Team Leader, Service Design&Improvement, Vienna

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. The role is pivotal in driving operational excellence, continuous improvement, and service innovation across the organisation. You will lead a high‑performing team to redesign how services are designed, delivered, and continuously enhanced, ensuring service requests are effectively coordinated from intake through to completion.

Responsibilities

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

Identify process inefficiencies and drive end‑to‑end service improvements.

Establish consistent approaches to service design, prioritisation and delivery, supporting better decisions on demand, capacity and trade‑offs.

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

Use data and insights to identify trends, improve performance and inform decision‑making.

Partner 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.

Drive innovation through improved systems, tools and practices.

Build capability in continuous improvement and service design across the organisation.

Lead and develop a high‑performing team.

What You’ll 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

Health and wellbeing programs

Competitive salary and benefits

Recognition of achievements

To Enquire For more information about the role, please contact Ania Karzek on 8229 9857.

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