Line of Service
Internal Firm Services
Industry/Sector
Not Applicable
Specialism
IFS - Human Capital (HC)
Management Level
Senior Manager
Job Description & Summary
About the role
We're establishing a central, enterprise-wide People, Partnership & Culture (PP&C) Delivery function to provide consistent, end-to-end people services across PwC. As Senior Manager – People Delivery Services, you will lead a team of People Delivery Managers that serve all lines of service teams through a single, scalable delivery model.
Partnering closely with the Director – People Solutions, the People at PwC Shared Services and Advisory leads, Centres of Excellence, and enabling functions, you'll align services, optimise delivery, embed AI-enabled improvements, and oversee the execution of cyclical programs and priority initiatives across the firm.
What you'll do
* Lead a high-performing centralised People Delivery Services team, setting priorities, standards, and ways of working that drive consistency, scalability, and a great employee and manager experience.
* Champion the transition from a decentralised to a shared service model, embedding new ways of working and continuous improvement.
* Work across and integrate with the PP&C advisory function to coordinate delivery, ensure seamless hand-offs, and uplift capability across the firm in relation to people processes.
* Align and orchestrate services with enabling functions (e.g., Technology, Finance, Risk, Legal, Procurement, Operations), establishing cross-functional SLAs/OLAs and delivery rhythms to support business outcomes.
* Plan and oversee delivery of cyclical people programs and enterprise initiatives (workforce planning, talent reviews, remuneration and promotions cycles, engagement activities, onboarding and offboarding), ensuring consistent execution across all areas of the firm.
* Coach and develop the team through change, maintaining engagement, capability, and a strong customer-focused, high-performance culture.
* Help to define, govern, and continuously improve the PP&C service delivery model clarify tiers and channels, standardise playbooks/SOPs, strengthen knowledge management and self-service, and optimise cost-to-serve in relation to the People Delivery Managers.
* Embed AI and automation into day-to-day delivery and continuous improvement using approved capabilities to streamline workflows, enhance triage, surface insights, and generate content.
* Operate and optimise ServiceNow and Workday, ensuring data quality, effective case management, robust reporting, and insight-driven decisions; design and track KPIs, SLAs and operational dashboards.
* Lead portfolio/program management for people initiatives that support the lines of service, including scoping, resourcing, timelines, dependencies, change management, communications, and benefits realisation.
* Build trusted relationships with senior stakeholders across all lines of service and Enabling Functions; provide clear updates, insights, and recommendations to leadership.
What you'll bring
* Degree in Business, Human Resources or a related discipline.
* Significant experience (10+ years) leading HR/people service delivery or operational HR in complex, matrixed environments; proven success running or scaling a shared services/delivery function.
* Significant experience in leading HR business partners.
* Strong knowledge of HR principles and Australian employment legislation (Fair Work Act, enterprise agreements, awards) and experience governing compliance within service delivery.
* Demonstrated program/portfolio leadership, including planning, stakeholder engagement, change management, and benefits realisation; Change Management certification (e.g., Prosci) or equivalent experience highly valued.
* Proficiency with HR technologies and service platforms, ideally including Workday (HCM) and ServiceNow (case/knowledge); strong data literacy with the ability to translate insights into action.
* Experience designing service catalogues, SLAs/OLAs, and performance dashboards; continuous improvement mindset (Lean/Agile/Six Sigma desirable).
* Practical experience embedding AI/automation within service delivery and process improvement, with a strong understanding of responsible use, privacy, and security.
* Outstanding communication, coaching, and influencing skills; ability to lead through ambiguity, balance enterprise and local needs, and deliver results at pace.
Nice to have
* Experience in professional services or large-scale, multi-business organisations.
* Certifications in project/program management (PMP/PRINCE2/Agile) and/or Lean Six Sigma.
* Familiarity with analytics and reporting tools (e.g., Power BI).
How you'll measure success
* Strong performance against SLAs/OLAs and reduced time-to-resolution via the PP&C front door.
* Positive employee and manager experience (NPS) and increased self-service adoption.
* Consistent, on-time delivery of cyclical programs and priority initiatives across the firm.
* Measurable improvements in process efficiency, quality, and cost-to-serve.
* Effective alignment with enabling functions and integrated delivery across PP&C teams.
* High engagement, growth, and retention within the People Delivery Services team.
Please note: Applications close midnight AEDT Sunday 30th November, 2025
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:
Certifications (if blank, certifications not specified)
Required Skills
Optional Skills
Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Partnering, Business Transformation, Career Development, Change Management, Coaching and Feedback, Co-Creation, Communication, Creativity, Data Analytics, Data-Driven Decision Making (DIDM), Data-Driven Insights, Embracing Change, Emotional Regulation, Empathy, Employee Experience, Employee Life Cycle, Executive Negotiation, Human Capital Initiatives, Human Resources (HR) Coaching, Human Resources (HR) Metrics, Human Resources (HR) Policies {+ 35 more}
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Not Specified
Available for Work Visa Sponsorship?
No
Government Clearance Required?
No
Job Posting End Date
December 14, 2025