Director, Digital Service Centre

2 weeks ago

Brisbane, Queensland, Australia Queensland Health Full time

**About the Digital Service Centre**: eHealth Queensland is a fast-paced, challenging and supportive environment where each employee plays a critical role in the ongoing success of health deliveries for all Queenslanders. Working within the heart of eHealth, the Digital Service Centre, you will support and direct the staff who will be the first point of contact for ICT support for Queensland Health and our partners.

**Your Role**: The Director, Digital Service Centre is accountable for the support of Tier 0 - Tier 1 ICT service across Queensland Health which includes 16 Hospital and Health Services and the Department of Health which represents more than 97,000 employees, you will ensure that eHealth Queensland consistently meets grade of service targets.
You will develop strategies across a highly diverse and complex range of ICT services considering:

- Technology,
- Performance demand,
- Availability of resources

This role is also responsible for the implementation of Customer Experience (CX) initiatives and relating to first-line support to help support the improvement of customer engagement, satisfaction, and customer lifetime value.
To be successful in the Director, Digital Service have experience in the following:

- Strategically leading an ICT service desk to achieve its best practice customer service support of a large scale
- Knowledge of the principles and practice of IT Service Management (ITSM), Customer relationship management / stakeholder management
- Managing capability in the leadership and development of high performing, multi-discipline teams, including demonstrated success in achieving team cohesion in line with strategic direction.
- Developing, implementing, and evaluating strategic / business channel and operational management plans towards the delivery of customer services and experience that meet and exceed customer expectations and performance targets

**Benefits of working with eHealth Queensland**: By joining eHealth Queensland, you will work within a fast-paced, challenging, and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and development

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