IT QUT - QUT's IT Transformation Phase 2

 
 
IT QUT - QUT's IT Transformation Phase 2
IT@QUT

                        QUT’s IT Transformation
                                Phase 2:

                Final Change Management and
                  Implementation Plan (CMIP)

   Learning Environments and Technology
              Services (LETS)


Change Sponsor:
Deputy Vice-Chancellor, Division of Technology, Information and Library Services (TILS)




Version – FINAL – REVISED


18 May 2018
CRICOS Institution Code 00213J
IT QUT - QUT's IT Transformation Phase 2
Contents
1      Introduction...................................................................................................................................... 3
    1.1       Interdependencies with the ITS and SPMO Proposal for Change.......................................... 3
2      Change decision ............................................................................................................................. 3
       2.1.1          Changes to service portfolio management ..................................................................... 3
       2.1.2          Changes to the delivery of technology support ............................................................... 4
       2.1.3          Implementation of enterprise AV technology service ...................................................... 5
       2.1.4          Realigning positions supporting Lecture Capture system to ITS .................................... 5
       2.1.5          Realigning support for hardware and software procurement from ITS ........................... 5
       2.1.6          Changes to the LETS leadership team ........................................................................... 5
3      Implementation feedback ................................................................................................................ 5
    3.1       Staff feedback ......................................................................................................................... 6
       3.1.1          Document error ............................................................................................................... 6
       3.1.2          Technology Support Officer position title ........................................................................ 6
       3.1.3          Technology Partner role and position description ........................................................... 6
    3.2       Feedback from unions ............................................................................................................. 7
       3.2.1          Impact on key services .................................................................................................... 7
       3.2.2          Impact on staff ................................................................................................................. 7
       3.2.3          Employment arrangements ............................................................................................. 8
       3.2.4          Job families ..................................................................................................................... 8
       3.2.5          Management of recruitment and selection processes .................................................... 8
4      Implementation of the change decision .......................................................................................... 9
    4.1       Commencement ...................................................................................................................... 9
    4.2       Recruitment and selection processes ..................................................................................... 9
    4.3       Position transfer process ....................................................................................................... 10
    4.4       Position title and description updated ................................................................................... 10
    4.5       Discontinued positions .......................................................................................................... 10
    4.6       Reduction in job families ....................................................................................................... 11
    4.7       Discontinued positions and reduction of position pool .......................................................... 11
5      IT Transformation program and interdependencies ...................................................................... 12
6      Engaging, consulting and supporting staff .................................................................................... 12
    6.1       Engaging ............................................................................................................................... 12
    6.2       Supporting staff and building capability ................................................................................ 13
7      Stakeholders and proposed timeline ............................................................................................. 13
Appendix A: Organisational charts ........................................................................................................ 14
       Figure 1: LETS: Director’s Office .................................................................................................. 14
       Figure 2: LETS: Technology Support ............................................................................................ 15
       Figure 3: LETS: Learning Environments ....................................................................................... 16
Appendix B: Workforce profile impacts ................................................................................................. 17
    Table 1: Workforce profile impacts - LETS – Director’s Office ......................................................... 17
    Table 2: Workforce profile impacts – LETS – Technology Support .................................................. 17
    Table 3: Workforce profile impacts – LETS Learning Environments ................................................ 20
    Table 4: Workforce profile impacts – ITS Infrastructure Services..................................................... 21
Appendix C: Position Descriptions ........................................................................................................ 22
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IT QUT - QUT's IT Transformation Phase 2
1 Introduction
The background and rationale for change was outlined in QUT’s IT Transformation – Phase 2: Draft
Change Management and Implementation Plan – Learning Environments and Technology Services
(LETS) (‘draft CMIP’) and, prior to that, QUT’s IT Transformation – Proposal for Change Phase 2:
Learning Environments and Technology Services (‘the Proposal’).

There are seven (7) aspects to the change:
   • Development of a new service delivery model for technology services
   • Changes to the LETS leadership team
            o Establishment of a new Associate Director, Technology Support position.
   • Development of a new approach to the management of service portfolios
            o Creation of two (2) new Service Manager positions for two broad service portfolios
            o Discontinuing the Manger, Service Design and Business Process position.
   • Changes to the delivery of technology support
            o Creation of five (5) ongoing Technology Partner positions to strategically partner with
                faculties / institutes / divisions.
            o Discontinuing the six (6) ‘IT Coordinator’ positions
            o Structures and position descriptions for technology support roles be simplified and
                refreshed; linked HEW Level position descriptions to be discontinued.
   • The management of Learning Environments is made more consistent through the
       implementation of an enterprise AV technology service
            o Creation of two (2) new positions (Manager, Learning Environments Design and
                Projects (HEW10); and Project Manager (SaMA projects) (HEW8)) to manage learning
                environments projects and support and maintenance activities
   • Lecture Capture support realigns from LETS to ITS, to be consistent with other learning and
       teaching systems support
            o Staff currently supporting the Lecture Capture system realign from LETS to ITS
   • Hardware and software procurement activities realign from ITS to LETS to be consistent with
       other client computing support activities.

This Final Change Management and Implementation Plan (‘Final CMIP’) outlines:
    • The Change Decision;
    • Feedback and response on the Proposed Implementation of the Change Decision, and
    • Implementation of the Change Decision.


1.1       Interdependencies with the ITS and SPMO Proposal for Change
In response to the ITS and SPMO Proposal for Change released on 18 April, many considerate and
insightful responses were submitted. As at 16 May, the Transformation team, HR, and ITS and SPMO
senior leaders are continuing to follow up with some staff and stakeholders on the feedback received
to further inform the decisions being made. To allow time for that work to be undertaken, the ITS and
SPMO Draft CMIP is still being prepared, and will be released on Tuesday 22 May 2018. The ITS and
SPMO Final CMIP, to be released in June, will provide additional detail about transition planning and
recruitment processes, which will proceed as one process encompassing LETS, ITS and SPMO
positions.


2 Change decision
Based on the rationale in the Proposal, feedback from staff and stakeholders during the consultation
process and further consideration by the University, it was determined that change is required as
outlined below.

