About the Role

The Manager, Residential Services plays a key leadership role in creating a positive, safe and supportive experience for students living in Swinburne's Student Residences.

Leading a team of four Portfolio Officers, the role is responsible for ensuring residents receive high-quality, responsive and student-centred services throughout their time in residence. The Manager provides leadership, coaching and support to staff who work directly with students every day, helping them navigate a wide range of resident, wellbeing, operational and community-related matters.

Working closely with the Associate Director, Residential Experience, the role translates strategic objectives into effective service delivery practices and measurable outcomes. The Manager oversees the delivery of residential services across the portfolio, ensuring students receive consistent, high-quality support while residential operations run effectively and efficiently.

The role works collaboratively with teams across the University, coordinating closely with Facilities Management, Security and other specialist support services to ensure maintenance, operational and student support needs are addressed effectively. Acting as a key link between students, residences and University services, the role helps ensure issues are identified, coordinated and resolved in a timely and student-focused way.

The Manager, Residential Services also contributes to service planning, continuous improvement, risk management, budget oversight and performance reporting, using data and insights to enhance both operational effectiveness and the resident experience.

This is a full-time, ongoing position at our Hawthorn campus.

About You

To be suitable for this role you will need to have experience in the below key accountabilities:

- Experience in the tertiary accommodation sector, preferably within a residential or student accommodation environment.
- Demonstrated commitment to delivering high-quality services and positive outcomes for students, residents or customers.
- Experience leading, coaching and supporting frontline service teams to deliver excellent customer and service outcomes.
- Demonstrated excellence instakeholder management, relationship-building and communication skills, with the ability to engage effectively with diverse internal and external stakeholders, including contractors and service providers,



and collaborate to deliver outcomes.
- Experience in incident management and/or compliance frameworks, combined with strong knowledge of workplace health and safety (WHS), risk management, and emergency management procedures.
- Proven ability to develop, monitor and report on key performance indicators (KPIs), analyse performance data, and translate insights into strategic and operational improvements.
- Experience in budget management, financial planning, and reporting processes.
- High-level organisational, analytical, and problem-solving skills, with the ability to manage competing priorities and deliver outcomes within deadlines.
- Availability to work flexible hours, including occasional evenings and weekends, as required.

About Swinburne University of Technology

Swinburne’s strategy draws upon our understanding of future challenges. We choose to build Swinburne as the prototype of a new and different university – one that is truly of Technology, of Innovation and of Entrepreneurship. We are committed to a differentiated university proposition in education and research.

Our Ad Astra strategy is the cornerstone of Swinburne’s bold ambition to lead globally in technology-driven education and research. This strategy positions us to create transformative solutions, empower learners, and partner with industry to thrive in an ever-changing world.

What We Offer You!

- Work your way with adaptable working arrangements, including hybrid options and generous parental leave to support a balanced lifestyle.
- Exclusive staff discounts, including discounted Medibank health insurance, 50% off Swinburne courses and other partner offers.
- Swinburne offers 17% super and salary packaging options, including car leasing and extra super contributions.

Want to learn more? Head over to our benefits page!

To Apply

Please submit your CV and cover letter addressing the Key Selection Criteria and your suitability for this position.

To review the Position Description and to apply,



please scroll down to the bottom of the page.

If you are viewing this advert from an external site, please click ‘apply’ and you will be redirected to Swinburne’s Jobs website to access the Position Description at the bottom of the page.

Please Note: Appointment to this position is subject to passing a Working with Children Check.

If you are experiencing technical difficulties with your application, please contact the Talent Acquisition team at ***************@swin.edu.au

Applications Close: Thursday 3rd September.

Swinburne offers flexible working options contained in our leave and parenting/carer policies to support work-life balance.

Diversity, Equity and Inclusion

Swinburne has become a world-class university, driving social and economic impacts through science, technology, and innovation. As a dual-sector university, our vision is for people and technology working together to build a better world.

Central to our vision is our commitment to diversity, equity, and inclusion. We pride ourselves on being an equal opportunity employer focused on attracting, retaining, and developing great talent. We work to remove barriers related to gender identity, culture, ethnicity, sexual orientation, disability, and age.

We strongly encourage applicants from diverse Aboriginal and Torres Strait Islander communities. Our Moondani Toombadool Centre leads our Indigenous education and culture at Swinburne, guided by community wisdom and leadership.

We support applicants with disabilities, and reasonable adjustments can be requested at any stage of the recruitment process.

For reasonable adjustment requests - including accessible formats of the position description, application form, or other documents, please contact ***************@swin.edu.au or call +61 3 9214 3550. Please note: this phone number is for disability and reasonable adjustment enquiries only. General enquiries about the role can also be emailed to ***************@swin.edu.au.

Victoria’s Commitment to Action: Improving international student employment outcomes.

As a signatory to Victoria’s Commitment to Action, Swinburne seeks to remove barriers to international graduate employment. We welcome and encourage applications from international graduates.

As a Circle Back Initiative Employer, we commit to responding to every applicant.

📌 Manager, Residential Services (Hawthorn)
🏢 Swinburne University
📍 Hawthorn