Job Description

University of New South Wales – Kensington NSW

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

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Join Australia's #1 university, aqnd a Global top 20 university (2027 QS World University Rankings). 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.

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Why this role matters

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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.

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Accountabilities for this role include

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- Design Enterprise-wide IT services for a wide-ranging set of capabilities at UNSW
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- 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.
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- Collaborate with product managers, engineers, and other stakeholders to ensure alignment and feasibility.
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- Develop and maintain design documentation, including design principles, patterns, and standards. and Conduct usability testing and gather feedback to iterate and improve service designs.
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- 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.
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- Develop user personas, journey maps,



and service blueprints to inform design decisions
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- Develop and document service management plans, hand-offs in DevSecOps processes and facilitate communication between teams to create change and operations understanding between teams.
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- Prototype and test service concepts with clients to gather feedback and validate design decisions before implementation; Support implementation, go-live and postproduction change.
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- Facilitate communication and collaboration between different team members and stakeholders to ensure a consistent and holistic approach to services for enterprise products and services
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- Proactively identify and lead opportunities for operational improvements and implement changes.
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- Share knowledge and provide training to promote cross-functional collaboration and skill development within the team.
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Who you are

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- Team player and can collaborate across end users, business partners, technology teams.
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- Deep expertise and experience in working quick within a large enterprise environment.
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- Significant individual contributor and ability to deliver quick incremental changes, documentation and communication with customers and developers.
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- Significant understanding of developer experience in AWS and Azure
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- Experience in service design and process improvement, with a focus on Human-Centred Design principles including Double Diamond design process model.
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- Proven experience in service management design, specifically in creating and maintaining services across infrastructure and application domains.
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- Excellent communication, collaboration, and project management skills.
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- Familiarity with ITIL or other IT service management frameworks.
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- 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.
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- Knowledge of customer research methods and tools, such as interviews,



surveys, and usability testing, to inform design decisions.
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- Familiarity with security practices and frameworks relevant to cloud and hybrid environments.
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- Understanding DevSecOps principles and practices.
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- Continuous learning mindset to stay up to date with industry trends, emerging technologies, and best practices in service design and cloud/hybrid infrastructure services.
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- An understanding of and commitment to UNSW's aims, objectives and values in action, together with relevant policies and guidelines.
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- Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training. Pre-employment checks required for this position
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- 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.
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Advantages and Culture

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

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17% Superannuation contributions and additional leave loading payments

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Additional 3 days of leave over Christmas period

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Discounts and entitlements (retail, education, fitness)

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For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

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Pre-Employment Checks

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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.

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Applications close: Thursday 10th of September at 11.30pm

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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.

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

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

📌 Product Manager - IT Services (Rand)
🏢 University Of New South Wales
📍 Rand