2.1.1 Changes to service portfolio management
It has been decided to create two (2) new ongoing Service Manager (HEW10) positions for two broad
service portfolio areas:

      •    Service Manager, Collaboration and Communication; and
      •    Service Manager, Client Technology Services & Support.

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IT QUT - QUT's IT Transformation Phase 2
A copy of the position descriptions for the Service Manager roles are included in Appendix C.

It has been decided to transfer the Collaborative Technologies Information Management Officer
(HEW 7) from the Library to LETS to report to the Service Manager, Collaboration and Communication.

It has been decided to discontinue the following position as it is no longer required:

    •   Manager, Service Design and Business Processes (Governance and Quality) (HEW9).



2.1.2 Changes to the delivery of technology support
It has been decided to create five (5) ongoing strategic engagement ‘business partner’ positions, titled
Technology Partners (HEW9):

    •   Technology Partner – Divisions
    •   Technology Partner – Health / IHBI
    •   Technology Partner – SEF / IFE
    •   Technology Partner – Business / Law
    •   Technology Partner – CI / Education / QUTIC

A copy of the position description for the Technology Partner role is included in Appendix C.

It has been decided to discontinue the following six (6) ‘IT Coordinator’ positions as they are no longer
required:

    •   Manager, Information Technology (HEW9)
    •   IT Manager (HEW8)
    •   Team Leader - IT & Web (HEW8)
    •   Digital Services and Information Manager (HEW8)
    •   Information Technology Team Leader (HEW8)
    •   Information Technology Services Coordinator (HEW7)

It has been decided that structures and position descriptions for technology support roles will be
simplified and refreshed and that future Technology Support Officer positions will be classified at one
level, rather than linked across two classification levels (i.e. HEW5/HEW6 linked).

    •   incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at
        the HEW6 classification level will transition to a HEW6 Technology Support Officer role.
    •   incumbents currently occupying a linked HEW5/HEW6 Technology Support Officer position at
        the HEW5 classification level will transition to a HEW5 Technology Support Officer role.
    •   ‘specialist’ technology support roles realigned to TILS during Phase 1 will directly transition to
        the organisational structure as follows:
            o HEW7 positions will be directly transitioned to a new, common position description titled
                 Senior Specialist Technology Support Officer (HEW7);
            o HEW6 positions will be directly transitioned to a common position description titled
                 Specialist Technology Support Officer (HEW6); and
            o one (1) HEW4 Computer Support Assistant will directly transition to a Specialist
                 Technology Support Assistant (HEW4) position.

It has been decided that one (1) new ongoing Logistics Officer (HEW5) position will be created.

It has been decided to discontinue the following position as it is no longer required:

    •   Applications Programmer (HEW7).

The Technology Support organisational chart is at Appendix A: Figure 2. All position descriptions are
at Appendix C.




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IT QUT - QUT's IT Transformation Phase 2
2.1.3 Implementation of enterprise AV technology service
It has been decided to create two (2) new positions to support an enterprise approach to AV support
for non-specialist teaching rooms and meeting rooms:

    •   Manager, Learning Environments Design and Projects (HEW10).
    •   Project Manager (SaMA projects) (HEW8).

Position descriptions for these positions are included in Appendix C.

It has been decided that the two (2) technology support positions (HEW6) (Technology Support Officer
# 50025 and Systems Specialist #123218) in the Learning Environments team will be reduced to one
(1) position. If either of these two staff are not successful in obtaining a position in the new LETS, ITS
or SPMO structure, then the reduction of one (1) position will be achieved through a process of inviting
Expressions of Interest for a Voluntary Redundancy and, if required, Involuntary Redundancy.

2.1.4 Realigning positions supporting Lecture Capture system to ITS
It has been decided to transfer the Lecture Capture system’s management, support, and positions from
LETS to ITS:

    •   the Technology Support Officer (Lecture Capture) (HEW6)
    •   the contracts of the two fixed-term Lecture Capture positions will be honoured.

2.1.5 Realigning support for hardware and software procurement from ITS
It has been decided to realign the hardware and software procurement function into LETS. Workforce
impacts of this change are as follows:

    •   a new ongoing Software Licensing Officer (HEW6) position will be created within LETS. The
        position description is included in Appendix C.
    •   two ongoing positions within ITS’ procurement team will be discontinued as they are no longer
        required:
            o Software Licensing Coordinator (HEW7)
            o Administrative Assistant (HEW4)
    •   the contracts of the two fixed-term positions within ITS procurement team will be honoured;
            o Software Licensing Assistant (HEW5)
            o Software Acquisitions Assistant (HEW5)

2.1.6 Changes to the LETS leadership team
Recruitment to the Director, LETS position is currently underway, following the departure of the former
Director in January 2018. The current acting Director, LETS is on secondment from HiQ.

The Associate Director, Learning Environments position will continue.

A new Associate Director, Technology Support position (SSG) has been created, and recruitment will
commence shortly. The role will become a key part of the proposed LETS leadership team and be
responsible for the delivery of new client-focused service model.

The Technology Support Manager position, which was created as a temporary role to assist with the
transition of technology roles into LETS, will not continue.



3 Implementation feedback
There were two (2) written submissions received from staff during the consultation period on the
proposed implementation of the change decision outlined in the Draft CMIP. Verbal feedback was also
provided to the Change Sponsor and others through wider consultation across the University. Verbal
feedback was also provided to the Change Sponsor (DVC (TILS)) by the National Tertiary Education
Union (NTEU) and Together Branch of ASU during a recent Joint Consultative Committee meeting with
QUT.



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IT QUT - QUT's IT Transformation Phase 2
3.1      Staff feedback
3.1.1 Document error
There was feedback regarding the use of an incorrect position title in one of the organisational charts
included in the Draft CMIP.

    University response to feedback related to 3.1.1

    The University notes this feedback and the organisational charts have been corrected for inclusion
    in this Final CMIP.



