About Us

We are proud of what we achieve for our community and we empower and value our staff by recognising achievements and delivering on our promises. We are respectful, innovative and easy to do business with and we engage our community to inspire progress and build a future. We enjoy what we do!

About the Opportunity

We are excited to offer a newly created leadership opportunity for a Team Leader, Service Design & Improvement to join our organisation.

This is a pivotal leadership role responsible for driving operational excellence, continuous improvement, and service innovation across the organisation. You will lead a high-performing team to improve how services are designed, delivered and continuously enhanced, and ensuring service requests are effectively coordinated from intake through to completion.

You will help shift the organisation from reactive service delivery to a proactive, data-informed model with clearer visibility of demand, priorities and performance. Working across the organisation, you will play a critical role in embedding continuous improvement practices, strengthening governance frameworks, and enabling smarter, more efficient ways of working, greater consistency and better service outcomes.

What You’ll Do:

• You will take ownership of building and shaping this function from the ground up, including:

• Leading the review, development and implementation of organisational policies, frameworks, practices and standards.

• Identifying process inefficiencies and driving end-to-end service improvements.

• Establishing consistent approaches to service design, prioritisation and delivery, supporting better decisions on demand, capacity and trade-offs

• Overseeing the triage, prioritisation, scheduling and tracking of customer service requests across teams, ensuring visibility, alignment and timely completion

• Using data and insights to identify trends, improve performance and inform decision-making.

• Partnering with stakeholders across the organisation to influence change and embed new ways of working, including with operational teams to embed proactive planning and improve the sequencing and timing of delivery where relevant.

• Driving innovation through improved systems, tools and practices.

• Building capability in continuous improvement and service design across the organisation

• Leading and developing a high-performing team.
  

What You’ll Bring:

You are a proactive and strategic leader who thrives on creating structure, improving systems and leading change. You will bring:

• Experience leading service design, business improvement or operational excellence initiatives.

• Experience in service planning, prioritisation, scheduling or coordinating delivery across multiple teams

• Demonstrated success in reviewing, improving and implementing policies, processes and operational practices in complex service environments.

• Strong understanding of continuous improvement methodologies and change management.

• Proven ability to work across teams to influence outcomes and drive alignment.

• Strong analytical and problem-solving skills, with the ability to use data to understand demand, performance and service constraints.

• Excellent communication and stakeholder engagement capability.

• Experience leading and developing teams.
  

Qualifications:

Relevant tertiary qualifications in business, management or a related field (or equivalent experience).

What we offer:

• Flexible working options

• Career development opportunities

• Health and wellbeing programs

• Competitive salary and benefits

• Recognition of achievements

• Employee Assistance Program

To Enquire:

To find out more about the role, please contact Ania Karzek on 8229 9857.

To Apply:

Please visit: Current Opportunities | City of Holdfast Bay

Applications must be submitted through the Careers portal on the City of Holdfast Bay website. Only applications receive through this portal will be considered.

Only applicants who address and meet the essential criteria in the Position Description will be considered.

Applications close at 9am on Monday, 15 June 2026.

Candidates may be required to undertake DHS Screening.