A competitive executive salary & benefits package
* Full Time, Fixed-Term appointment for 5 years
* A competitive executive salary and benefits package applies to this position
* Based at Western's Hawkesbury or Parramatta South campus
* Lead digital service strategy and customer experience at enterprise scale
* Drive innovation, inclusivity, and service excellence across the University
Digital Services is seeking an innovative and strategic leader for the role of Executive Director, Service Delivery. In this senior role, you will redefine how enterprise digital services are delivered and experienced across a large, federated university. If you are a visionary in IT service management, customer experience, and operational excellence, we want to hear from you.
About Western Sydney University
Western Sydney University is a modern, forward-thinking, research-led institution at the heart of Australia's fastest-growing and most economically significant region. With 11 campuses across Sydney and international locations in Vietnam and Indonesia—plus planned expansion in India—it serves nearly 50,000 students, 3,500 staff, and a global network of over 200,000 alumni. Ranked in the top 2% of universities worldwide, over 85% of its assessed research is rated 'World Standard' or above. The University is ranked #1 globally and nationally in the Times Higher Education University Impact Rankings (2022-2025 ) for its commitment to the United Nations' Sustainable Development Goals.
About Digital Services
Digital Services is the driving force behind innovation and digital transformation, responsible for the strategic deployment and use of information and communication technology across all campuses. Digital Services delivers the IT infrastructure, platforms, and services that support learning, teaching, research, and the business systems that underpin the University's operations. Digital Services provides online, telephone, and on-campus support, and leads an annual program of strategic projects to enhance, replace, or introduce new technologies —driving innovation and advancing the University's strategic direction.
About the Opportunity
As the Executive Director, Service Delivery, you will provide strategic and operational leadership across a broad portfolio of enterprise IT and digital services. This role is pivotal to ensuring the University delivers resilient, scalable, and future-ready digital environments that support academic excellence, research innovation, and administrative efficiency.
You will oversee key service functions including service desk operations, workplace and teaching technologies, IT service management (ITSM), and vendor governance. With a clear focus on performance, governance, and continuous improvement, you will champion a service culture that is inclusive, customer-focused, and aligned with Western's digital transformation goals under Western 2030.
As a member of the senior leadership team in Digital Services, you will shape University-wide service strategy, drive operational excellence, and uplift digital equity and user experience. Your leadership will influence how digital services are delivered, experienced, and continuously evolved in a large, complex, and dynamic university environment.
Key Responsibilities
The Executive Director, Service Delivery, will be responsible for:
* Leading enterprise-wide service delivery, including ITSM, incident, change, and problem management.
* Driving consistent, inclusive, and high-quality user experiences across digital and physical service channels.
* Managing workplace and teaching technologies that enable staff and students.
* Championing platforms such as ServiceNow, Microsoft 365, and Genesys to support scalable and integrated service delivery.
* Overseeing vendor performance, service contracts, budgets, and risk compliance.
* Embedding a culture of innovation, automation, continuous learning, and accountability across a high-performing, multi-disciplinary team.
* Representing Digital Services in executive governance and strategic planning forums.
This is a full time, fixed-term appointment for 5 years. The appointment will be based at Western's Hawkesbury or Parramatta South campus, although travel to other campuses of the University may be required. Please review the position description for further information.
About You
You are an experienced and people-focused IT leader, known for delivering exceptional digital service experiences in complex, federated environments. You bring a deep understanding of service models, technology enablement, and enterprise platforms, and a genuine commitment to accessibility, equity, and continuous improvement.
To be successful in this role, you will have:
* Postgraduate qualifications in IT, Business, or a related field.
* Significant experience leading enterprise-wide IT service delivery and support functions.
* Proven ability to lead large, multi-disciplinary teams across complex organisations.
* Expertise in ITSM frameworks (e.g. ITIL) and platforms (e.g. ServiceNow, Microsoft 365).
* Experience driving digital transformation, automation, and user experience uplift.
* Knowledge of accessibility standards, inclusive service design, and CX best practices.
* Strong vendor and contract management skills, with a focus on value and compliance.
* Excellent communication, influence, and stakeholder engagement capabilities.
Deliver what matters. Lead the digital services that power Western's learning, teaching, and research future.
Remuneration Package: A competitive senior salary and benefits package applies to this position.
Position Enquiries: Please direct specific enquiries regarding the role to Bianca Jordaan, Chief Information Officer, via [emailprotected] .
Recruitment Enquiries: Specific enquiries or issues with your application may be directed to Tiana Woodward, Senior Advisor Talent Acquisition, email [emailprotected] .
Closing Date: 8:30pm, Sunday 24th August 2025.
Working Rights: Visa sponsorship is not available for this position. You must provide evidence of your working rights in Australia at time of application.
Please note, only those applications submitted via the will be accepted.
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Education, Training & Professional Development
The University of Western Sydney committed to making a difference to the lives of people and the communities in which they live. The university strives to be at the leading edge of education and research. The hallmarks of the University of Western Sydney are creativity and engagement with contemporary social and environmental challenges.
Source: this is an extract from the company's own website
The University of Western Sydney committed to making a difference to the lives of people and the communities in which they live. The university strives to be at the leading edge of education and research. The hallmarks of the University of Western Sydney are creativity and engagement with contemporary social and environmental challenges.
Source: this is an extract from the company's own website
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