ICT Services Delivery Lead

State Library of New South Wales

ICT Services Delivery Lead

Digital Experience Division

Clerk Grade 7/8, Ongoing

• Ongoing Full-Time
• Competitive remuneration package up to $142,503 p.a. (package includes salary between $113,574 - $125,720 p.a., plus employer's contribution to superannuation and annual leave loading)

About the State Library

The State Library of NSW is one of the great libraries of the world, with a history dating back to 1826. As one of Australia's oldest and important public institutions, the Library is responsible for preserving and presenting the social, cultural and scientific history of our State and our Nation.

Our purpose is to create a sanctuary for discovery, debate, gathering and joy. It's a place that holds our living record, where knowledge is freely accessible, helping us reach into the past and imagine what's next. The State Library of NSW is where we go to ask questions about the world.

About the Opportunity

We are seeking an ICT professional who will be overseeing the provision of ICT services to staff and readers/visitors delivered by both internal technology teams and external providers. The role is responsible for establishing processes and actions that ensure the delivery of ICT services and issue resolution remains customer-focused, professional, and prompt.

You will be working with the ICT Services team who is responsible for the delivery of ICT and digital services both for the staff and onsite readers\visitors. You are expected to maintain up-to-date knowledge of ICT service delivery and desktop technologies, keeping pace with advancements within the Library environment and the wider industry.

Some key responsibilities:

• Manage and administer all aspects of ICT service delivery, including overseeing development of desktop Standard Operating Environment, supervising Service Desk team to deliver high levels of service in terms of availability, performance monitoring, capacity planning, integrity, security, and client support.
• Develop, implement and maintain well documented and efficient ICT service management policies, procedures and processes and ensure they are followed.
• Manage 3rd party maintenance contracts for the delivery of ICT services and to review, report on and revise contractual agreements, as necessary.

The Ideal Candidate

You are a proactive and customer-focused ICT professional with a passion for public sector excellence. You bring:

• Demonstrated leadership and management of ICT service desk, delivery of ICT services and related projects;
• Proven experience introducing ICT service management practices and processes within organisations (ITIL certification is desirable);
• Knowledge of information security management systems, relevant NSW policies, procedures and standard and compliance requirements; and
• Experience managing external service providers, contracts and performance agreements.

What's in it for you?

• Thrive with our holistic wellbeing program - including access to Fitness Passport for gym and fitness facilities across Australia.
• Work where you feel inspired – a vibrant, collaborative office culture supported by flexible work options.
• Grow your career with extensive Learning & Development opportunities
• Feel supported – access professional wellbeing services through Converge, our all-in-one digital support platform.
• Family-first benefits – up to 14 weeks paid parental leave, plus dedicated leave for fertility treatments.
• Enjoy exclusive perks – staff discounts at the Library Cafe and Bookshop.
• Be part of the culture – free access to Library programs, exhibitions, and events.

How to apply

To apply for this role please provide a response to the following questions. Attach your answers as part of your application and/or as part of your cover letter. Please keep question responses to a maximum of 3 paragraphs and please respond to the shortlisting questions in your own words - we're looking to understand your perspective, not answers generated by AI tools.

Question 1

• How do you apply the Continual Improvement Model from ITIL in your service desk operations? Can you describe a service desk process you improved using feedback, metrics, or post-incident reviews?

Question 2

• Describe how do you stay current with emerging desktop technologies and security threats, and how have you applied that knowledge in your recent work?

Please ensure you attach an up-to-date copy of your CV as part of your application for the role.

The State Library of NSW welcomes and encourages applications from people with diverse backgrounds, including Aboriginal and Torres Strait Islanders, LGBTQI+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and workers of all ages. Candidates can request a reasonable adjustment throughout each step of the recruitment process by noting this in your application or contacting the People and Culture Team via

Talent Pool

Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months.

Eligibility to apply

To be eligible to apply for this role you must be either;

• an Australian citizen or
• a permanent resident of Australia, or
• a New Zealand citizen with a current New Zealand passport or a citizen of another country with an appropriate visa that allows you to work in Australia for the period of temporary employment or if you are seeking ongoing employment, you must hold a permanent visa that allows you to work in Australia.
• Appointment to this role is subject to Pre-employment Checks. Additional checks may be required throughout your tenure at the Library should the accountabilities of your role change.

Further information that may assist you with applying for this role

If you have any questions about the role, please contact People and Culture Team via

Closing date for applications: 24th October 2025 at 10am.