Service Review and Improvement Specialist

2 weeks ago

City of Knox, Australia Knox City Council Full time

Job no: 494740

Work type:
Permanent Full-time

Location:
Knox Civic Centre

Categories:
Management


This role will manage cross-organisational teams, secondments and vendors to meet the objectives of the service review and planning program.

The role will work closely with a variety of internal stakeholders including our Customer and Communications department to gather community feedback and customer experience data relevant to the service and our Chief Financial Office to understand true cost to serve.

The role will also be accountable for building capability across the organisation through the development of processes, guidelines, tools, training and coaching materials.


Responsibilities

  • Work with the business to establish an effective service review and planning program which recommends changes to senior stakeholders including the Senior and Executive Teams and Council. These reviews will assess the true cost of service delivery, community demand, customer experience, market analysis, environmental factors, forecasting and potential legislative changes, risk, benefits and ultimately defining the revised purpose of the service. The reviews will include recommendations indicating if Council should exit, maintain or enhance service delivery.
  • Lead crossorganisational teams to deliver service plans and reviews ensuring accountability to meet critical milestones, ensure key stakeholders are informed
  • Work closely with a variety of internal stakeholders to gather and analyse service data and provide key business insights to drive the decisionmaking process including community engagement and feedback.
  • Promote the value of service delivery improvements and influence and engage stakeholders to participate in the process.
  • Support the Head of Business Improvement to manage vendors to meet the goals and objectives of the team.
  • A strong and evident commitment to customer centricity
  • Guide and support work areas in maximising their service delivery to achieve work outputs.

The Successful Applicant

  • A Degree or Tertiary qualification in Business or relevant discipline.
  • Significant experience in leading service review and planning programs that analyse and provide sound recommendations on service models and methods of service delivery
  • Experience in training, facilitation and coaching in new processes and tools.
  • Demonstrated skill in managing analysis and hypothesisdriven problemsolving.
  • The aptitude to develop meaningful reports and data driven insights and dashboards.
  • Proven ability to lead and develop cross organisational teams to drive service planning and review programs by establishing clear purpose, goals and responsibilities
  • Demonstrated experience managing and delivering a program of service review and planning in partnership with the business and aligned to strategic and financial outcomes
  • The ability to work effectively with others to negotiate, gain consensus, and to develop and maintain trusted working relationships with the leadership team, business owners, technical experts and key stakeholders to gain their ongoing engagement and buyin to key business decisions.
  • Strong project management capabilities, and experience in change management
  • Strong analytical, problem solving and troubleshooting skills with keen attention to detail, along with the ability to effectively
  • Prioritise and execute tasks in a highpressure and budgetconstrained environment.

What's on Offer

  • Flexible, hybrid working
  • Competitive salary
  • Long term stable role with growth opportunities
Work with exceptionally talented leadership team. Leading Local Council. Strong vision, values and culture.

Advertised: 06 Apr 2023 AUS Eastern Standard Time

Applications close: 17 Apr 2023 AUS Eastern Standard Time

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