"Enterprise Service Management Lead"

Enterprise Service Management Lead

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Job no: 537194
Work type: Full Time
Location: Sydney, NSW
Categories: Project Management

• Employment Type: Full time, continuing
• Remuneration: Competitive Total Package
• Location: Kensington, NSW

About UNSW

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work. We aspire to be Australia’s global university, improving and transforming lives through excellence in research, outstanding education and a commitment to advancing a just society.

Why your role matters

The Enterprise Service Management (ESM) Lead is responsible for defining and driving the strategic vision, governance, and execution of enterprise service management across UNSW. Acting as a trusted advisor, the role ensures that internal services—spanning IT, HR, Finance, Estate, Data, and other functions—are consistently designed, delivered, measured, and improved through unified ESM practices. A key focus is standardising and enhancing service experiences through shared platforms such as the self-service portal and automated workflows, while fostering greater collaboration and operational efficiency across departments.

In addition to developing and implementing the overall ESM strategy and governance model, the ESM Lead shapes the direction for service management within the Business Optimisation Strategy (BOS) Program. The role ensures that service management principles, processes, and tools are applied consistently beyond IT, enabling streamlined service delivery and improved customer experience across the university. The position reports to the Director – Operations.

About the Role

The successful applicant will be required to undertake and have experience in the following areas of expertise:

• Develop and govern ESM strategy by aligning service management practices with organisational goals, standardising processes, ensuring security and compliance, and defining KPIs to measure performance and value.
• Design and improve enterprise-wide service processes, including request fulfilment, incident, change, and knowledge management, while identifying automation and continuous improvement opportunities.
• Lead cross-functional service design and transition, orchestrating end-to-end services such as onboarding, access, procurement, and facilities, ensuring smooth implementation of new or enhanced services.
• Collaborate with IT to manage and optimise the ESM platform roadmap, ensuring platforms like ServiceNow integrate effectively with other enterprise systems for seamless workflows.
• Extend and embed service management practices across all UNSW functions, partnering with leaders in HR, Finance, Facilities, Faculties, and other areas to drive consistent adoption and new ways of working.
• Drive cultural change and adoption through communication, training, and collaboration with the BOS change and communications team, ensuring staff are supported, engaged, and capable of using new processes and systems.

About You

• Tertiary qualifications with extensive experience, including over 10 years implementing ESM solutions across multiple business domains, and strong knowledge of ITIL and service management frameworks.
• Deep expertise with service management platforms such as ServiceNow, with the ability to think strategically while delivering practical operational improvements.
• Strong stakeholder engagement and influencing capability, with demonstrated success working with senior executives, academic leaders, governance bodies, and diverse professional communities.
• Proven ability to navigate complex environments, manage dependencies and risks, and operate effectively under ambiguity, tight timeframes, and high organisational scrutiny.
• Broad understanding of transformation delivery disciplines, including program governance, benefits realisation, user-centred design, and organisational change management, ensuring measurable adoption and value.
• Exceptional written and verbal communication skills, including producing high-quality executive briefings and reports, along with a commitment to UNSW’s values, objectives, and relevant policies.

For further information on the role & responsibilities, please refer to the Position Description

How to Apply: Submit your CV & cover letter detailing your interest and suitability for the job (as per the skills & experience bullet points in the job description) before Thursday 15 January 2026 by 11:55pm.

Please note: Sponsorship is not available for this role, valid Australian working rights are required on application.

UNSW Benefits and Culture: People are at the core of everything we do. We recognise it is the contributions of our staff who make UNSW one of the best universities in Australia and the world. Our benefits include:

• Flexible Working Options (work from home, flexible hours etc)
• Additional 3 days leave during December festive period.
• Career development opportunities
• Up to 50% discount on UNSW courses
• Flexible 17% Superannuation contributions, additional leave-loading payments and salary sacrifice.
• Discounts and entitlements (retail, education, fitness passport)

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

Advertised: 19 Dec 2025 AUS Eastern Daylight Time
Applications close: 15 Jan 2026 AUS Eastern Daylight Time