Service Performance & Improvement Lead

Reporting into the Head of Service Delivery, the Service Performance & Improvement Lead is a parental leave cover opportunity and is accountable for embedding quality standards and continuous improvement across Intellihub's operational activities. The role works closely with internal teams and business partners to analyse performance, uplift capability, and ensure processes deliver reliable, customer-centric outcomes at scale.

• Lead continuous improvement initiatives that enhance service quality, customer outcomes and operational efficiency.
• Develop, implement and maintain service standards, quality frameworks and assurance processes.
• Identify, document and maintain Standard Operating Procedures (SOPs) to support consistent service delivery.
• Analyse performance data, customer feedback, audits and operational metrics to identify trends, risks and improvement opportunities.
• Facilitate root cause analysis activities and implement corrective actions to address recurring issues and reduce rework.
• Partner with operational leaders to uplift capability, embed best practice and improve accountability for service outcomes.
• Support customer escalations where broader systemic issues require investigation and resolution.
• Prepare and present insights, recommendations and performance reporting to support informed decision-making.
• Facilitate workshops and improvement initiatives to drive operational excellence and business outcomes.

You may come from a service delivery, customer operations, contact centre, quality assurance, or outsourced service environment, where you've been responsible for monitoring performance, identifying improvement opportunities, and driving initiatives that enhance quality, efficiency, and customer outcomes. You are a collaborative and influential professional who can engage stakeholders, drive change, and deliver meaningful business results.

• Tertiary qualification in a relevant discipline, or equivalent professional experience.
• Project or change management qualifications and/or experience (e.g. PRINCE2, Prosci) will be highly regarded.
• Proven business process improvement experience, with the ability to identify root causes and facilitate workshops or improvement activities that deliver sustainable solutions.
• Experience working with outsourced service providers , including performance monitoring, quality oversight, and continuous improvement initiatives, would be beneficial.
• Confident presenter with strong facilitation, stakeholder management, and influencing skills.
• Excellent written and verbal communication skills, with strong attention to detail.

This opportunity is offered as a maximum-term contract for up to 12 months to cover a period of parental leave.