Service Delivery Manager, Professional Services Review

The University of Sydney; Sydney; On-site; AUD 140,000 - 170,000; Full time

Benefits offered by this job

17% superannuation

Onsite GP services

Staff study benefit

Fitness passport

Staff discounts (parking, flights)

Job summary

The University of Sydney is seeking an experienced Service Delivery Manager for its transformation program. You will provide strategic leadership and operational oversight for a dedicated stream, ensuring alignment with scope, timelines, and quality while embedding service design and operating models across the institution.

You will lead cross-functional teams, influence executive stakeholders, and champion continuous improvement to deliver tangible outcomes for staff, students, and the wider

Qualifications

• Tertiary qualifications in Business, Operations, Strategy, Psychology, Change Management, or relevant field and/or an equivalent combination of training and experience
• A minimum of 7-10 years of relevant experience, including 3-5 years in a management or leadership role
• Demonstrated experience in managing operational delivery within a strategic transformation context
• Experience in applying design thinking and service design methods to co-create user-centred, scalable service models
• Extensive professional knowledge in the Higher Education sector
• Familiarity with delivery methodologies (e.g., Agile, Waterfall)
• Familiarity with service design and operating model methodologies (e.g., User Journey Mapping, Service Blueprinting, Personas)
• Proven ability to lead cross-functional teams and influence executive stakeholders across diverse organisational areas
• Strong judgement and problem-solving skills, with the ability to adapt and improve existing approaches
• Flexible working options to support you to balance your work and family

Responsibilities

• Lead the delivery of defined functional program stream or streams, ensuring work is executed in alignment with scope, timelines, and quality standards
• Champion service design principles to ensure transformation aligns with the institutional service blueprint and target operating model
• Manage and coordinate teams of experienced professionals who operate with autonomy and discretion in their assignments
• Shape and govern stream-specific delivery frameworks, tailoring governance structures to suit complexity and delivery needs
• Partner with senior leaders within stream delivery area, to ensure alignment and delivery of program outcomes

Skills

Leadership

Cross-functional collaboration

Agile

Waterfall

Design thinking

Service design

User Journey Mapping

Service Blueprinting

Personas

Stakeholder management

Problem-solving

Flexible working

Education

Tertiary qualifications in Business, Operations, Strategy, Psychology, Change Management, or relevant field

Job description

Service Delivery Manager, Professional Services Review

• Full-time, fixed term opportunity for an experienced Service Delivery Manager for the Service Excellence Program until September 2028
• Career-defining opportunity for accomplished Managers to influence outcomes at an institutional scale and leave a lasting legacy
• Offering a competitive remuneration package including 17% superannuation

About the opportunity

The Service Delivery Manager will provide strategic leadership and operational oversight for a dedicated stream or streams within a major University wide transformation program.

This is a rare opportunity to step into a high-impact leadership role at the heart of a world-class University. Operating within a complex and evolving environment, you will shape the future by turning strategic objectives into tangible outcomes that benefit staff, students, and the wider community. You'll inspire experienced colleagues, influence cross-functional practices, and embed service design and operating models that drive excellence across the institution. With responsibility for steering large-scale change initiatives, you'll champion continuous improvement, manage risk, and ensure seamless operational transitions. Most importantly, you will foster a culture that embraces change as a catalyst for growth - making a lasting contribution to the University's strategic direction and success.

Your key responsibilities will be to:

• lead the delivery of defined functional program stream or streams, ensuring work is executed in alignment with scope, timelines, and quality standards
• champion service design principles to ensure transformation aligns with the institutional service blueprint and target operating model
• manage and coordinate teams of experienced professionals who operate with autonomy and discretion in their assignments
• shape and govern stream-specific delivery frameworks, tailoring governance structures to suit complexity and delivery needs
• partner with senior leaders within stream delivery area, to ensure alignment and delivery of program outcomes.

About you

• tertiary qualifications in Business, Operations, Strategy, Psychology, Change Management, or a relevant field and/or an equivalent combination of training and experience
• a minimum of 7-10 years of relevant experience, including 3-5 years in a management or leadership role
• demonstrated experience in managing operational delivery within a strategic transformation context
• experience in applying design thinking and service design methods to co-create user-centred, scalable service models
• extensive professional knowledge in the Higher Education sector
• familiarity with delivery methodologies (e.g., Agile, Waterfall)
• familiarity with service design and operating model methodologies (e.g., User Journey Mapping, Service Blueprinting, Personas)
• proven ability to lead cross-functional teams and influence executive stakeholders across diverse organisational areas
• strong judgement and problem-solving skills, with the ability to adapt and improve existing approaches.
• flexible working options to support you to balance your work and family
• access to fitness passport, as well as discounted rates on university sports and fitness centers
• staff study benefit on selected University of Sydney postgraduate coursework studies
• onsite healthcare general practitioner (GP) services to all staff
• tax-efficient salary packaging options for cars, laptops, and additional contributions to your superannuation fund
• access to staff discounts and offers for a variety of products, including University parking and flights
• gain the recognition of working in a leading University.

Sponsorship / work rights for Australia

You must have unrestricted work rights in Australia for the duration of this employment to be eligible to apply. Visa sponsorship is not available for this appointment.

Pre-employment checks and declarations

Your employment is conditional upon the successful completion of all pre-employment or background checks required for the role in terms satisfactory to the University. Also, to meet the University's obligations under the National Higher Education Code to Prevent and Eliminate Gender-Based Violence you will be asked to declare if you have been investigated for, or found to engaged in, sexual harm or gender-based violence in the course of previous employment or in a legal process. Similarly, your ongoing employment is conditional upon the satisfactory maintenance of all relevant clearances and background check requirements. If you do not meet these conditions, the University may take any necessary step, including the termination of your employment.

EEO statement

At the University of Sydney, our shared values are trust, accountability and excellence and we strive to be a place where everyone can thrive. We are committed to creating a University community that thrives through diversity and reflects the wider community that we serve. We deliver on this through our commitment to diversity and inclusion, evidenced by our people and culture programs, as well as key strategies to increase participation and support the careers of Aboriginal and Torres Strait Islander People, women, people living with a disability, people from culturally and linguistically diverse backgrounds, and those who identify as LGBTQIA+. We welcome applications from candidates from all backgrounds.

We are proud to be recognised as an Australian Workplace Equality Index (AWEI) Platinum Employer. Find out more about our work on diversity and inclusion.