Service Improvement Lead

• Based at our Melbourne, Burwood Campus or Geelong, Waterfront Campus + hybrid work arrangements
• Part-time (0.8FTE), and continuing
• HEW 7 $110,171 - $121,309 + 17% Superannuation
  
  

The Service Improvement Lead provides specialist expertise in service design, business process improvement and continuous improvement to enhance Library services and operations. Working collaboratively across the Library, the role identifies opportunities to improve service delivery, supports evidence-based decision-making and helps ensure services remain responsive, scalable and aligned with strategic priorities.

As a key member of the team, you will work closely with service owners, stakeholders and delivery teams to drive measurable improvements, strengthen service management practices and support the Library's ongoing commitment to innovation and excellence.

• Lead service improvement initiatives, driving enhancements to Library services, processes and user experiences.
• Analyse complex information and provide insights that support strategic and operational decision-making.
• Facilitate workshops, lead projects and coordinate improvement activities from planning through to implementation.
• Build strong partnerships with stakeholders to identify opportunities, influence outcomes and deliver shared goals.
• Contribute to the Library's service management maturity, continuous improvement culture, and digital and AI readiness.
                                                                                                                                                                                  

• Demonstrated experience in service improvement, business process improvement, service design or a related discipline.
• Strong analytical and problem-solving skills, with the ability to interpret complex information and identify practical solutions.
• Proven ability to influence, engage and collaborate with a diverse range of stakeholders.
• Experience leading projects, coordinating work programs or driving organisational change initiatives.
• A relevant degree and substantial subsequent experience, or an equivalent combination of education, expertise and professional experience.
  
  

Please submit your updated resume and a short cover letter outlining your skills and experience.

For a confidential discussion regarding this role, please contact Deb Sansom, Manager, Library Governance and Strategic Initiatives via deb.sansom@deakin.edu.au

For a copy of the position description, please see below:

Service Improvement Lead - HEW 7.pdf

Deakin is a Victorian university with a global impact. We are an agile, dynamic, and innovative university committed to making a positive impact through our excellence in education, research and innovation and the contributions we make to the wider community.

We understand that our reputation has been built on the dedication and expertise of our staff and we offer a dynamic and diverse working environment with opportunities to grow and develop careers. We believe that a progressive, thriving culture will ensure that people choose to come, and stay at Deakin and contribute to our ongoing success.

We value diversity and aim to build an inclusive environment that champions, embraces and respects differences. We support and encourage applications from Aboriginal and Torres Strait Islander people, and people of all abilities, cultures, sexual orientation, and genders.

Pre-employment safety and suitability checks: In accordance with the National Higher Education Code to Prevent and Respond to Gender-based Violence, appointment to this role is subject to successful completion of relevant pre-employment checks, including Working With Children Checks and candidate gender-based violence declarations.

Candidates may be asked to declare whether they have been investigated for an allegation of Gender‑based Violence, or determined to have engaged in conduct that constitutes Gender‑based Violence during the course of their previous employment, or otherwise in a legal process.  A declaration is not required from individuals who have experienced gender‑based violence.  A ‘Yes’ response does not automatically exclude a candidate from employment, and any information provided will be treated confidentially and considered only for relevance to the role and the University’s safety obligations.

Advertised: 20 Oct 2026 AUS Eastern Daylight Time
Applications close: 03 Nov 2026 AUS Eastern Daylight Time

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