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.