Program Lead - HR Transformation (ITSM)

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• Fixed-term, full-time position
• Flexible & hybrid working, from our office at Heidelberg Repatriation Hospital or your home  

Austin Health is the major provider of tertiary health services, health professional education and research across three campuses in the north-east of Melbourne and statewide. We have a highly engaged, diverse and collaborative workforce that is unified by our goal to help people live healthy and fulfilled lives. 

About the department

People & Culture is one of seven divisions reporting to the Chief Executive Officer at Austin Health. Based at the Repatriation Campus, HR Shared Services is an enablement function that delivers accurate and efficient HR services across the organisation.

The department is currently executing a significant HR Service Delivery Transformation Program, a phased initiative targeting five critical operational gaps across case management, knowledge management, service ownership, performance measurement, and stakeholder feedback. The Foundation Phase establishes the infrastructure and capabilities required to unlock all subsequent phases, including self-service portals, SuccessFactors optimisation, and future AI and automation capabilities.

About the role 

As the HR Transformation Program Lead, you will own end-to-end delivery of the HR Service Delivery Transformation Program - Foundation Phase, driving five interconnected initiatives that will fundamentally reshape how HR services are delivered across the organisation.

Reporting to the HR Services Manager, you will lead a small project team, apply lean and agile methodologies to drive rapid iterative delivery, and engage a broad network of cross-functional stakeholders across HR, IT, Payroll, and operational leadership.

A regular day will see you:   

• Lead program delivery across five foundation initiatives, developing integrated program plans, facilitating sprint ceremonies, managing risks and blockers, and reporting progress to the Steering Committee.
• Drive the design and implementation of JIRA Service Management and Confluence platforms, including custom case workflows, SLA frameworks, automated dashboards, and a centralised HR knowledge base.
• Develop and execute stakeholder engagement and change management strategies, running discovery workshops, co-designing solutions with operational teams, and leading structured communications and training programs.
• Build and maintain the HR service catalogue and service ownership matrix, defining clear accountability and escalation pathways across HR Shared Services, Payroll, and HR Systems.
• Establish and track program KPIs, including SLA compliance, first contact resolution, knowledge base utilisation, and CSAT scores, and completing a Foundation Readiness assessment ahead of Phase 2.

About you 

You are an experienced program or project leader who brings both strategic clarity and hands-on delivery capability. You thrive in complex, ambiguous environments, know how to bring people on the journey through change, and have a genuine passion for building systems and processes that make organisations work better.

To be successful in this role, you'll bring with you:

• 5+ years’ experience in project or program management, with a proven track record delivering service improvement or transformation initiatives from end to end.
• Hands-on experience with Atlassian products, specifically JIRA Service Management (configuration, workflows, SLAs, reporting) and Confluence (space design, content governance, knowledge management).
• Strong practical knowledge of lean and agile methodologies (Scrum, Lean, and/or Six Sigma), with the ability to apply these pragmatically to drive quality and velocity in a real-world delivery context.
• Expertise in change management and stakeholder engagement, including the ability to influence, negotiate, and build trust with diverse groups across all levels of an organisation.
• Leadership capability with the confidence to work autonomously, exercise sound judgement, and hold yourself and others accountable for outcomes in a fast-paced, ambiguous environment.

Our benefits 

Working at Austin Health means enjoying a strong sense of purpose, engaging in meaningful work every day. Our people also receive a variety of rewarding benefits, including: 

• Greater take-home pay through generous salary packaging, for living expenses, meals, and holiday accommodation. 
• A suite of wellness initiatives designed to support you, including discounted fitness memberships and special offers on health insurance, and a comprehensive wellbeing program. 
• Onsite childcare at Austin Hospital, easy access via public transport and car parking options. 
• Mentoring and career development opportunities. 

Work with us! 

We are committed to cultural safety and health equity for Aboriginal and/or Torres Strait Islander People. We celebrate, value, and include people of all backgrounds, genders, identities, cultures, bodies, and abilities. We welcome and support applications from talented people identifying as Aboriginal and/or Torres Strait Islander, people with disability, neurodiverse people, LGBTQIA+ and people of all ages and cultures. 

If you feel this role is right for you, we encourage your early application. Even if you don’t meet every single requirement, we encourage you to apply. What matters most is your passion, your drive and your willingness to learn and contribute. Applications will be reviewed as they are received, and interviews may take place prior to the closing date. This means we reserve the right to close a job ad prior to the advertised closing date. 

All appointments are made subject to a satisfactory National Police Check and if required, a Working with Children Check. If you require any reasonable adjustments to the recruitment process, you are welcome to reach out to the hiring manager: Tom Booth, Salary Packaging & HR Services Manager at Tom.BOOTH@austin.org.au

Interested in finding out more about this opportunity? Read the position description for further details. 

Application closing date: Sunday 29th March 2026