Job Description

• Lead enterprise-wide People & Culture service transformation at one of Australia's leading universities
• Drive meaningful improvements in employee experience, service delivery, automation and digital self-service
• Full-time (1 FTE) appointment on a fixed term basis for 12 months

About the area

People & Culture (P&C) plays a critical role in enabling The University of Western Australia (UWA) to achieve its strategic ambitions through its people.

Payroll and Advisory Services delivers essential P&C services to employees and leaders across the University through the Service Centre, Payroll, and Lifecycle Transactions and Contracts teams. Together, these teams manage employee enquiries, payroll services and employment transactions across the employee lifecycle.

Our focus is on delivering accurate, timely and customer-centred services supported by effective processes, technology, knowledge management and continuous improvement.

About the opportunity

• Lead service transformation, continuous improvement and operational excellence across the P&C Service Centre, Payroll, and Lifecycle Transactions and Contracts teams to enhance service quality, efficiency and employee experience.
• Optimise end-to-end employee lifecycle processes by simplifying workflows, improving cross-functional collaboration, strengthening service governance and embedding contemporary ways of working such as Agile, Scrum and Kanban.
• Maximise the value of ServiceNow and related enterprise service technologies to improve case management, self-service, workflow automation, knowledge management, reporting and customer experience.

About you

• Significant experience leading service transformation and continuous improvement initiatives within a complex, high-volume service delivery, shared services, HR operations or customer service environment.
• Strong practical experience using ServiceNow (ideally HR Service Delivery) or a comparable enterprise service management platform to improve workflows, case management, digital self-service, automation and customer experience.
• Demonstrated expertise in process improvement methodologies, including process mapping, root-cause analysis, workflow optimisation, service design and data-driven decision making.
• Proven ability to use service metrics, operational data and customer insights to identify improvement opportunities and deliver measurable business outcomes.
• Exceptional stakeholder engagement, facilitation and influencing skills, with the ability to drive change and build commitment across multiple teams without direct authority.

Note Employment checks will include information on gender-based violence, sexual harassment, and related misconduct to meet legal obligations. A current National Police Clearance will be required by the successful applicant.

Senior Manager, People and Culture Service Delivery - 524312

For enquiries on the recruitment process, please contact Talent Advisor at zen.huang@uwa.edu.au

How to apply

Please apply online via the Apply Now button. The content of your Resume and Cover Letter should demonstrate how you meet the selection criteria.

Closing date: 11:55 PM AWST on Friday, 11 September 2026

This position is only open to applicants with relevant rights to work in Australia.

Please note: Unsolicited applications from recruitment agencies will not be accepted outside of formal channels.

About the University

The University of Western Australia (UWA) is ranked among the top 100 universities in the world and a member of the prestigious Australian Group of Eight research intensive universities. With a strong research track record, vibrant campus and working environments, supported by the freedom to innovate and inspire, there is no better time to join Western Australia’s top university.

Learn more about us.

Our commitment to inclusion and diversity

UWA is committed to a diverse workforce and an equitable and inclusive workplace. We are committed to fostering a safe environment for all, including Aboriginal and Torres Strait Islander people, women, those from culturally and linguistically diverse backgrounds, the LGBTIQA+ community, and people living with disability.

If you require any reasonable adjustments, we encourage you to advise us at the time of application. Alternatively, you can contact us for assistance during the recruitment process.

If you have queries relating to your application, please contact the individual named in the advertisement. Alternatively, please contact the Talent team at people@uwa.edu.au with details of your query. To enable a quick response, please include the 6-digit job reference number.