3.1.2 Technology Support Officer position title
There was feedback regarding the use of the position title Technology Support Officer for both the
HEW 5 and HEW 6 positions in the Technology Support team. The feedback proposed that the
HEW 6 Technology Support position be renamed Senior Technology Support Officer to differentiate
between the positions at the two classification levels.

    University response to feedback related to 3.1.2

    As was noted in the Draft CMIP, there were a number of pieces of feedback on the Proposal for
    Change regarding the position title for Technology Support Officers, particularly to the proposed
    change in title for Technology Support Officers at a HEW 5 level to Client Service Officer. The
    feedback was considered by the Change Sponsor and LETS leadership team, and with advice from
    HR at that time, the title was reverted to Technology Support Officer, with further consultation invited
    from staff.

    The IT Transformation Program team appreciates the feedback suggesting ‘Senior’ be incorporated
    into the HEW 6 Technology Support Officer position title. However, there is a need for consistency
    with the use of the Senior demarcation for other roles at a HEW 7 in the same department. For that
    reason, it will not be used for a HEW 6 Technology Support Officer role. The position description
    sets out the difference between the duties and responsibilities of the two roles.



3.1.3 Technology Partner role and position description
There was feedback regarding the Technology Partner role. Specifically this feedback asked about the
assignment of Technology Partners to specific faculties and knowledge transfer between staff in
Technology Partner roles. This feedback also listed a number of tasks and activities currently
undertaken by IT Coordinators on behalf of the faculties they are aligned with, and noted that not all
activities are specifically identified in the Technology Partner position description.

    University response to feedback related to 3.1.3

    The University notes this feedback and acknowledges the importance of knowledge transfer across
    all technical roles including the Technology Partner. A number of activities, including the
    development of a knowledge database, have already commenced to facilitate knowledge transfer
    among the IT Coordinators’ group. Technology Partner staff will be a team and this will also further
    drive knowledge sharing and will be used to manage workload across client areas.

    Position descriptions do not include all tasks undertaken by staff but outline the typical activities,
    duties and capabilities required. The activities of the roles will be further co-designed in collaboration
    with the staff who are appointed to the roles and with client areas. There will be a need to review
    these services in an ongoing way to ensure consistency of service across client areas. Consultation
    on these services with faculties, institutes and divisions has commenced during the IT Transformation
    Program and will continue as the CMIP is implemented.




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3.2       Feedback from unions
The NTEU provided one response containing consolidated feedback in relation to the LETS Draft CMIP
and to the ITS and SPMO Proposal for Change. Below is general feedback provided on both documents
and specific feedback relating to the LETS Draft CMIP.

3.2.1 Impact on key services
The NTEU indicated that many of their members recognise that change can be a positive force to drive
efficiencies and improve effectiveness but concerns were held about the way the current proposals will
be implemented and the impact that it may have on support for key services.

    University response to feedback related to 3.2.1

    The university recognises the critical importance of delivering quality and responsive service to both
    staff and students of the university. Whilst services may be delivered in different ways the focus will
    be on ensuring that all staff and students receive a high level of service, one which is designed and
    delivered from their perspective as users.

    Simplifying processes through redesign and system improvements aims to improve the user
    experience at an enterprise level and remove differential service delivery between organisational
    areas of the university.



3.2.2 Impact on staff
In summary, the NTEU members were concerned about:

      •    a loss of experienced and competent staff
      •    an increase in middle management at the expense of a decrease in frontline staff
      •    extended wait time to fix outages and respond to service issues
      •    increased workload and decreased morale for remaining staff


    University response to feedback related to 3.2.2

    The proposed organisational structure and staffing allocation has been designed to ensure that
    experienced and capable staff are transitioned to the new service delivery model. Additional training
    will be provided to all staff where required, which will also promote career development opportunities.

    The new service delivery model is predicated on a number of key principles including promoting and
    maximising self-service where possible. This will free staff to focus on higher level strategic and
    tactical operations. Importantly, staff and students will always be able to have their issues resolved
    by TILS staff if self-service options are not appropriate. For these reasons, it is not anticipated that
    wait time to fix outages or response to service issues will increase. The intention is to have
    specialised and trained staff deployed in critical areas to minimise service disruption, outages and
    delays in the first instance.

    The new model is not about increasing the workload of staff. However, the activities that some staff
    are currently performing may change or cease, or the way they undertake them may be different.
    The workload of staff will be carefully monitored by supervisors and managers, and staff will be
    encouraged to escalate any issues of concerns immediately.




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3.2.3 Employment arrangements
The NTEU also commented that the proposals did not address the various employment arrangements
currently in place for different roles such as flexible hours, TOIL, etc.

    University response to feedback related to 3.2.3

    The current employment arrangements in place with supervisors/managers will continue where
    possible for the agreed period.

    Staff are encouraged to discuss these arrangements with their new supervisors as soon as possible.
    Decisions about continuing any arrangement will be made by the new supervisor following discussion
    with the relevant staff member.




The Together Branch of the ASU also provided one response containing consolidated feedback in
relation to the LETS Draft CMIP, and the ITS and SPMO Proposal for Change, and the Finance and
Resource Planning Transformation Proposal for Change. Below is general feedback provided which is
relevant to the LETS Draft CMIP.

3.2.4 Job families
Some concern was expressed that from the proposed job descriptions and job titles that it appears that
decisions had already been made about which staff would transition into the positions in job families in
the new structure.

    University response to feedback related to 3.2.4

    There have been no decisions made about which staff in job families would transition to the new
    structure. All staff in job families have the option to apply for positions in the new structure. Should
    the reduction of staff to the job families not be achieved through this recruitment process (or a
    subsequent recruitment process) then Expressions of Interest will be invited for a Voluntary
    Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process (clause 58.5). The
    particular role that staff members remaining in the job family will transition to will be a decision made
    by the relevant supervisor following discussion with staff.



3.2.5 Recruitment and selection processes
Together supported the decision to provide opportunity for fixed-term staff to apply for any vacancies
ahead of any external advertising but would like the University to consider voluntary redundancy options
in the first instance.

