Job Description

R-20805

• UQ Library
• Join a new Library directorate dedicated to student experience and IT services.
• Leverage your strong leadership skills as well as experience in service models, design and delivery, to develop successful student-focused teams.
• Collaborate with directors and senior leaders to deliver holistic student IT and support services.
• Based at our St Lucia campus

About UQ

As part of the UQ community, you’ll have the opportunity to work alongside the brightest minds, who have joined us from all over the world.

Everyone here has a role to play. As a member of our professional staff cohort, you will be actively involved in working towards our vision of a better world. By supporting the academic endeavour across teaching, research, and the student life, you’ll have the opportunity to contribute to activities that have a lasting, real-world impact.

Join a community where excellence is at the core of our culture, contributions are valued and a range of benefits and rewards are available, such as:

• 26 weeks paid parental leave or 14 weeks paid primary caregiver leave.
• 17% superannuation contributions.
• 17.5% annual leave loading.
• Access to flexible working arrangements including hybrid on site/WFH options, flexible start/finish times, purchased leave, and a condensed fortnight.
• Health and wellness discounts – fitness passport access, free yearly flu vaccinations, discounted health insurance, and access to our Employee Assistance Program for staff and their immediate family.
• On campus childcare options.
• Great public transport connectivity, end of trip facilities and cheap parking (from just $5 a day).
• Salary packaging options.

About This Opportunity 

This is a leadership role in the Library. Reporting to the Director, Library Student Experience, this role leads the strategic development of student IT, technology training and client experience services, including increasing student and staff digital capabilities and improving the student experience through excellent customer service and student engagement. This role has responsibility for Student Digital Capability, Client Experience and Technology Training teams and provides high-level coordination of in-person and digital student-facing support services across the Library in addition to supporting staff digital capabilities across the University. This involves:

• Leading staff across multiple teams and service delivery areas to deliver whole of University information, student IT and digital capability support.
• Identifying areas of emerging priority and leading new initiatives, including the development of business cases, to ensure the Library continues to deliver globally-leading best-practice services which contribute to University strategy.
• Lead and champion ongoing transformation of the Library’s student experience offerings to ensure user-centred high-value services.

The Senior Manager will be an active participant in the overall strategic and organisation culture development, planning and management of the University of Queensland Library. Their leadership will contribute to positioning the Library at the forefront of the University’s support for digital capabilities amongst students and staff.

 Key responsibilities include:  

• Provide strategic leadership for, and promotion of, the Library Student Experience to ensure that students, staff and library clients are able to maximise their use of Library resources and services available to support learning, teaching and research.
• Lead and develop the Client Experience, Student Digital Capability support and Technology Training teams and student-focused digital and technology service delivery areas. Create a culture of high performance to ensure effective support of all aspects of customer, information and student IT service delivery to meet the teaching, learning and research needs of UQ campuses and sites.
• Ensure high-level coordination, planning and development of all aspects of operations within the Client Experience, Student Digital Capability support and Technology Training teams and student-focused digital and technology service delivery areas, including managing the preparation, implementation and monitoring of the budget for Library Student Experience in association with the Director.
• Engage, influence and collaborate with a range of stakeholders throughout the Library and University, including Library Technology Service, the University Information Technology Services (ITS), Institute for Teaching and Learning Innovation (ITaLI), Academic Services Division, Student Affairs Division, Faculties and Staff Development.  
• Provide leadership in the implementation and continuous improvement of front-facing client, student IT and technology training services, and ensuring a collaborative culture that supports the vision of the Library and the University.
• Regularly review student IT and customer services, and make appropriate recommendations to the Director by studying, evaluating, and re-designing processes and revitalising digital and technology service delivery areas. In addition, establish and communicate evidence-based user-centred service metrics, monitor and analyse results, and implement applicable changes.
• Participate in the recruitment, selection, deployment, development/mentoring and performance management of staff.
• Active membership of the Library Executive (LX) in the overall strategic development, planning and management of The University of Queensland Library to position the Library to be at the forefront of the support for teaching and research. 
• Provide high-level advice to the Director to ensure the Library continues to deliver globally-leading best-practice client-facing services which contribute to the client experience and University Strategy, and partner with other areas of the organisation to embed Library services in the broader operations of the University.
• Positively and effectively promote the mission of The University of Queensland Library and its contribution to UQ and beyond.
• Ensure that all actions adopt the One UQ policy and culture.

This is a full-time continuing (permanent) position.

At HEW level 9, the full-time equivalent base salary will be in the range $123,496.74 to $130,685.52, plus a generous super allowance of up to 17%. The total FTE package will be up to $144,491.19 to $152,902.06 annually. 

About You

• A university degree at postgraduate level and extensive relevant experience, including extensive leadership experience and proven management expertise delivering IT support, customer service and technology training; or an equivalent combination of relevant experience and/or education and training.
• Knowledge of service management systems and trends in digital and information technology service delivery to support the student experience, teaching and research, with a demonstrated understanding of human-centred design and evidence-based practice and service development.
• Highly developed leadership skills and demonstrated excellence and experience in leading, motivating and developing a team of high-performing staff to deliver service excellence and inspiring a working culture of psychological safety, recognition and ongoing development.
• Highly developed interpersonal skills and demonstrated emotional intelligence to contribute and manage effectively in a variety of work situations alongside excellent oral and written communication skills with experience communicating effectively across multiple stakeholders.
• A demonstrated ability to lead people through change in a supportive and empathic way, and a mindset of inclusivity and support for colleagues.
• Strong awareness of, and commitment, to inclusivity and equity principles, organisational ethics, risk management and occupational health and safety policies and practices.
• Ability to influence and interact productively with academic and professional staff at all levels of the organization with a demonstrated ability to exercise judgment and initiative, with an ability to work collaboratively in a large and diverse organisation.
• Demonstrated ability to communicate vision, set goals, develop priorities, meet timelines, and motivate teams to focus on client-centred support.

In addition, the following mandatory requirements apply:

• Work Rights: You must have unrestricted work rights in Australia for the duration of this appointment to apply. Visa sponsorship is not available for this appointment. 
• Background Checks: All final applicants for this position may be asked to consent to a criminal record check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. 

 
Questions? 

For more information about this opportunity, please contact Jeffery Cruz at j.cruz@library.uq.edu.au. For application queries, please contact recruitment@uq.edu.au stating the job reference number (below) in the subject line. 
 

Want to Apply? 

All applicants must upload the following documents in order for your application to be considered:

• Cover letter addressing the ‘About You’ section.
• Resume 

Please note that you will be asked to add all documents into the one upload box labelled ‘resume’, which is step one of the application form.
 

Other Information 

At UQ we know that our greatest strengths come from our diverse mix of colleagues, this is reflected in our ongoing commitment to creating an environment focused on equity, diversity and inclusion.  We ensure that we are always attracting, retaining and promoting colleagues who are representative of the diversity in our broader community, whether that be gender identity, LGBTQIA+, cultural and/or linguistic, Aboriginal and/or Torres Strait Islander peoples, or people with a disability. Accessibility requirements and/or adjustments can be directed to recruitment@uq.edu.au 

If you are a current employee (including casual staff and HDR scholars) or hold an unpaid/affiliate appointment, please login to your staff Workday account and visit the internal careers board to apply for this opportunity. Please do NOT apply via the external job board.

Applications close Tuesday 23 May 2023 at 11.00pm AEST. Please note that interviews have been tentatively scheduled for 2 June 2023.

Job Reference – R-20805