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Infrastructure Manager, UTS Insearch

This position is also being offered as a supported inter-organisational 'secondment' or short term employment opening

Applications close 15 February 2019




Job title: ICT Infrastructure Manager

Location: 187 Thomas Street, Haymarket 2000



Department: Information Communications Technology (ICT)

Supervisor’s title: Head of ICT

Positions reporting to this position: 8


UTS Insearch is the premiere pathway for University of Technology Sydney (UTS) providing a range of academic and English language programs for mainly international students to support their journey towards a successful degree at UTS. UTS Insearch is focussed on bringing higher education to more people around the world in partnership with UTS. We are passionate about delivering high quality education and, in a global environment, technology is playing a greater role in the student experience.  Insearch is a small but growing organisation with a vision for wider international market share across the world.  Core to this ambition is the focus on broader cloud adoption and increased digital experiences. ICT is therefore a critical component in the achievement of these aims.


The Infrastructure Manager manages a team responsible for proactive maintenance, support and the general health of the ICT infrastructure, including hardware, operating systems, databases and network in the Sydney Office and a growing number of international satellite offices. The Insearch ICT department has grown rapidly and has a need to mature processes to reflect the size of the department, as well as the increased use of cloud services.  The position is responsible for a growing Sydney based team of 9 staff members, a variable number of contractors and an annual infrastructure refresh budget of up to $1million.  The position is also responsible for the strategic management of a number of vendor contracts.


Team Management and Leadership

  • Provides direction and leadership to the Infrastructure team, ensuring business priorities are understood and reflected in workplans.
  • Coaches and supports the team individually and as a whole in order to meet their goals and objectives including ensuring they have relevant resources and skills.
  • Manages for excellent performance according to Insearch’s policies and procedures
  • In concert with the Insearch Digital Strategy, proactively provides strategic technical leadership, advice and support to customers, the Head of ICT and the ICT management team.
  • Actively participates in the ICT managers’ group and takes the lead across Insearch where their expertise is of value
  • Engages externally to develop skills and knowledge in the area of Infrastructure best practice

Infrastructure Management

  • Deliver a secure and reliable IT infrastructure that meets or exceeds agreed service levels.
  • Manage annual infrastructure upgrade and replacement projects in accordance with the Insearch Project Management Methodology.
  • Lead and improve the Disaster Recovery (DR) Plan and facility and execute the responsibilities of the DR Co-ordinator.
  • Provide architectural advice and guidance in accordance with the Insearch Digital Strategy and Enterprise Architecture models, contributing to those models as technology strategy evolves.
  • Monitor technology trends and market influences.
  • Manage annual infrastructure upgrade and replacement projects in accordance with the Insearch Project Management Methodology.

Service Management

  • Deliver high quality IT service to customers and internal ICT teams using the ICT ITIL processes and procedures.
  • Drive a culture of student focus and continual service improvement to ensure operational standards are constantly improving.
  • Proactively manage stakeholders, develop and maintain relationships promoting the positive reputation of ICT across Insearch.
  • Model ICT Customer Charter, Insearch CARE standards and deliver on the ICT CARE plan.


  • Takes the lead in managing the operational and capital budget for Infrastructure, ensuring accurate and up to date rolling forecasts according to Finance processes
  • Manages the lifecycle plans for all infrastructure assets ensuring cost effectiveness and efficiency and minimising disruption to the business.  Identifies improvements to the cost or effectiveness of infrastructure according to the Insearch Digital Strategy and business needs
  • Proactively prepares and updates work and project plans relating to Infrastructure outputs as part of an overall ICT and Operations plan.
  • Contributes proactively to strategic plans.
  • Plan resources to ensure the right tools, people and skills are available to deliver and maintain high quality infrastructure services.
  • Plan upgrades and changes in accordance with business priorities and the Insearch ICT Change Management process.
  • Identifies and plans risks including cybersecurity risks associated with Infrastructure activities.

Vendor Management

  • Take responsibility for the strategic and operational management of incumbent infrastructure vendors.
  • Assess the offerings of potential new vendors and introduce them to the organisation where appropriate in accordance with Insearch policies and processes and ICT governance.



Students, Channel Partners, Insearch staff, PDT Project Managers, Insearch Managers, ICT teams.