    University response to feedback related to 3.2.5

    The University would like to clarify that it is not a requirement that staff in discontinued positions apply
    for roles in the new structure: it is an individual’s choice and decision about whether to apply for
    vacant roles.

    The University acknowledges that some staff may like to accept a redundancy, however, in job
    families to be reduced in size, it is not possible to provide the option of Voluntary Redundancy in the
    first instance (that is, before the recruitment and selection processes) because relevant staff within
    the job family may secure opportunities in the new structure through those recruitment and selection
    processes. This may result in there being no surplus within job families which would mean that bona
    fide redundancies could not be offered. (It remains the case that any redundancies as part of the IT
    Transformation Program are not offered to people in any position, but only to people in those
    particular positions no longer required.)




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4 Implementation of the change decision
4.1       Commencement
Progressive implementation of the changes to the LETS organisational structure will be undertaken in
coordination with other activities of the IT Transformation Program. In particular, recruitment to vacant
positions will not commence until the ITS and SPMO Draft CMIP is released, and feedback on that Draft
CMIP received and considered. Given that, and as per Section 1.1, the Final CMIP for ITS and SPMO
will provide the definitive information for ITS, SPMO and LETS implementation of change.

The following key activities will need to be completed for this LETS implementation to occur:

      •    Transition plan developed with staff involvement. Please refer to the ITS and SPMO Draft
           CMIP for information about this process
      •    Transfer of staff
      •    Recruitment to vacant positions
      •    Consultation with stakeholders and finalisation of service and engagement models.

These activities will be undertaken at different times and where specific schedules are currently known,
they are outlined in this CMIP. The activities will be sequenced and managed to maintain business
continuity to ensure that high quality service delivery continues during the transition period. Maximising
employment security for staff is also a key consideration.

The IT Transformation Program team will coordinate these activities. Where timelines are not currently
known or are dependent on the outcomes of other IT Transformation activities, these will be
communicated to impacted staff by the IT Transformation Program team.


4.2       Recruitment and selection processes
There are twelve (12) new positions created in the LETS department as a result of this change (that is,
eleven (11) staff positions and one (1) senior leadership position).

In determining the process to fill new positions, the University is committed to maximising job security
for ongoing staff whose positions are being discontinued, or whose job family is being reduced in
number, and to avoid redundancies where possible. The IT Transformation Program is also committed
to ensuring business continuity is maintained so that services are not unintentionally disrupted during
the implementation of the changes.

To balance these principles, a three-stage approach will be followed for recruitment of staff into new
positions:

1. Internal advertisement of positions to a pool of affected staff from LETS, ITS, and the SPMO
   consisting of:
        • Ongoing staff whose substantive position is no longer required, and
        • Ongoing staff whose position is part of a job family to be reduced in number in the new
            structure. (“Eligible Staff”)
2. If suitable candidates cannot be identified for all positions from the initial (Stage 1) recruitment
   process, unfilled positions will then be opened to TILS staff who are;
        • In fixed-term roles, or
        • In ongoing positions directly transitioning to the new structure. (The introduction of this
            category of staff is the result of feedback received on the ITS and SPMO Proposal for
            Change. All staff are encouraged to refer to the ITS and SPMO Draft CMIP and Final CMIP
            for further details.)
3. If suitable candidates cannot be identified for all positions during Stage 2, all unfilled positions will
   then be opened to all QUT staff, and external applicants and will be advertised externally.

In acknowledgement of the later release of the ITS and SPMO Proposal for Change, and to allow
Eligible Staff to apply for new / unoccupied positions in the proposed structures (of LETS, ITS and the
SPMO), recruitment will commence at a time that provides all Eligible Staff with the opportunity to apply
for suitable positions.



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The recruitment process will be aligned across the LETS, ITS and SPMO changes. Any changes to
the recruitment process arising from feedback to the ITS and SPMO Proposal for Change and Draft
CMIP will also be applied to the LETS CMIP. At this stage, the recruitment process is scheduled to
commence on 18 June. However any changes to the ITS and SPMO Proposal for Change (for example,
in response to feedback) could impact on these timelines. The IT Transformation Program team will
coordinate further communications regarding timelines and processes for advertisement and
recruitment to affected staff across LETS, ITS and the SPMO.

The material to be submitted by Eligible Staff as part of the application process will be outlined in the
relevant position description under the heading ‘How to Apply’. The relevant panel chair will shortlist
and determine all further selection processes. Shortlisted candidates will be advised of the relevant
selection processes and will have the opportunity to advise if they have a disability and require any
reasonable adjustment to the selection process.

The panel will only recommend appointment of Eligible Staff if they are considered suitable.

4.3   Position transfer process
There are three (3) positions which will be transferred out of LETS and into other areas and one (1)
position which will transfer into LETS. These positions will transfer at a time determined by the
DVC (TILS) in consultation with the staff members, their current managers, and the managers of their
new organisational areas.

4.4   Position title and description updated
The majority of positions across LETS will transfer directly to the new structure. Position titles will be
updated as indicated in Section 3 and position descriptions will be simplified and refreshed. New
position descriptions will be made available to staff and their supervisors. Position titles will be updated
as part of the implementation, commencing from Monday 21 May.

4.5   Discontinued positions
There are ten (10) discontinued positions.

To ensure business continuity and knowledge transfer, staff will remain in their current positions
undertaking their current duties until a redundancy date (if required) has been determined. It is likely
that a redundancy date will not be before 30 September 2018.

QUT has an obligation to avoid redundancies wherever possible. If there are consequential vacancies
(resulting from stages 1 and 2 of the internal recruitment processes) HR will contact those staff
members who remain in a discontinued position, or in a job family that is still to be reduced, to determine
if they intend to apply for those consequential vacancies. Depending on their intentions, HR will work
with TILS to determine the next steps. Although this may cause some delays, it will ensure that all staff
at risk of redundancy have every opportunity to secure alternate employment in the University. It will
also ensure that any redundancy is a bona fide redundancy.




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Staff in discontinued positions who do not secure alternate positions will be advised in writing that they
may elect one of the following options, as outlined within the Enterprise Agreement:

      •    Agree to a voluntary redundancy;
      •    Seek Redeployment in accordance with the University’s Redeployment policy (B/11.3
           Redeployment); or
      •    Seek a review of the decision that the position is redundant.

