Quality and Continual Service Improvement Specialist

2 days ago

Canberra, Australia GMT People Full time

Melbourne, Canberra or Brisbane
- Fed Gov - aviation sector
- Aus Citizens only with ability to obtain a Security Clearance

**The Role**:
In this role you will engage within the Support Services team and with other stakeholders across Technology Enablement to lead and drive improvements, developing and managing an improvement register, tracking, and reporting on progress, and ensuring we learn from both successes and failures to continually improve our performance and delivery of quality service outcomes for our customers.

**Position Specific**:

- Proactively monitor and review Support Services customer interactions and customer satisfaction surveys on a regular basis to identify areas for improvement and development improvement plans.
- Proactive analysis of service performance data, presenting information to leaders.
- Proctively identify process improvements and lead the implementation of action plans to uplift
service delivery performance.
- Ensure that projects, teams, and functions have appropriate practices in place and are meeting required organisational quality levels.
- Determines areas where existing processes should change from analysing audit findings, and
driving improvements.
- Advises on and takes responsibility for controlling, updating, and distributing quality management techniques and improvement standards for Support Services.
- Lead the ongoing improvement of processes, documentation, standards, and procedures.

**Skills, Competencies and Qualifications**:

- Experience with ITSM and quality management standards and frameworks including ITIL, Lean Six Sigma, COBIT, ISO/IEC 200000
- Strong writing skills including creation of business cases, investment proposals and work packages
- Tertiary qualifications in a relevant field and/or equivalent experience.

**Eligibility**:

- Must be Australian citizen and have the ability to obtain a Government Security Clearance.

For more information please speak with Iain 0262010100 or our Consultants on 0262010100 or 0386139999.

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