• Reports to Senior Consultant, Digital Transformation

• Permanent, Full-Time

• Client-facing role

• Excellent English (essential)

• Philippines-based, corporate leadership background preferred

• Critical thinker with proven problem-solving ability

We are looking for someone to join our International Team as a Senior Consultant, Service Delivery Management - Higher Education (Digital Transformation) for our client projects. This role will sit within our Digital Transformation business line, supporting universities and higher education providers to deliver exceptional post-implementation and operational support.

In this role, you will be accountable for managing the transition of technology projects into operational support, delivering high-quality service to clients, and driving ongoing improvements across client engagements. 

You will be working across complex, multi-stakeholder environments, with a strong focus on managing incident, request, change, and escalation processes/ You’ll take ownership of major incidents, coordinate resolution activities, monitor performance, and continuously identify opportunities for service improvement, ensuring SLAs and client expectations are met. 

• Accountable for high quality service support functions
• Ownership of Incident, Request, Change and Escalation processes, ensuring timely response, accurate reporting and establishing service improvement activities when required
• Manage the helpdesk function, ensuring support tickets are triaged, assigned, resolved, and closed within SLA.
• Take ownership of major incidents, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed
• Ensure a strong understanding of technology projects is developed so that service transition impact is known and planned for
• Accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans
• Creation of standard operating procedures for key service delivery functions
• Become the trusted advisor of customers by effectively understanding key goals and strategizing with Service Delivery team to support and ensure customer success
• Manage stakeholder communication and expectation management
• Work with delivery teams to ensure meeting of SLA’s and standard turn-around times

• Proven experience managing end-to-end service delivery or technology projects, including meeting hard deadlines and delivering to scope.
• Strong background in helpdesk or service desk operations, with experience triaging and resolving support tickets in a client-facing environment.
• Familiarity with cloud-based software or SaaS platforms, ideally in a support or implementation role.
• Fluent in English as you will be the primary point of contact for clients, partners, and coordinating the work with our internal team. You should be able to effectively communicate requirements, timelines, etc. Experience in collaborating with clients and partners to achieve project goals is important
• Highly organised, able to manage competing priorities and meet strict deadlines without compromising quality and thrives in a fast-paced environment. You need to ensure that activities are tracking to plan and schedules, and deliverables are submitted on time without compromising quality.
• Demonstrated success in managing mid-to-large projects, with a proven ability to deliver on-time and within scope.
• Comfortable handling complex or escalated service issues and driving them to resolution.
• Able to roll their sleeves up and do the leg work in key project activities.

Desired (but not essential):

• Experience working with higher education institutions or supporting education-focused IT systems.
• Exposure to transitioning technology projects into managed service environments
• Familiarity with ITIL or similar service management frameworks
• Experience supporting cloud-based SaaS tools or platform deployments
• Experience working with international teams

Other Requirements:

• A modern computer with minimum specs: i5 processor or equivalent, 8GB RAM (ideally 16GB), 250GB HD and must support and capable of running software used by DVE including Microsoft 365 suite, Microsoft Visio
• Fibre, DSL or Cable internet as your main internet connection (stable) with internet speed of at least 150Mbps
• A backup 5G internet connection
• Conducive work environment and home office setup
• Chrome browser, Adobe Acrobat reader
• UPS/backup generator (preferred)

Some of the reasons why you should be a member of the DVE Team:

• Full-time, long-term contract
• Ability to work from home and not have to commute to and from work
• Experience working with an Australian company
• Challenging and rewarding, with opportunities to progress and grow your role and career
• Work with a great team that supports you.
• HMO and leave benefits
• Opportunity to receive periodic coaching from senior team members

DVE Business Solutions is a growing consulting company with a difference, led by South Australia Telstra Young Business Woman of the Year Jo Schneider. DVE clients are predominantly in the education sector with Universities and Higher Ed providers being core focus. With our communicative and collaborative methodology, DVE drives positive change that makes a difference in the areas of People, Process, Structure and Technology.

We work every day to change education from the inside out, and our work is underpinned by our core values - Work as OneTeam | Practice what we preach | Maintain client focus | Enjoy what we do.