Head of ICT, ICT Service Desk, ICT Managers, Insearch Managers.


UTS IT Department


Vendors, Peers at other institutions, professional bodies.




Insearch has seen rapid growth over the last 10 years which has presented challenges in terms of the IT landscape.  Insearch ICT has a mix of technologies and is in the midst of a program of change moving towards digital transformation.  This involves a shift from on-premise to the cloud and a review of many existing technologies which presents technical and cultural challenges for ICT staff and Insearch colleagues. This program of change is being delivered against a backdrop of complex operational challenges and increased demand for greater IT service availability towards 24/7 availability.



  • A demonstrable track record in leadership and management of high performing technical teams, preferably in the infrastructure space including managing performance and development and leading cultural change.
  • Excellent leadership and relationship building skills with proven ability to influence those outside their sphere of control. 
  • Ability to communicate effectively across all levels of the organisation including senior business sponsors. Specifically: -
    • Excellent written skills with a proven track record in the production of professional reports and documents (e.g. business cases, post incident reviews, tenders etc)
    • Presentation skills (e.g. translating a complex technical issue to non-technical stakeholders, presenting a business case)
    • Listening skills (e.g. supporting staff, understanding business issues and translating to technical solutions)
  • Experience in managing large, complex operational and project budgets and delivering cost savings.
  • Highly analytical with excellent problem-solving skills.
  • Broad knowledge and understanding of contemporary infrastructure technologies and a demonstrated interest and desire in staying up to date with emerging technology trends.
  • Proven track record in working well as part of a team and also without supervision.
  • Demonstrable knowledge and experience in the application of ITIL with demonstrated achievements in the areas of delivering service excellence.
  • Achievement oriented, focused and well organised with experience of developing and delivering on plans.
  • Educated to tertiary level
  • Understanding of PRINCE2 and agile project methodologies with experience in delivering successful projects
  • Knowledge of Organisation Change Management approaches such as ADKAR


  • Demonstrable knowledge and experience in the application of any of the following best practice methodologies (PRINCE2, Agile, ADKAR, TOGAF).
  • Tertiary qualifications in Information Technology.
  • Experience in Educational Sector.

Leadership Capabilities 




Drives Performance

  • Ensures an understanding of Insearch's objectives and their performance expectations.
  • Self-monitors progress and takes responsibility for achieving own goals. Pro-actively looks for feedback and opportunities to learn and continuously improve performance.
  • Seeks guidance and support as necessary. Appreciates the link between own performance and Insearch’s success.
  • Holds self and others accountable for results.



  • Is resilient and remains optimistic in the face of change (or issues and challenges stemming from change).
  • Promotes and endorses organisational changes to their team through words, actions and priorities.
  • Recognises situations that trigger own emotions and maintains self-control.
  • Sets clear targets for self and others to coordinate behaviour and focus the change effort.
  • Helps others to stay focused and positive despite organisational changes or disruptions.


Customer Focus

  • Establishes appropriate relationships with key individuals, both within Insearch and externally.
  • Has a deep understanding of their customers’ needs, the market and information pertinent to their area.
  • Delivers products and services in line with current, evolving and future customer needs.


Coaches and Develops others

  • Provides ongoing performance-related feedback in a forward-looking, constructive manner.
  • Uses Insearch strategic objectives and goals to guide coaching.
  • Guides staff in assessing their own performance and helps them identify their personal strengths and development needs.
  • Matches mentoring, training, coaching, work assignments and other opportunities with long term goals and development plans.
  • Continues their own professional development.


Develops Market Insights / Business Intelligence

  • Researches and monitors emerging trends, including competitor information.
  • Understands the market well enough to know the thought experts and follow their contributions.
  • Keeps updated on current trends and activities. Synthesises and translates relevant information in order to bring new insights to Insearch.
  • Proactively shares best practice, ideas and insights with colleagues.


Influences and Networks

  • Influences others to consider own arguments and views by tailoring communication style and messages.
  • Actively listens to others and demonstrates a willingness to change own view by seeking out alternative points of view and input when forming decisions or plans.
  • Purposely identifies individuals with diverse opinions, cultures and backgrounds and seeks their input.
  • Supports group decisions and speaks favourably about the contribution of others.