Director Service Management and Improvement

2 weeks ago

Brisbane, Queensland, Australia Queensland Health Full time

The role:

Reporting directly to the Executive Director, the Director Service Management and Improvement is accountable for;

  • Information Technology Service Management (ITSM) strategy
  • Customer insights and analytics; and
  • Continuous improvement and quality assurance.


Specifically, the role coordinates all process owner activity and provides direction for implementation and maturation of sustainable ITSM processes and tools.

In addition, this position will be accountable for the design, review, metrics and continual service improvement of new and enhanced processes.

Are you right for this role?We are seeking a proven executive who is eager to deliver organisation-wide strategic leadership and implementation of ITSM/ITIL best practice, encompassing a single operating model for managing IT services and ensure that appropriate levels of ITSM/ITIL strategy and governance exists for the continual improvement of IT services and processes.


Additional key responsibilities include:

  • Drive the use of customer insights, gained through a comprehensive research program and performance reporting, to inform strategic decision making on efficiency and effectiveness initiatives
  • Lead ongoing investigation of potential service improvement opportunities by monitoring customer feedback and other customer insights to continuously improve both the delivery model and customer experience whilst driving operational efficiencies
  • Drive the development of improved service standards across all customer activities that are aligned with segment needs by reference to benchmarking and best practice standards that are aimed to reduce the customer effort in dealing with eHealth Queensland
  • Independently audit, deliver strategic advice and report on the organisation's customer performance to the Executive and Senior Leadership teams incorporating the use of benchmarking, trend analysis and comparative performance
  • Develop, manage and improve the IT service catalogue. Provide leadership for delivery of 24x7 service operations and establish metrics, key performance indicators and SLAs to continually improve the performance of IT operations
To be considered for this exciting opportunity you will possess:

  • Extensive senior level experience in service improvement, customer service strategy/delivery and/or stakeholder management
  • High level management capability in the leadership and development of high performing, multidiscipline teams, including demonstrated success in achieving team cohesion in line with strategic direction.
  • Extensive understanding of IT customer service delivery (ITSM/ITIL), including the ability to provide overarching governance to streamline processes, minimise rework across whole of business and drive positive customer and business outcomes
  • Advanced interpersonal, communication, negotiation, consultation and collaboration skills incorporating the ability to liaise and consult effectively with personnel at all levels within and external to eHealth Queensland
  • High level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
  • High level oral and written communication skills, including the ability to compile complex reports, briefs, correspondence and submissions on behalf of the Executive Director.
  • High level analytical and problem solving skills, including the ability to identify issues and risks across the branch and work collaboratively with stakeholders to develop solutions


In return for your skills and experience you will have the opportunity to work with an elite technical team to drive innovation and transformation.


  • Competitive salary + generous superannuation and leave loading
  • Flexible working arrangements
  • Diverse work culture
  • Career training and developmentThis work is licensed under a Creative Commons Attribution 3.0 Australia License.

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