Manager, IT Service Management (ITSM) - ICT Support Services

About the Department of Education:

Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us.

About 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.

Responsibilities Include:

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, it would be highly desirable to have the following skills and experience:

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.

Interested? To Apply:

Attach a brief resume including contact details for 2 referees (referees should have an understanding of your relevant work history);
Attach a 2-page response to the How you may be assessed section of the attached role description.

We welcome all applicants to share any support needed to ensure our recruitment process is inclusive.

Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department.

Applications from recruitment agencies will not be accepted.<space>This work is licensed under a Creative Commons Attribution 3.0 Australia License.