Manager, IT Service Management

3 weeks ago

Brisbane, Queensland, Australia Sharp & Carter Technology, Projects & Digital Brisbane Full time

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Department of Education:

We provide high quality education services to the people of Queensland throughout every stage of their personal and professional development. We strive to enable and deliver a progressive high performing education system that looks to realise the potential of every student.
Operating through vital portfolios, such as Early Childhood and Education, we look to ensure that all Queenslanders have access to the education essential for strengthening our economy and enriching our communities.

Enterprise Technology Services:
Enterprise Technology Services (ETS) provides core technology solutions and services as part of the Information and Technologies Branch. Our shared focus is on making everything we do; simpler, easier and better through our business enabling approach and measurable outcomes.
The ETS team is dedicated to working in partnership to achieve shared goals whilst fostering a collaborative, agile and positive culture.

Your Opportunity
As the Manager, IT Service Management (ITSM) / Service Excellence within the Information and Technologies Branch, you will lead a team responsible for delivering and maturing ITSM practices across the department. This role plays a key part in ensuring the operational effectiveness and quality of ICT services, both internally and via external providers, while aligning service delivery with the department's strategic goals.
You will report directly to the Director, ICT Support Services, and work closely with senior stakeholders to deliver strategic ITSM outcomes in support of departmental priorities.

Your Role
Key responsibilities will include:

  • Leading the ITSM team across core functions, including:
    • Incident and Problem Management
    • Change and Release Management
    • Configuration and Knowledge Management
    • Service Level Management
  • Driving continuous improvement initiatives and capability maturity in line with ITIL and public sector best practices.
  • Collaborating with internal and external stakeholders to ensure ICT services are reliable, user-focused, and aligned with the department's needs.
  • Providing high-level strategic advice and reporting to senior leadership on ITSM performance, trends, and improvement opportunities.
  • Contributing to the development and implementation of departmental ITSM frameworks, policies, procedures, and performance metrics.
  • Managing team capability, including training, development, and succession planning to support a high-performance and values-driven workforce.
  • Supporting robust Business Continuity planning and execution across ITSM functions.
About You
To be successful in this role, you will demonstrate:
  • Significant experience in leading ITSM functions within a large, complex organisation.
  • In-depth knowledge of ITIL practices and their practical implementation for service delivery excellence.
  • Strong leadership, communication, and stakeholder engagement skills.
  • Proven ability to manage change, build capability and foster innovation across multidisciplinary teams.
  • Commitment to public sector values, ethical leadership, and continuous improvement.
Why Join Us?
  • Be part of a forward-thinking department committed to positive outcomes for Queensland communities.
  • Lead impactful, strategic ICT service improvements in an environment that values inclusion and respect.
  • Enjoy a flexible, supportive workplace that encourages career growth and development.
  • Competitive salary and benefits aligned to Queensland public sector standards.
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