employment Checks

As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

Contact: Jen MacLachlan - Talent Acquisition Partner- e: ************@unsw.edu.au

Please apply through the application portal as we do not accept direct applications to the email above.

Applications close: Thursday 10th of September at 11.30pm

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

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