Service Performance & Improvement Lead

Reporting into the Head of Service Delivery, the Service Performance & Improvement Lead is a parental leave cover opportunity and is accountable for embedding quality standards and continuous improvement across Intellihub's operational activities. The role works closely with internal teams and business partners to analyse performance, uplift capability, and ensure processes deliver reliable, customer-centric outcomes at scale.

• Lead continuous improvement initiatives that enhance service quality, customer outcomes and operational efficiency.
• Develop, implement and maintain service standards, quality frameworks and assurance processes.
• Identify, document and maintain Standard Operating Procedures (SOPs) to support consistent service delivery.
• Analyse performance data, customer feedback, audits and operational metrics to identify trends, risks and improvement opportunities.
• Facilitate root cause analysis activities and implement corrective actions to address recurring issues and reduce rework.
• Partner with operational leaders to uplift capability, embed best practice and improve accountability for service outcomes.
• Support customer escalations where broader systemic issues require investigation and resolution.
• Prepare and present insights, recommendations and performance reporting to support informed decision-making.
• Facilitate workshops and improvement initiatives to drive operational excellence and business outcomes.