(Senior/ Lead) Manager, Service Management and Planning
Core
Lead service transformation initiatives and manage Quality Service Manager (QSM) operations to deliver quality service to parents and the public.
Role type
Senior Manager, Service Strategy and Quality Management
Builds
Service delivery processes and omnichannel experiences for the Ministry of Education
Domain
Public Sector / Education
Required skills
Service strategy and planning, Quality Service Management, Customer Experience, Data analysis, Stakeholder management, Customer journey mapping, Design thinking, Change management
Preferred skills
Digital tools for service operations
Responsibilities
Manage QSM office operations and guide divisions on escalated cases, Collaborate on Whole-of-Government service quality initiatives, Analyse survey insights to identify service gaps, Lead customer journey reviews to redesign service processes
Seniority
Senior, hands-on IC
