Senior Manager People Service Delivery

About Us

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

• Lead the introduction of business improvement processes
• 12 month fixed term opportunity based at Mascot Head Office

At Qantas, our people are at the heart of everything we do. We're looking for an experienced and future-focused Senior Manager People Service Delivery to lead a transformation in how we deliver HR services across the Group.

In this strategic leadership role, you’ll champion the next wave of innovation in People Services—leveraging AI, data, and intuitive design to deliver a seamless and personalised employee experience to thousands of Qantas employees.

What You’ll Be Doing:

• Lead the strategy and transformation of People Service Delivery, focusing on intelligent self-service, employee empowerment, and operational excellence.
• Implement a centralised knowledge management system to streamline query resolution and keep information accessible and up-to-date.
• Utilise AI technologies to automate processes, personalise support, and generate data-driven insights for continuous improvement.
• Embed a culture of service excellence by defining clear KPIs, managing performance, and promoting a proactive and inclusive service model.
• Lead and develop a large, diverse team across Employee Services, Manager Services, and Uniform Operations.
• Partner with internal stakeholders to promote service enhancements and deliver high-impact communications across the business.
• Oversee supplier relationships, uniform logistics, and people-related sustainability initiatives.
• Foster a data-driven approach to decision-making, while aligning all initiatives with the broader Qantas Group strategy.

What You’ll Bring:

• 10+ years’ experience in HR or Shared Services, with proven success in leading large-scale service transformation.
• A degree in Human Resources, Business, or Management.
• Deep knowledge of HR practices and a strong grasp of AI and automation in service delivery.
• Experience implementing change, managing stakeholders, and driving continuous improvement initiatives.
• Strong leadership and coaching capabilities with a focus on performance, culture, and capability uplift.
• Exceptional communication, problem-solving, and project management skills.
• A systems-thinking mindset, and the ability to balance strategic vision with hands-on delivery.

Why Qantas?

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. 

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.

• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees.

• We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.

• We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.
If you’re ready for a culture that will challenge and excite you, submit an application today.

Applications close: Wednesday 30 April 2025

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.