Eligible Staff will be able to obtain a redundancy quotation by contacting Rebecca Millard, Human
Resources Project Officer, at rebecca.millard@qut.edu.au.

Some staff have substantive positions which are being discontinued but are currently on secondment
or on a concurrent fixed-term contract which may end after the redundancy date or redeployment date.
In this case, the redundancy date or redeployment date will be the date their secondment or concurrent
fixed-term contract ends, and there will be no further extension to the secondment or concurrent fixed-
term contract.

A staff member whose position is being discontinued can apply for any other position/s at QUT outside
of this change process. Where the staff member is appointed to an ongoing position either before the
redundancy date or within three (3) months of the redeployment date, they will not be entitled to any
redundancy benefit.

4.6       Reduction in job families
The two (2) technology support positions (HEW6) (Technology Support Officer # 50025 and Systems
Specialist #123218) in the Learning Environments team will be reduced to one (1) position.

Both staff members substantively appointed to the technology support positions (HEW6) (Technology
Support Officer # 50025 and Systems Specialist #123218) are eligible to apply for any vacancies
created through this change process and any that may be created as part of the ITS and SPMO change
process, via the relevant recruitment and selection process.

If neither is appointed to a new vacant position in LETS, ITS or SPMO, then a reduction of one (1) FTE
is required. In this case, the redundancy provisions in the Enterprise Agreement will be applied with a
call for a Voluntary Redundancy (clause 58.4) and, if required, an Involuntary Redundancy process
(clause 58.5). The objective criteria that will be used to determine redundancy (Voluntary, and if
required, Involuntary) are as follows:

      1. In depth technical understanding and knowledge of Microsoft Enterprise Management and
         Apple Enterprise management systems and technology.
      2. Ability to build the high level managed operating environment in readiness for the handover
         point to other technical support teams for specific tailoring for individual users.
      3. Demonstrated analytical skills including troubleshooting in order to contribute scalable
         solutions for to assist in resolving complex problems.
      4. Strong testing skills to ensure accuracy and working order of technology build for use by
         thousands of end users.
      5. High standard interpersonal and customer service skills with demonstrated experience in
         communicating complex technology issues clearly and confidently at different levels within the
         organisation.


4.7       Discontinued positions and reduction of position pool
If a staff member’s employment with QUT terminates for any reason (e.g. resignation or dismissal) prior
to the redundancy date or within three (3) months of their redeployment date, they will not be entitled
to any redundancy payment or benefit.

A staff member who accepts, or is made redundant, will not be eligible for ongoing, fixed-term or
casual/sessional employment for a period of twelve (12) months from the date of separation. For further
information see the University’s policy (B/7.13 Re-engagement following redundancy or early
retirement).




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5 IT Transformation program and interdependencies
This CMIP is closely linked and interdependent with any other changes that come out of the IT
Transformation Program including the ITS and SPMO Draft and Final CMIPs. The IT Transformation
team and Change Sponsor have worked through various approaches to break down this complex and
detailed set of changes into actionable steps.

ITS and SPMO change process timelines for reference
 Timeline                        Activity
 Wednesday 18 April 2018         Proposal for Change released
 Thursday 3 May 2018             Consultation on Proposal for Change closes
 Tuesday 22 May 2018             Draft Change Management and Implementation Plan (CMIP)
                                 released
 Tuesday 5 June 2018             Consultation on Draft CMIP closes
 Friday 15 June 2018             Final CMIP released
 Monday 18 June 2018             Implementation commences



Figure 4: Overlay of updated timelines for LETS, ITS and SPMO change processes




6 Engaging, consulting and supporting staff
6.1   Engaging
The University’s aim is to engage with staff throughout the transformation process to unlock the value
for students and staff, and enhance the sustainability and performance of QUT’s operations. This will
be achieved through the sharing of information, encouraging consultation and feedback, and providing
opportunities for active participation throughout this process.

A dedicated Digital Workplace site is available at:
https://qutvirtual4.qut.edu.au/group/staff/technology-and-facilities/technology-services/it-function-
review


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6.2   Supporting staff and building capability
As noted at section 2.2.1 above, the University will continue to support staff and provide opportunities
to build capability, to ensure successful transformation underpinned by the following REAL World
Capabilities.
    • Agility and openness to change
    • Future focused thinking
    • Leadership of strategy, action and others

HR’s programs that provide capability building, support, resources and information are available at
https://sharepoint.qut.edu.au/divisions/das/hrd/career/SitePages/Workshops.aspx.

As individual staff members respond to change in different ways, support is available through the
University’s free confidential counselling and support services provider, Assure Programs (1800 808
374). A dedicated Manager Hotline is also available.


7 Stakeholders and proposed timeline
 NAME                               POSITION                     INTEREST IN PROJECT
 Ms Judy Stokker                    DVC, TILS                    Sponsor
                                                                 Leadership of LETS department
 Mr Mark McCormack                  Acting Director, LETS
                                                                 during change
                                                                 Alignment with ITS Proposal for
 Mr Chris Bridge                    Director, ITS                change
                                                                 LETS staff transitioning to ITS
                                                                 Alignment with SPMO’s Proposal
 Mr Colin Hewitt                    Associate Director, SPMO
                                                                 for change
                                    Executive Deans, Institute
 Faculties, institutes, divisions   Managers, Heads of           Clients for technology services
                                    Division
 Ongoing staff whose
 substantive roles are directly                                  Consultation and Feedback
 impacted by the change
 Union Representatives                                           Consultation and Feedback


The following contacts are available to answer questions about the IT Transformation change process:

• Leanne Levinge, IT Transformation Manager, x83309, l.levinge@qut.edu.au
• Ms Judy Stokker, DVC (TILS), j.stokker@qut.edu.au

 ACTIVITY                                                          TIMELINE
 LETS Final Change Management and Implementation Plan
                                                                   Wednesday 16 May
 (CMIP) distributed

 Implementation commences                                          Monday 21 May

 Recruitment process commences                                     Monday 18 June




13
Appendix A: Organisational charts
Figure 1: LETS: Director’s Office




14
Figure 2: LETS: Technology Support




Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role.




