Service Outcomes and Excellence Officer

Exciting opportunity to work on innovating services to delivery outstanding community value
Flexible, hybrid, supportive work environment
$110,931pa plus super and RDO, Ongoing permanent position
The opportunity
Are you passionate about improving services to deliver exceptional outcomes for the community? Do you love working on organisational transformation projects? Do you enjoy working with diverse groups of stakeholders to identify and define innovative solutions to complex problems? The City of Boroondara is looking for a Service and Outcomes Excellence professional to join their dynamic Strategy and Performance Team.
The Service and Outcomes Excellence Officer will be instrumental in identifying and delivering service and process improvement initiatives in an innovative and agile way, to support the delivery of Boroondara’s strategic priorities and meeting our community vision. You will be critical to our success in delivering community outcomes with positive impact. Leveraging your expertise in problem-solving, and utilising your strong interpersonal skills, you will be actively engaged in service and process improvements and be a key support in the education and upskilling of operational teams in innovating and developing their service delivery processes. You will be helping to build the momentum around our culture of continuous improvement.
**More about the role - Key Responsibilities**:
Identify and conduct service and process improvements projects, to align service delivery with Council’s strategic objectives and deliver community outcomes in the most efficient way
Develop and maintain improvement prioritisation approaches and methodology
Develop and maintain outcomes frameworks and associated indicator metrics for each service against community outcomes and Council’s strategic objectives
Report preparation and data driven insights to measure and evaluate process and service performance
Excellent stakeholder engagement across operational teams and executive, including design and facilitation of service and process improvement workshops
Fostering a culture of continuous improvement
About You
You know how to use data driven insights to make recommendations for business process improvement. You can work independently and are comfortable using your influencing skills to support stakeholders on their journey of innovation and creativity.
About Us - We’re looking to give customers great experiences
We are known as leaders in the technology space in our sector. We offer flexible hybrid working arrangements helping our people balance work and life, along with being in a prime Camberwell location surrounded by leading cafes, restaurants and other key amenities. We are focused on providing a workplace that is rewarding, enjoyable, healthy and productive for all employees, making this a fantastic work lifestyle opportunity.
Want to know more?
Review the Position Description
Employment requirements
- Applicants must have the right to work in Australia
- Preferred applicants will be required to undergo a National Police Record Check

How to apply
Who are we?
The City of Boroondara is a metropolitan council, representing more than 170,000 people in the inner-eastern suburbs of Melbourne. A leader in the local government sector, with a reputation for innovation and excellence, we believe in providing an environment where our staff thrive, both in the work they do and in how they learn and develop as people and professionals.
We like to challenge the norm and we are investing significantly in innovation and technology improvements in order to provide our customers with an even greater experience and engagement. We are putting our customers at the forefront of what we do with our organisation wide initiative, Transforming Boroondara Program.
You will be instrumental in driving this change across the organisation using best practice approaches to successfully support us from the now to our desired future state.
With so much going on it’s a great time to join Boroondara
S-DNI