Service Improvement and Training Manager

Te Whiwhinga mahi | The opportunity

We are seeking a Service Improvement and Training Manager to join Te Kahu Tauira | Student and Scholarly Services (SaSS).

This is a pivotal leadership role responsible for driving service excellence, capability development, and continuous improvement across the student services function. You will lead the design and adoption of service improvement initiatives that enhance the student experience while increasing organisational capability, resilience, and operational efficiency.

Working closely with your team of Training Specialists, service leaders, and stakeholders across the University, you will identify opportunities to improve processes, develop and implement training strategies, and champion best-practice service delivery. You will provide leadership for improvement initiatives across the end-to-end student lifecycle, ensuring Māori, Pacific, and equity considerations are embedded in service design and delivery.

As a trusted advisor and changemaker, you will facilitate workshops, lead process improvement projects, support capability development initiatives, and work collaboratively across the University to create meaningful, sustainable improvements. This role offers an exciting opportunity to influence strategic priorities while making a tangible impact on staff and student experiences.

This is a full time, 37.5 hours per week role on a permanent basis.

For more information, please review the Position Description.

Mō tō mātou rōpū | About the team

Te Kahu Tauira | Student and Scholarly Services (SaSS) brings together student experience, wellbeing, academic services, library and learning services, and student operations to deliver integrated, student-centred services across the University.

Our teams are dedicated to supporting student success, engagement, belonging, and achievement. Through collaboration and innovation, we work to provide seamless, high-quality services that meet the evolving needs of our diverse student community.

He kōrero mōu | About you

You will be an experienced service improvement and people leader with the ability to influence, collaborate, and drive meaningful change within a complex organisation.

To be successful in this role, you will bring:

• A relevant tertiary qualification or equivalent professional experience.
• Significant experience in process improvement, programme or project management, operations management, workforce development, or a related field.
• Experience operating at a senior advisory level within a complex organisational environment.
• Proven experience delivering and improving services for Māori, Pacific, and equity groups.
• Demonstrated expertise in business analysis, process improvement, and change management.
• Strong people leadership and stakeholder engagement skills.
• Experience building capability through training and development initiatives.
• Excellent communication, facilitation, and relationship management skills.
• Knowledge of student management systems and service delivery frameworks.
• A commitment to Te Tiriti o Waitangi, equity, inclusion, and mana-enhancing service delivery.

Experience within a tertiary education environment and familiarity with continuous improvement methodologies such as Lean Thinking would be advantageous.

Me pēhea te tuku tono | How to apply

Applications must be submitted online by the closing date of 19/9/2026 to be considered. Please include your cover letter and CV highlighting how you can meet the abovementioned skills and experiences.

Please note that we may close the advert earlier if we find a suitable candidate.

Please reach out to Alice Barry – a.barry@auckland.ac.nz for a confidential conversation. Alice is available in the absence of the line manager, Victoria Clark who is on leave until Thursday, 1st October 2026.

We are happy to answer your questions, but we do not accept applications by email.