15
Figure 3: LETS: Learning Environments




Note: Fixed-term positions are not shown on this proposed structure. All fixed-term contracts will be honoured. See tables in Appendix B for specific information for each role.




16
Appendix B: Workforce profile impacts
All fixed-term contracts will be honoured. Fixed-term positions are not included in the tables below except in the case that their position is transferred.



 Legend             New position                  Transitioned                        Discontinued position                   Transfer                     Number of positions reduced




Table 1: Workforce profile impacts - LETS – Director’s Office
                                   Current
                                   Position                                                        Position         Current               Position
     Current Position Title        Number                        New Position Title                                                                     TYPE            Implementation
                                                                                                   Classification   Classification         Status

                                   NEW                Associate Director Technology Support        SSG                                   Fixed-term             Recruitment, within the external
                                                                                                                                                                market, will commence shortly.

                                   NEW                Service Manager Collaboration and            HEW10                                 Ongoing Full           New position.
                                                      Communication Services                                                             Time

 Collaborative Technologies        0000184840         Collaborative Technologies Information       HEW7             HEW7                 Ongoing Full   SUB     Position transferred into LETS
 Information Management                               Management Officer                                                                 Time
 Officer
 Manager, Service Design and       0000181220                                                                       HEW9                 Ongoing Full   SUB     Position discontinued.
 Business Processes                                                                                                                      Time
 (Governance and Quality)
 Administration Officer            0000134443         Administration Officer                       HEW5             HEW5                 Ongoing Full   SUB     The position remains in the
                                                                                                                                         Time                   proposed new structure, and the
                                                                                                                                                                incumbent will directly transition
                                                                                                                                                                into that position.
 Associate Director - Learning     0000080187         Associate Director, Learning                 SSG              SSG                  Fixed-term     SUB     The position remains in the
 Environments                                         Environments                                                                       Full Time              proposed new structure, and the
                                                                                                                                                                incumbent will directly transition
                                                                                                                                                                into that position.


Table 2: Workforce profile impacts – LETS – Technology Support
                                   Current Position                                               Position             Current
     Current Position Title                                       New Position Title                                                              Status       TYPE          Implementation
                                   Number                                                         Classification       Classification
                                         NEW              Service Manager Client                  HEW10                                        Ongoing Full            New position
                                                          Technology Services & Support                                                        Time
                                         NEW              Logistics Officer (Technology           HEW5                                         Ongoing Full            New position
                                                          Support)                                                                             Time




17
Current Position                                        Position         Current
     Current Position Title                              New Position Title                                                 Status      TYPE        Implementation
                               Number                                                  Classification   Classification
                                     NEW          Software Licensing Officer           HEW6                              Ongoing Full          New position
                                                                                                                         Time
                                     NEW          Technology Partner – Business /      HEW9                              Ongoing Full          New position
                                                  Law                                                                    Time
                                     NEW          Technology Partner – CI /            HEW9                              Ongoing Full          New position
                                                  Education / QUTIC                                                      Time
                                     NEW          Technology Partner - Divisions       HEW9                              Ongoing Full          New position
                                                                                                                         Time
                                     NEW          Technology Partner – Health / IHBI   HEW9                              Ongoing Full          New position
                                                                                                                         Time
                                     NEW          Technology Partner – SEF / IFE       HEW9                              Ongoing Full          New position
                                                                                                                         Time
 Information Technology        0000191862                                                               HEWA7            Ongoing Full   SUB    Position Discontinued
 Services Coordinator                                                                                                    Time
 Information Technology Team   0000236799                                                               HEWA8            Ongoing Full   SUB    Position Discontinued
 Leader                                                                                                                  Time
 Team Leader - IT & Web        0000020101                                                               HEWA8            Ongoing Full   SUB    Position discontinued.
                                                                                                                         Time
 Manager, Information          0000061446                                                               HEWA8            Ongoing Full   SUB    Position discontinued.
 Technology                                                                                                              Time
 Digital Services and          0000114700                                                               HEWA8            Ongoing Full   SUB    Position discontinued.
 Information Manager                                                                                                     Time
 IT Manager                    0000140761                                                               HEWA9            Ongoing Full   SUB    Position discontinued.
                                                                                                                         Time
 Applications Programmer       0000096463                                                               HEWA7            Ongoing Full   SUB    Position discontinued.
                                                                                                                         Time
 Support Manager               0000234804         Enterprise Technology Support        HEW9             HEWA9            Ongoing Full   SUB    Position title and
                                                  Manager GP                                                             Time                  description updated
 Support Manager               0000130294         Enterprise Technology Support        HEW9             HEWA9            Ongoing Full   SUB    Position title and
                                                  Manager KG                                                             Time                  description updated
 Team Leader                   0000010685         Team Leader - Technology             HEW7             HEWA7            Ongoing Full   SUB    Position title and
                                                  Support (GP 1)                                                         Time                  description updated
 Team Leader                   0000094334         Team Leader - Technology             HEW7             HEWA7            Ongoing Full   SUB    Position title and
                                                  Support (KG 2)                                                         Time                  description updated
 IT Support Specialist         0000070133         Specialist Technology Support        HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                  Officer - GP                                                           Time                  description updated
 Information Technology        0000092105         Senior Specialist Technology         HEW7             HEWA7            Ongoing Full   SUB    Position title and
 Specialist                                       Support Officer – KG                                                   Time                  description updated
 Senior IT Specialist          0000134139         Senior Specialist Technology         HEW7             HEWA7            Ongoing Full   SUB    Position title and
                                                  Support Officer – GP                                                   Time                  description updated
 IT Support Specialist         0000137457         Specialist Technology Support        HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                  Officer - GP                                                           Time                  description updated
 IT Support Specialist         0000157689         Specialist Technology Support        HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                  Officer - GP                                                           Time                  description updated
 IT Specialist                 0000208914         Specialist Technology Support        HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                  Officer - KG                                                           Time                  description updated




