About the opportunity
Reporting to the Director, Human Resources, the Head of Corporate Services Service Centre will lead the delivery and continuous improvement of integrated services across Griffith Assist, Finance, Digital, Campus Operations, and Service Design. This senior leadership role is responsible for creating a seamless, customer-focused service experience for staff and students, driving service transformation, channel integration, self-service and automation initiatives, and embedding best-practice service management through ServiceNow. Working closely with leaders across Corporate Services, you will enhance operational performance, strengthen governance and risk management, and deliver measurable improvements in service quality, efficiency and customer experience.
Key Responsibilities
- Lead the delivery of the Service Centre strategy, driving transformation and continuous improvement initiatives.
- Partner with the Director, HR to deliver a seamless, customer-focused service experience across multiple channels.
- Build and embed service design capability to enhance employee and student experiences.
- Establish and lead best-practice service management frameworks, leveraging ServiceNow to improve performance, efficiency and service quality.
- Coach and support service owners to use data and insights to drive service excellence and continual improvement.
- Strengthen governance, risk management and operational controls across key service areas.
- Oversee assurance activities, ensuring risks, incidents and improvement actions are effectively managed.
- Build strong partnerships with leaders and stakeholders to align services with University priorities and deliver measurable outcomes.
About you
You are a proven service delivery leader with significant experience driving large-scale service centre transformation, operational excellence and customer-focused service improvement within a complex organisation. You bring extensive leadership experience, supported by relevant qualifications or an equivalent combination of education and professional expertise.
You will demonstrate:
- Significant experience leading complex service transformation initiatives, including operating model redesign, service integration, digital enablement and continuous improvement.
- A strong understanding of employee and student lifecycle experiences, with the ability to design and deliver services that are simple, accessible and customer-centric.
- Expertise in contemporary service management practices, including service design, governance, performance measurement, self-service, knowledge management and automation.
- Experience implementing and optimising digital workflow and service management platforms such as ServiceNow.
- A track record of leading organisational change, influencing stakeholders and driving measurable improvements across multiple service teams and business functions.
- Exceptional leadership, communication and relationship-building skills, with the ability to foster collaboration and deliver strategic outcomes in a complex environment.
What we can offer
This is a full time, fixed term appointment for 5 years based at Brisbane South (Nathan) campus. As Griffith is a multi-site university, you may be required to work across other locations.
Griffith University’s sites are located on the lands of the Yugarabul, Yuggera, Jagera, Turrbal, Yugambeh and Kombumerri peoples.
Salary
This is a senior contract and a competitive salary will be negotiated with the preferred candidate.
Why join Griffith?
As a values-led organisation, at Griffith University, we've worked hard to create a dynamic and strong organisational culture. We offer:
- Wide range of Learning and Development opportunities
- Mix of on campus and work from home options available and a supportive work environment
- Salary packaging options and corporate health discounts
- Generous leave entitlements including paid parental leave and leave loading
- Support with future learning opportunities through our educational staff assistance scheme
- Opportunities for internal mobility
- Health Safety and Wellbeing initiatives – on campus Gym facilities
At Griffith, we’re committed to providing a safe and inclusive environment for all - whoever you are and wherever you’re from. If you require any accommodations, we welcome you to let us know so we can work with you to participate fully in our recruitment experience.
Griffith University values diversity, inclusion and flexibility and we encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. For more information please visit our Equity, Diversity and Inclusion page. Our University is committed to fostering a safe, respectful and inclusive community for all. In alignment with the National Higher Education Code to Prevent and Respond to Gender-based Violence (2025), Griffith University includes a declaration as part of the recruitment journey to uphold the values and standards of our community. Griffith University also maintains a strict zero-tolerance policy against all forms of modern slavery. For more information, please refer to Griffith’s Modern Slavery Policy.
How to apply
Please submit your application online and ensure it includes the following:
- A covering letter outlining your suitability for the role please refer to the qualifications above and the position description.
- Current curriculum vitae/resume including full contact details
For application and recruitment advice please reach out to Laura Whitworth, Talent Acquisition Partner on [email protected]
Closing date: Monday 23rd November at 11:59pm. All applications must be submitted online.