Service Improvement Lead

Deakin University; Melbourne; On-site; AUD 80,000 - 120,000; Part time

Benefits offered by this job

On-site childcare

Flexible working

Staff discounts

Health and wellbeing services

Job summary

Deakin University is seeking a Service Improvement Lead (0.8FTE) to drive service improvements within the Library. You will lead projects, analyse information, facilitate workshops and collaborate with service owners and delivery teams to enhance user experiences and decision-making.

Join a team focused on continuous improvement, service management maturity and readiness for digital and AI initiatives, with on-site facilities and flexible work options where applicable.

Qualifications

• Experience in service improvement, business process improvement, or service design.
• Strong analytical and problem-solving skills to interpret complex information.
• Ability to influence, engage and collaborate with diverse stakeholders.
• Experience leading projects or driving organizational change initiatives.
• Relevant degree and substantial experience, or an equivalent combination.

Responsibilities

• 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.

Skills

Service improvement

Process improvement

Stakeholder management

Analytical thinking

Project coordination

Education

Relevant degree

Job description

The Service Improvement Lead provides specialist expertise in service design, business process improvement and continuous improvement to enhance Library services and operations. In this 0.8FTE role, you will be 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.

As a Service Improvement Lead, you will:

• 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.
  

To be successful, you’ll have:

• 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.

Applications for this position close on Tuesday 3rd November 2026.

Benefits for working with us!

• On-site childcare, gyms, medical centres, cafes, accessible public transport, and convenient parking.
• Enjoy flexible working arrangements that support your work-life balance, generous leave entitlements including extended parental leave and the option to purchase additional time off, plus a wide range of staff discounts on travel and more.
• Our health and wellbeing services, ongoing professional development opportunities, and inclusive, supportive culture make Deakin a place where you can grow - whether you're working remotely or immersed in the vibrant energy of campus life.

Are You Ready?

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.