18
Current Position                                       Position         Current
     Current Position Title                             New Position Title                                                Status      TYPE        Implementation
                              Number                                                 Classification   Classification
 Technology Support Officer   0000010061         Technology Support Officer -GP 1    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000010684         Technology Support Officer -GP 1    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000011364         Technology Support Officer -KG 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000020099         Technology Support Officer - KG 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000030061         Technology Support Officer -GP 1    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000031792         Technology Support Officer -KG 1    HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000060140         Technology Support Officer - KG 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000070268         Technology Support Officer - KG 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Team Leader                  0000070431         Team Leader - Technology            HEW7             HEWA7            Ongoing Full   SUB    Position title and
                                                 Support (GP 2)                                                        Time                  description updated
 Computer Systems Officer     0000072019         Specialist Technology Support       HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                 Officer - KG                                                          Time                  description updated
 Technology Support Officer   0000080096         Technology Support Officer -KG 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Team Leader                  0000080352         Team Leader - Technology            HEW7             HEWA7            Ongoing Full   SUB    Position title and
                                                 Support (KG 1)                                                        Time                  description updated
 Technology Support Officer   0000095962         Technology Support Officer - GP 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000096087         Technology Support Officer -KG 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000103617         Technology Support Officer - GP 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000105666         Technology Support Officer -KG 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000107044         Technology Support Officer -GP 1    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000114490         Technology Support Officer - GP 2   HEW6             HEWA6            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000117926         Technology Support Officer -GP 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Computer Support Assistant   0000125465         Specialist Technology Support       HEW4             HEWA4            Ongoing Full   SUB    Position title and
                                                 Assistant - KG                                                        Time                  description updated
 Technology Support Officer   0000000039         Technology Support Assistant -GP    HEW4             HEWA4            Ongoing Full   SUB    Position title and
                                                 1                                                                     Time                  description updated
 Technology Support Officer   0000106461         Technology Support Officer -KG 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated
 Technology Support Officer   0000126782         Technology Support Officer -GP 2    HEW5             HEWA5            Ongoing Full   SUB    Position title and
                                                                                                                       Time                  description updated




19
Current Position                                            Position             Current
      Current Position Title                                 New Position Title                                                              Status     TYPE           Implementation
                                 Number                                                      Classification       Classification
 Technology Support Officer      0000127406          Technology Support Officer -GP 1        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000129694          Technology Support Officer -KG 1        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000130299          Technology Support Officer -GP 2        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000000052          Technology Support Officer -GP 2        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000131765          Technology Support Officer -KG 1        HEW6                 HEWA6                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000138379          Technology Support Officer -KG 1        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000142727          Technology Support Officer -KG 2        HEW5                 HEWA5                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Technology Support Officer      0000171942          Technology Support Officer - GP 1       HEW6                 HEWA6                 Ongoing Full    SUB      Position title and
                                                                                                                                        Time                     description updated
 Logistics Coordinator           0000080279          Logistics Coordinator - Client          HEW7                 HEWA7                 Ongoing Full    SUB      Position title and
                                                     Computing                                                                          Time                     description updated



Table 3: Workforce profile impacts – LETS Learning Environments
                               Current
                                                                                      Position           Current
     Current Position Title    Position               New Position Title                                                       Status          TYPE               Implementation
                                                                                      Classification     Classification
                               Number
                                    NEW        Manager, Learning Environments         HEW10                                Ongoing Full                New position
                                               Design and Projects                                                         Time
                                   NEW         Project Manager (SaMA)                 HEW8                                 Ongoing Full                New position
                                                                                                                           Time
 Technology Support            0000050025      Technology Support Officer (Client     HEW6               HEWA6             Ongoing Full        SUB     Number of positions reduced and
 Officer                                       Computing, Managed Operating                                                Time                        Expressions of Interest for Voluntary
                                               Environment Team)                                                                                       Redundancies will be invited.
 Systems Specialist            0000123218      Technology Support Officer (Client     HEW6               HEWA6             Ongoing Full        SUB     Number of positions reduced and
                                               Computing, Managed Operating                                                Time                        Expressions of Interest for Voluntary
                                               Environment Team)                                                                                       Redundancies will be invited.
 Technology Support            0000239606      Learning and Teaching                  HEWA6              HEWA6             Fixed-term Full     SUB     Transfer position to ITS and fixed-
 Officer - Lecture Recording                   Technologies Support - Lecture                                              Time (to 2 Nov              term contract will be honoured.
                                               Capture                                                                     2018)
 Service Manager - Lecture                     Technical Lead – Learning and          HEWA9              HEWA9             Fixed-term Full     CON     Transfer position to ITS and fixed-
 Capture                       0000238464      Teaching Technologies Support                                               Time (to 2 Nov              term contract will be honoured.
                                               (Lecture Capture)                                                           2018)
 Technology Support            0000106462      Learning and Teaching                  HEWA6              HEWA6             Ongoing Full        SUB     Transfer position to ITS.
 Officer                                       Technologies Support                                                        Time
 Systems Specialist            0000010193      Senior Technology Support Officer      HEW7               HEWA7             Ongoing Full        SUB     Position title and description updated
                                               (Client Computing, Managed                                                  Time
                                               Operating Environment Team)




