Service Delivery Lead

**Job no**: 493444
**Work type**: Permanent - Full Time
**Location**: Brisbane CBD
**Categories**: Digital and Technology Group

**About WorkCover Queensland**

At WorkCover Queensland our vision is to be the best worker’s compensation insurer, to make a positive difference to people’s lives and to keep Queenslanders working. Our flexible work environment allows you to be your best every day and contribute to the big picture.

Our organisation is made up of individuals who collaborate and seek to engage others, working together as One Team. We embrace diversity and value people who bring personal energy and authenticity to everything they do. If you’re someone with a strong values-oriented compass and you want to achieve sustainable outcomes, you will find a great community at WorkCover_._

**About the Role**

As WorkCover embarks on an exciting growth phase marked by significant enterprise and digital transformation, you’ll play a pivotal role in this journey. As a Service Delivery Lead, you’ll play a key role in enhancing our IT services, aligning them with WorkCover’s strategic objectives. Reporting to the Service Delivery Manager, you’ll guide the efficient and secure operation of IT systems, while leading a team of service desk analysts and technical specialists and support staff.

Your role will involve optimising processes and frameworks to improve service delivery. You’ll collaborate closely with various Digital and Technology teams to craft and maintain IT policies, and ensure the security and integrity of our IT assets. Your focus will be on advancing automation and self-service capabilities, driving continuous improvement, and supporting governance forums.

Building strong relationships with stakeholders, vendors, and partners will be crucial for addressing challenges and ensuring a seamless support experience. You’ll oversee the management of Post Incident Reviews and Problem Management processes, contributing to the overall stability and effectiveness of our services.

To excel in this role, you will need a solid background in leading service operational functions, proven people leadership skills of a sizeable team, and a deep understanding of ITIL practices. Your ability to collaborate, drive performance, and adapt to evolving challenges will be key to achieving our service delivery goals and supporting WorkCover’s mission.

If you’re looking to make a significant impact and lead with purpose, this role offers a unique opportunity to do just that, while leveraging your people leadership and technical leadership skills in a supportive and forward-thinking environment.

**About the Team**

Within our Digital and Technology Group, the Service Delivery team values the diverse backgrounds and experiences of its individuals, fostering an environment where everyone’s voice is respected and heard. They offer support and guidance to one another, creating a strong sense of community within the team. In our workplace, there’s always space for laughter and jokes, ensuring that alongside productivity, enjoyment thrives too.

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, access to personalised learning and development opportunities and the holistic support of our health and wellbeing program. We offer industry competitive salaries, a generous superannuation scheme (including co-contribution) and study assistance. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

**How do I apply?**

To express your interest, please submit your resume and a two-page response to the following criteria:

- Extensive experience leading service operations and technical support teams, demonstrated strong people leadership, enhancing performance, fostering collaboration, addressing complex technical issues, and implementing best practices.
- Skilled in negotiating, influencing stakeholders, including managing vendor relationships, facilitating workshops, and clearly conveying complex technical information, while fostering collaborative problem-solving and building constructive relationships.
- Proficienct in translating strategic goals into actionable plans for IT service delivery, supporting governance forums, and managing Post Incident Reviews and Problem Management processes to ensure stable business service delivery.
- Proven experience in delivering continuous improvement initiatives by analysing service performance metrics, identifying areas for enhancement, and implementing solutions to increase efficiency and effectiveness in service delivery.

We are committed to finding amazing people to fill our vacancies but acknowledge that some standard recruitment processes do not always allow people, especially those from marginalised groups to shine. If there are any adjustments we can make or support we can offer in our recruitment process that will enable you to best present yourself an