Manager, HiQ Service Integration and Transition

• Reference number: 26035
• Term: Fixed-term, full-time basis for twelve (12) months
• Remuneration: $172,761 to $193,229 pa. (HEW10) (Inclusive of $145,985 to $163,281 salary pa, 17% superannuation and 17.5% recreation leave loading)
• Location: Gardens Point (hybrid option available)
• Open to: Applicants who have unrestricted work rights in Australia for the duration of the fixed-term appointment. In support of our strategic priority of Indigenous Australian success, Aboriginal Australians and Torres Strait Islander people are encouraged to apply. Please note that current staff wishing to be considered for secondment to this position must seek prior approval from their supervisor before submitting an application.

Who are we looking for?

We are seeking a Manager, HiQ Service Integration and Transition to join Student Engagement, Administrative Division.

With HiQ handling thousands of enquiries each month, the Manager, HiQ Service Integration and Transition will contribute to one of the most visited service channels on campus by working closely with other managers to support service integration and alignment. This is a richly complex environment, spanning high-volume contact centre operations, front-line service delivery, and marketing-focused future-student engagement campaigns. The role presents a strategic opportunity to collaborate on streamlining enquiry handling across channels, elevating the student experience, and driving digital innovation in alignment with QUT’s broader Digital and Connections Strategies. This fixed-term role has been established to assist HiQ during a transition period focused on service uplift and maturity. The Manager, HiQ Service Integration and Transition will lead and coordinate operational and service alignment across HiQ’s Contact Centre and Service Points/Future Students teams to strengthen practices and enhance service delivery. This role will ensure continuity of service, foster consistent approaches, and support strategic initiatives including the outcomes from the Contact Centre maturity assessment. The position will act as a key liaison between both teams, senior leadership, and external partners to enable a smooth transition and improved student experience, while promoting collaborative and inclusive practices.

We’re offering this role as a hybrid position as part of QUT’s commitment to embracing the opportunities created by a more virtual and connected world.

About us

QUT is a major Australian university with a global outlook and a 'real world' focus. We are an ambitious and collaborative institution that seeks to equip our students and graduates with the skills they will need in an increasingly disrupted and challenged world.

HiQ is QUT’s central service hub and first point of contact for students, staff, and the broader community. Operating across two campus locations, Gardens Point and Kelvin Grove, HiQ delivers support via phone, email, online chat, and in-person at dedicated service points. The service manages high-volume, complex enquiries spanning study and library support, student administration (including enrolment, admissions, fees, credit, and ID services), and IT assistance. Peer concierges and specialist staff work seamlessly within dynamic digital-first spaces, ensuring a modern, engaging, and accessible experience..

What you need to succeed

1. Education, training and/or experience equivalent to postgraduate qualifications in a relevant area combined with extensive experience.
2. Demonstrated leadership experience in complex, high-volume service environments, ideally involving large-scale enquiry management.
3. Strong stakeholder engagement skills with the ability to influence alignment of practices across diverse teams.
4. Proven ability to lead operational change and foster collaboration in dynamic, multi-team settings.
5. Experience in managing change and service improvement in contact centre operations and/or student service delivery at scale.
6. High-level analytical and problem-solving skills, including the ability to leverage data and technology to improve service outcomes.
7. Excellent communication and influencing skills, with the ability to engage effectively at all levels.

Life at QUT

We're committed to building a culture that fosters connection between people and purpose. Beyond personal and professional fulfillment, a career at QUT offers:

• A healthy work-life balance with a blend of on-campus and off-campus work arrangements for applicable positions. 
• Competitive remuneration with up to 17% superannuation and leave loading of 17.5%. 
• Generous parental leave including primary carer parental leave of up to 26 weeks (including 17% super). 
• Stay healthy with Fitness Passport and enjoy discounted rates on private health insurance. 
• Purchased Leave Scheme - up to 8 extra weeks. 
• Salary Packaging Scheme for additional superannuation contributions, vehicle leasing, and on-campus services such as childcare, parking, and gyms. 
• Numerous opportunities for professional development including leadership programs and workshops, and our study assistance scheme.
• Commitment to our Indigenous Australian staff  through initiatives such as the Indigenous Australian Staff Network, Cultural and Ceremonial Leave, Staff Development Workshops, and representation on university committees. 

Explore more benefits of life at QUT.

Belong at QUT 

We are guided by our values of Ambition, Integrity, Inclusiveness, Innovation, and Academic Freedom and our QUT Connections in our mission to inspire and shape the next generation of change-makers. 

As part of our commitment to fostering an inclusive workplace, we proudly support our Indigenous Australians Employment Strategy, aiming for an Indigenous Australian workforce participation of 3.6%. We extend a warm invitation to Aboriginal Australians and Torres Strait Islander people to join us in pursuing a rewarding career at QUT.

We believe that diversity is our strength and are dedicated to creating safe, inclusive spaces where everyone can thrive. We strongly encourage individuals from diverse cultures, ages, linguistic backgrounds, sexual orientations, and gender identities, and those who are living with disabilities to apply for positions at QUT.

At QUT, diversity is not just embraced—it's celebrated. See our commitment

How to Apply

Discover the possibilities that await with a career at QUT. If you're ready to embark on a journey of innovation and opportunity, we're excited to meet you.

Find out more about this position and submit your application by clicking 'Apply' or the link below.