20
Current
                                                                                    Position          Current
     Current Position Title    Position               New Position Title                                                    Status     TYPE               Implementation
                                                                                    Classification    Classification
                               Number
 Technology Support            0000010200      Technology Support Officer (Client   HEW6              HEWA6             Ongoing Full   SUB     Position title and description updated
 Officer                                       Computing, Student Environment)                                          Time
 Computer Systems Officer      0000010913      Senior Technology Support Officer    HEW7              HEWA7             Ongoing Full   SUB     Position title and description updated
                                               (Learning Environments Design                                            Time
                                               and Projects Team)
 Team Leader, Learning         0000061475      Manager, Client Computing,           HEW9              HEWA9             Ongoing Full   SUB     Position title and description updated
 Environments Client                           Managed Operating Environment                                            Time
 Systems Engineering
 Technology Support            0000080068      Technology Support Officer (Client   HEW6              HEWA6             Ongoing Full   SUB     Position title and description updated
 Officer                                       Computing, Student Environment)                                          Time
 Technology Support            0000080302      Technology Support Officer           HEW6              HEWA6             Ongoing Full   SUB     Position title and description updated
 Officer                                       (Learning Environments Design &                                          Time
                                               Projects)
 Logistics Coordinator         0000080548      Logistics Coordinator - Learning     HEW7              HEWA7             Ongoing Full   SUB     Position title and description updated
                                               Environments                                                             Time
 Systems Specialist            0000080711      Senior Technology Support Officer    HEW7              HEWA7             Ongoing Full   SUB     Position title and description updated
                                               (Client Computing, Managed                                               Time
                                               Operating Environment Team)
 Team Leader, Learning         0000099183      Manager, Client Computing,           HEW8              HEWA8             Ongoing Full   SUB     Position title and description updated
 Environments Software                         Student Environment                                                      Time
 Engineering
 Technology Support            0000115531      Technology Support Officer (Client   HEW6              HEWA6             Ongoing Full   SUB     Position title and description updated
 Officer                                       Computing, Student Environment)                                          Time
 Technology Support            0000080925      Client Service Officer (Learning     HEW5              HEWA5             Ongoing Full   SUB     Position title and description updated
 Officer                                       Environments)                                                            Time
 Senior Technology             0000119935      Senior Technology Support Officer    HEW7              HEWA7             Ongoing Full   SUB     Position title and description updated
 Support Officer                               (Client Computing, Student                                               Time
                                               Environment)
 Systems Specialist            0000125775      Senior Technology Support Officer    HEW7              HEWA7             Ongoing Full   SUB     Position title and description updated
                                               (Client Computing, Managed                                               Time
                                               Operating Environment Team)
 Technology Support            0000143896      Technology Support Officer (Client   HEW6              HEWA6             Ongoing Full   SUB     Position title and description updated
 Officer                                       Computing, Student Environment)                                          Time


Table 4: Workforce profile impacts – ITS Infrastructure Services
          Current Position Title            Current Position Number          Current Classification            Status           TYPE                 Implementation

 Software Licensing Coordinator         0000099360                         HEW7                         Ongoing Full Time      SUB     Position discontinued.

 Administrative Assistant               0000112309                         HEWA4                        Ongoing Full Time      SUB     Position discontinued.




21
Appendix C: Position Descriptions
     •   Associate Director Technology Support
     •   Service Manager; Collaboration and Communication
     •   Service Manager; Client Technology Services and Support
     •   Technology Partner
     •   Software Licensing Officer
     •   Logistics Officer
     •   Manager; Learning Environments Design and Projects
     •   Project Manager; SaMA
     •   Technology Support Officer (HEW5)
     •   Technology Support Officer (HEW6)
     •   Technology Support Officer – Managed Operating Environment (HEW6)




22
Associate Director, Technology Support
     Division of Technology, Information and Library Services




23
About QUT                                            About the Division of
QUT is a major Australian university with a          Technology, Information
global outlook and a 'real world' focus. We are
one of the nation’s fastest growing research         and Library Services
universities and our courses are in high
demand. Our graduates include eight Rhodes           (TILS)
Scholars, five of these awarded in the past six
years.                                               TILS provides support for staff and students
                                                     across a range of information and technology
We are an ambitious and collaborative                services including HiQ, IT, learning
institution that seeks to equip our students         environments and the QUT Library.
and graduates with the skills they will need in
an increasingly disrupted and challenged             TILS includes:
world. We are transforming the student                   •   HiQ
experience we offer our 50,000 students and              •   Information Technology Services
we place a premium on the international and              •   Learning Environments and
national accreditation of our various                        Technology Services
professional degrees.                                    •   QUT Library
Our internationally award-winning Science                •   Service and Project Management
and Engineering Centre is home to The Cube,                  Office.
acknowledged as one of the world’s largest
digital interactive learning and display spaces.     About the Position
QUT established the world's first Creative
Industries Faculty, and we invest heavily in         The Associate Director, Technology Support
collaborative learning and interdisciplinary         provides strong leadership and direction to a
research environments.                               diverse team of technology professionals and is
                                                     accountable for the strategic planning,
Further information about QUT can be
                                                     operational delivery and ongoing performance of
obtained from the website at www.qut.edu.au
                                                     a robust university-wide client computing service.

Our Vision                                           The role will lead a large and diverse team that
                                                     is responsible for the end-to-end technology
The QUT Blueprint 5 is our institutional             stack for a range of critical customer-facing
strategic plan. It sets out priorities, strategies   services. In addition, the role will define,
and key performance indicators to drive              develop and report on KPIs for strategic and
greater coherence and coordination of our            operational end-to-end performance.
efforts. Our overall vision for the future is:
 •   to provide outstanding real world               Leading change in a highly complex IT
     education through physical and virtual          environment, crucial to this role is ensuring
     learning environments and innovative            that the end-user experience is at the core of
     courses that lead to excellent outcomes         the team’s focus.
     for graduates living in a diverse and
     complex environment characterised by            The Associate Director is supported by a
     rapid, transformative change;                   diverse team across three functional areas:
 •   to focus on being a globally leading                • Enterprise Technology Support
     university that delivers solutions to the           • Client Technology Services
     challenges of today and of the future
                                                         • Technology Partners
     through high-impact research that spans
     discipline boundaries and works in
     partnership with end users, leveraging          The Enterprise Technology Support team is
     our deep technological strengths and            responsible for the delivery of exceptional
     alignment to the human capital and              technology support services across the client
     innovation needs of the global economy;         computing, learning environment and
 •   to strengthen and extend partnerships           specialist technology support service streams.
     with professional and broader
     communities to build our reputation as a        Client Technology Services works with a range
     source of knowledge that is applied to          of stakeholders to manage the full lifecycle of
     real world challenges.                          IT client computing hardware and software
                                                     across the University.


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