Service Excellence Manager – TtW
Core
Shape how young people experience services by strengthening practice, capability, and consistency across Employment & Training teams operating within the Transition to Work service model.
Role type
Senior employment services leader (service excellence)
Builds
Participant journey, frontline practice, and service consistency across multiple sites
Domain
Social services / Employment services / Youth support
Required skills
Leading complex multi-site operations, translating contractual requirements into practical guidance, identifying operational issues and driving sustainable improvements, using service data and participant feedback, stakeholder engagement, influencing without direct authority
Preferred skills
Experience in funded service environments, embedding consistent ways of working across dispersed teams, commitment to youth-centred outcomes
Technologies
N/A
Responsibilities
Lead service-wide improvements to strengthen participant journey and frontline practice; Work with senior leaders to establish clear practice expectations; Translate Transition to Work requirements into practical guidance; Identify recurring operational issues and turn them into sustainable improvements; Use participant feedback and data to strengthen outcomes; Collaborate across teams to improve shared systems and pathways
Seniority
Senior, strategic oversight with operational connection