View the job details at: https://qut.nga.net.au/?jati=818F9257-384E-42BE-0F43-ECAA49B2BDEC

Job opens: 16-Feb-2026

Applications Close: 02-Mar-2026 at 11.30pm

View Position Description here

Apply via: https://qut.nga.net.au/?jati=818F9257-384E-42BE-0F43-ECAA49B2BDEC

About QCIF

QCIF Digital Research is a not-for-profit organisation dedicated to research excellence and catalysing innovation through cutting-edge data and digital infrastructure and enterprise solutions. We support researchers across Australia with expertise and training in AI, informatics, statistics, advanced computing, and software development.

As an NCRIS node, we play a key role in national platforms such as the Australian BioCommons and the ARDC's Nectar Research Cloud.

QCIF is a project partner to researchers and clients in delivering excellence and impact. Our flexible engagement models, ranging from embedded staff to tailored support packages, offer expertise in grant preparation, research design and beyond.

About You

As part of QCIF leadership team, we are seeking an outstanding technologist with significant experience to lead a team which delivers innovative, high-quality and time-driven results for a wide variety of research and development programs across academia, governments and industry. This position offers an outstanding opportunity to work with leading researchers and the national innovation ecosystem to deliver societal impact through use of cutting-edge data and digital capabilities.  

The position provides strategic leadership and guidance in information security and cybersecurity across the organisation, identifying relevant standards, best practices, and tools and delivering solutions to ensure the confidentiality, integrity, and availability of our digital assets and information. In addition to security excellence, the position requires demonstrated success in team leadership, project management and customer orientation. 

Duties 

Duties and responsibilities include, but are not limited to: 

• Assist in developing the strategic direction of the organisation  
• Lead and define the long-term vision for QCIF’s Information Security and Cybersecurity 
• Act as an information security and cybersecurity subject-matter expert for the organisation, informing our input to collaborators and partners 
• Provide technical expertise in the design and delivery of information security and cybersecurity solutions 
• Provide considered and well-informed information security and cybersecurity leadership, advice, and guidance across the organisation. 
• Expand and enhance the existing information security and cybersecurity framework, policies, processes, and procedures to ensure the organisation's information assets are secure and compliant. 
• Lead and ensure implementation and consistent application of information security and cybersecurity policies and standards across the organisation. 
• Conduct security risk assessments and develop and implement remediation plans to address identified risks. 
• Lead the development of monitoring, threat detection, and alerting capabilities across the organisation's environments. 
• Collaborate with product and technology teams to embed security-by-design in the software development lifecycle. 
• Develop project evaluations and proposals with collaborators and partners 
• Interface with collaborators and partners to manage expectations and ensure satisfaction 
• Effectively communicate progress and outcomes to collaborators and clients  
• Manage teams and projects to ensure delivery of quality outcomes on time and within budget 
• Participate in tender and grant application process including design, submission and review  
• Identify new and emerging digital technologies to ensure QCIF stays at the forefront 
• Interact and engage with other external organisations to create alliance for promotion, technology trials and technology development 
• Represent QCIF at conventions, seminars and official occasions 
• Where appropriate, report results to the scientific community via papers, presentations or posters  
• Lead and participate in the development and delivery of training workshops 
• Assist with the development and implementation of plans for staff professional and personal development, ensuring staff retention 
• Use safe manual handling techniques, practice safe work habits in line with QCIF Policies  
• Wear protective clothing provided where necessary and take a consultative role in assisting and maintaining a clean, tidy work area and a healthy and safe working environment  
• Report any health or safety hazards, faults, repairs, broken or damaged company property, cleaning needs and accidents immediately 
• Ensure all equipment is kept in good working order and used only for the purpose for which it was intended 
• Consult with employees on health and safety matters that impact them 
• Be fully conversant with emergency procedures  

Required Experience       

Qualifications 

• Minimum of a Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field. 
• Minimum 8 years of experience in IT operations and/or information/cybersecurity. 
• At least 3 years of experience applying cyber and information security know-how in higher education/research. 

Knowledge and Skills 

• Expert knowledge of information security standards and their application. 
• Proven experience in leading information security and cybersecurity initiatives. 
• Strong understanding of security frameworks and standards (e.g., NIST, ISO 27001). 
• Experience with security technologies and tools. 
• Fundamental knowledge in digital and IT technologies 
• Fundamental knowledge of project management methodologies 
• Demonstrated negotiation and problem resolution skills 
• Demonstrated ability to manage multiple research projects 
• Ability to relate to a wide range of scientific research disciplines  

Experience 

• Proven track record of successfully implementing information security and cybersecurity programs. 
• Experience working in a similar role or industry. 
• Strong communication and leadership skills. 
• Outstanding record of accomplishments in project management 
• Demonstrated experience in leading high-performance teams 
• Experience with managing customer and stakeholder relationships  
• Experience with tender and grant writing  

Personal Qualities 

• Strategic thinker and practical implementer including an ability to recognise and capitalise on opportunities  
• High level of personal motivation and initiative as well as the ability to work as part of a team  
• Demonstrated commitment to client service and continuous improvement  
• Demonstrated commitment to personal and professional development  
• Professionalism and integrity  
• Strong customer service orientation  
• Excellent interpersonal, oral and written communication skills  
• Capacity to embrace novel ideas