Director Student Service Operations

About VU

At VU, we aim to be one of the leading impact universities in the world. VU is an impact‑driven university committed to equity, excellence and opportunity. Based in Melbourne’s west and connected globally, we put students first through the VU Block Model, dual‑sector pathways and strong industry partnerships. We are a values‑led, inclusive workplace where diverse talent is supported to make a real difference.

About the Team

Student Services & Administration (SSA) delivers end-to-end services that support students from enquiry and enrolment through to graduation. Our Operations team plays a critical role in ensuring high-quality, efficient and student-centred services across admissions, enrolments, student administration, service delivery and operational planning. Working collaboratively across the University, we are committed to innovation, continuous improvement and delivering exceptional experiences for every student.

About the Role

This is an exceptional opportunity to join Victoria University as the Director, Student Services Operations, providing strategic leadership across one of the University's largest and most critical service portfolios. Reporting to the Chief Student Officer, you will lead operational excellence across the student lifecycle, ensuring services are efficient, responsive and focused on student success. You'll partner with senior leaders across the University to drive continuous improvement, optimise service delivery, strengthen governance and lead transformational initiatives that enhance the student experience. This role offers the opportunity to shape strategy, influence organisational change and build a culture of innovation, collaboration and service excellence.

Position Key Duties

• Provide strategic leadership for Student Services Operations, ensuring exceptional service delivery across the student lifecycle.

• Lead operational planning, performance management and continuous improvement initiatives that enhance service quality and organisational effectiveness.

• Develop and implement operational strategies, governance frameworks and workforce planning to support the University's strategic objectives.

• Build strong partnerships across the University to influence decision-making, improve student outcomes and deliver enterprise-wide initiatives.

• Lead, develop and inspire a high-performing leadership team, fostering a culture of accountability, innovation and continuous improvement.

• Monitor operational performance, manage risk and use data-driven insights to inform strategic planning and service optimisation.

Position Details

• Classification: HEP 10
• Salary: $142,411 plus 17% Super
• Employment Type: Full Time – Ongoing/Permanent
• Hours per Week: 36.75
• Location: Footscray Park

For a detailed overview of the role’s duties and responsibilities, please refer to the Position Description - Director Student Service Operations

About You

We're looking for an experienced and collaborative senior leader who thrives in complex environments and is passionate about delivering outstanding services that make a real difference to students. You'll bring a strategic mindset, strong operational leadership and a track record of leading organisational improvement through people, data and innovation.

You will bring:

• Demonstrated success leading large, multidisciplinary operational teams within a complex organisation, ideally within higher education or a similarly regulated environment.
• Extensive experience developing and implementing operational strategies, service improvement initiatives and performance frameworks that deliver measurable organisational outcomes.
• Proven ability to lead organisational change, optimise business operations and foster a culture of continuous improvement, innovation and service excellence.
• Exceptional stakeholder engagement, communication and influencing skills, with the ability to build trusted partnerships across executive leadership, operational teams and external organisations.
• Strong analytical and strategic thinking capabilities, with experience using performance data, insights and governance frameworks to support informed decision-making.
• An authentic and inclusive leadership style, with a passion for developing people, empowering teams and delivering exceptional experiences for students and staff.

The University is a Child Safe organisation. You will be required to hold a current Employee - Working with Children Check (WWCC) or be willing to obtain one prior to commencing employment.

Who to Contact?

For further information relating to the position, please contact:

Name: Darrel Caulfield

Position Title: Chief Student Officer

Email: ***email_hidden***

How to Apply

To submit your application please click on the Apply button.

Applications must be submitted as a single document comprising:

• A cover letter
• Your curriculum vitae/resume
• Your responses addressing all selection criteria located in the position description
• Evidence of applicable qualifications, licences and registration

Applications will close Tuesday 14 July at 5pm. This advert may close earlier should a suitable candidate be identified. Early applications are strongly encouraged.

Visa sponsorship is not available for this position. This role requires for applicants to have full and permanent working rights in Australia.

Why Join VU

VU provides competitive salaries, excellent superannuation, and a variety of benefits. The university fosters an environment where staff can excel, achieve their goals, and develop their careers. With a focus on diversity, inclusion, and family-friendly policies, VU supports both professional and personal well-being. For more information, please visit our Careers at VU Webpage

Our Commitment

Victoria University is committed to fostering an inclusive, respectful, and socially responsible community. We honour our deep diversity by respecting First Nations perspectives and embedding sustainable approaches to Protecting Country, while championing progressive inclusivity for all—embracing Aboriginal and Torres Strait Islander peoples, people with disability, culturally and racially marginalised communities, LGBTQIA+ individuals, and people of all ages and socio‑economic backgrounds. As a WGEA Employer of Choice for Gender Equality , we strive to create a place where everyone feels they belong, and we ensure a positive, barrier‑free recruitment experience by providing adjustments and accessible formats upon request at [email protected] or (03) 9919 5999 .