Portfolio head: Chief Operating Officer
Service lead: Director, Corporate Services

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Sub services

  • Facilitate process and service improvements using Lean methodology
  • Design and deliver training to support the use of Lean tools and techniques
  • Respond to requests for customised Lean workshops that address process issues identified by units/directorates.
  • Coordinate and facilitate updates to the Service Catalogue on a regular basis
  • Liaise with stakeholders to maintain currency of the Service Catalogue
  • Promote understanding of the value of the Service Catalogue across ACU.
  • Facilitate workshops to analyse current processes and design more efficient and effective processes
  • Work with stakeholders to understand process issues and the optimal collection and use of data to articulate a current problem and an improved outcome.
  • Facilitate process mapping and process design workshops
  • Manage access to and use of Promapp
  • Design and deliver training to support the use of Promapp across ACU
  • Promote understanding of the optimal use of Promapp across ACU.
  • Review the implementation of ACU projects/initiatives as requested by units/directorates to assess the extent to which project objectives were achieved, evaluate the project management process, identify lessons learnt, make relevant recommendations.
  • Respond to and resolve Level 1 service enquiries for Corporate Services’ services and Learning and Teaching Centre support services via Service Central
  • Escalate enquiries to directorates that require service beyond Level 1.
  • Provide strategic direction and oversight of the ACU service delivery model
  • Facilitate the onboarding of new staff services to Service Central and provide support on effective and efficient onboarding techniques. 
  • Collect service performance data via ServiceNow
  • Facilitate analysis and understanding of service performance data in conjunction with units/directorates
  • Make recommendations about improvements to systems, services and processes based on analysis of service performance data.
  • Provide leadership and direction for the staff services’ knowledge base
  • Coordinate quality and current knowledge articles
  • Liaise with stakeholders to maintain currency and value of knowledge articles
  • Make services and information provided by Corporate Services more accessible and transparent.
  • Business ownership ensuring effective governance and an enterprise wide approach to use of platform
  • Manage requests to enhance, develop or rectify defects in the Service Central platform.
  • Assess and progress improvement ideas submitted by the ACU community
Page last updated on 13/02/2023
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Service Central

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