Service Review Specialist

About the role

We have an exciting opportunity for a Service Review Specialist to join our Customer and Performance Directorate within the Strategy and Transformation Department. In this pivotal role, you will lead Council's organisation-wide service review program, helping ensure our 34 services are fit-for-purpose, customer-centric, financially sustainable and aligned with Knox's strategic objectives.

As our Service Review Specialist, you will make a meaningful impact by analysing and interpreting complex data, facilitating workshops, and engaging with stakeholders across all levels of the organisation to identify and understand service delivery costs, customer experience insights, community demand, environmental and legislative factors, and the overall effectiveness of service delivery models. You will provide evidence-based recommendations on the future of the service. Your expertise will support strong governance of the service review program as well as help uplift service planning across the organisation.

You will report to the Head of Customer and Service Improvement and work collaboratively across Council, including with senior and executive leadership.

This is a full-time, permanent Band 7 position based at Knox City Council, with flexible and hybrid working arrangements available to support work-life balance while meeting operational needs.

Remuneration will be Band 7, $110, $ 124, depending on experience) plus superannuation in accordance with the Superannuation Guarantee.

What you will bring to this role

The key selection criteria for this role are:

• Experience in delivering service reviews, aligned to strategic and financial outcomes.
• Strong leadership and stakeholder management skills with the ability to develop, influence and lead cross-organisational teams by establishing clear purpose, goals and responsibilities.
• Demonstrated analytical and investigative skills with strong attention to detail, capable of interpreting complex data from multiple sources and communicating insights effectively across all organisational levels.
• Exceptional interpersonal and communication skills, with the ability to build trusted relationships, negotiate and gain consensus, and effectively present complex information to diverse stakeholders through tailored reports, workshops and presentations.
• Strong project management and change management capabilities with proven ability to prioritise, plan and organise teams to deliver outcomes within set timelines.

How to apply

Please submit your application, including your resume and cover letter, online via the Apply button by 5pm on Tuesday 2 December 2025.

All applications must be submitted through the online portal. Direct applications to the hiring manager will not be considered.

For further information about this role, please contact Lucy Morse, Head of Customer and Service Improvement, at or on

A link to the full position description can be found on the Knox City Council Jobs and Careers page.

Please note: Candidates may be shortlisted as applications are received, and the role may close earlier than the advertised closing date.

Why work at Knox

Discover your future at Knox City Council, where you will deliver meaningful impact, find great opportunities and work with committed people to shape our community. As an employee of Knox, you can enjoy:

• Accrued or rostered days off available for full-time roles, depending on operational requirements

• Broad range of leave options including up to 16 weeks primary and up to 4 weeks secondary parental leave

• Salary sacrifice option for Council-owned childcare fees

• Opportunities to take on temporary roles or work in different teams to build skills and support career growth

• Support towards further study

• 50% off Knox Leisureworks memberships

• Employee Assistance Program (EAP) for support in managing personal and work-related challenges.

To find out more about the benefits of working at Knox City Council, visit

Inherent requirements

To view the inherent requirements for this position please see attachment below.

• Office Based role(s) - Inherent Requirements Table .DOCX

Our commitments

Knox City Council is an Equal Opportunity Employer that is committed to providing a workplace that embraces diversity and inclusion. We are committed to a positive, barrier-free recruitment process. If you have any support or access requirements, we encourage you to advise us at the time of application.

Knox City Council has zero tolerance for child abuse and all forms of harm to children. All children and young people who access our services, programs, events and facilities have the right to feel safe and be safe. This includes spaces owned or managed by Council. We take the wellbeing and safety of children and young people in our care seriously. We maintain a child safe organisation by embedding the protection of children into everyday thinking and practice. All Knox City Council employees, contractors and volunteers are responsible for ensuring children and young people are valued, heard and protected from abuse.

Knox City Council acknowledges our offices are located on the traditional lands of the Wurundjeri Woi-wurrung and Bunurong people of the Kulin Nation.

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