14 Jan, 2022

Process & Improvement Manager

  • Admin
  • Remote
Full time Business Development Management

Job Description

Changing communities for the better starts with you

Join us on our mission to change the world.

[Hidden]* is a global organisation of over 5,000 employees, providing smart software to deliver the public services of the future and improve outcomes for citizens.

We do this by collaborating with a large number of organisations including schools, libraries, local councils, state governments, and healthcare and community organisations, applying innovation and creative thinking.

We are problem solvers and experts in our field. And we love what we do because it makes a difference to those who really need it.

In our team we have some truly amazing people - smart, passionate, fun. And there’s plenty of room for you to join us.

So, are you ready to become part of our vision in building a better world though smart software and cloud services?

What does it take to become a [Hidden]*?

Ideally coming from a service delivery background, you will have exceptional stakeholder management skills, with the ability to navigate within a large complex environment.

Communication is key for this role, as you will need to engage with stakeholders to understand and articulate problem statements, areas for improvement and how you can assist in solving business and technology problems through your knowledge of process improvement and experience within a service delivery environment.

We welcome your unique talents

Please apply for this role if it would make you excited to come to work every day.

Sorry if this sounds cheesy, but we really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list below, please still get in touch. We'd love to have a chat and see if you could be a great fit. (It’s also a fact that women and underrepresented groups tend to only apply when they check every box…)

Ideally, you will come with:

  • Proven service management capabilities with good knowledge of Service Desk environments
  • Strong problem solving and documentation skills
  • Demonstrative customer service qualities
  • Commercial judgement and acumen
  • Sound customer/supplier management
  • Excellent data analytics skills

Theoretical and practical application of the ITIL Framework

A day in life…

The Process and Improvement Manager is responsible for driving continuous improvement, quality and reporting for within our Service Delivery Model. This role will deliver the processes and technology tools required to deliver an efficient and effective Service Delivery Model for the [Hidden]*, reviewing and monitoring processes and systems looking for efficiencies and innovative ways to deliver the customer requirements.

Working closely with the Team Leaders, SME managers and key Business Unit stakeholders to support our Service Delivery Model. In addition to leading improvement initiatives in an agile environment to support the [Hidden]* strategy.

Why you’ll love working with us

We know that when our people are happy they will work better and have greater work satisfaction. We are an Australian Business Awards Employer of Choice and a UK Financial Times Diversity leader for the second year in 2021, rising 400 places and ranking 10th overall in the IT and software sector. We work with leading organisations such as the Tech Talent Charter and White Ribbon

So here at [Hidden]*, we look after you. Here’s what you can expect:

Career opportunities – we take great satisfaction in seeing you grow and share your knowledge to other parts of our large business

Flexible work – we have the technology and tools to support you to work from that tropical paradise you’ve dreamed of… or even if you just prefer to work from home and come into our offices now and then to catch up and socialise with colleagues

We’re all different – and we love this about us. We provide an inclusive, safe and welcoming environment to all [Hidden]*, new and old

Focus on learning– there are heaps of opportunities to enable you to grow and be your best.

Giving culture - we encourage you to “give back” with benefits such as our Donate a Day leave where you can volunteer for a charity of your choice

Apply for this job - Become part of something special


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Remote Status

100% Remote | Work From Home

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