Overview
Join to apply for the Head of IT Service Management role at WorkCover Queensland.
WorkCover Queensland is entering an exciting new chapter, with a renewed strategic focus and strong executive leadership guiding our organisation's 2030 Strategy. Join our dynamic Technology team as we embark on an enterprise-wide transformation that will enable us to continue making a positive difference to people's lives and keep Queenslanders working.
Reporting into the General Manager, Technology Services, the Head of IT Service Management is a senior leadership position in which you’ll play a key role in shaping our digital future, driving innovation, and ensuring our technology operations continue to deliver value for Queensland workers and employers.
In this pivotal role, you will:
- Lead and manage the IT Service Management function, delivering exceptional customer service outcomes that support employee productivity and drive customer satisfaction
- Develop and implement strategic IT service management frameworks, policies, and procedures to optimise service delivery across the organisation
- Oversee incident, problem, change, and configuration management processes to maintain high-quality service standards that meet or exceed business expectations
- Partner with senior leaders and stakeholders to deliver innovative, business-focused technology solutions that support WorkCover’s strategic objectives
- Manage vendor relationships and contracts, ensuring services are cost-effective, resilient, and aligned to SLAs
- Contribute to the Technology Senior Leadership Team, driving transformation initiatives and embedding a culture of excellence, innovation, and customer focus
Qualifications / What we are looking for
You’re an accomplished IT leader who thrives in dynamic, quick-paced environments and excels at translating complex business requirements into practical, scalable technology solutions. A natural leader, you’ve successfully built and guided multidisciplinary teams, fostering a culture of innovation, continuous improvement, and customer centricity.
Your exceptional stakeholder management skills enable you to influence at all organisational levels, while your analytical mindset drives data-informed decision making with proven experience in developing KPIs and performance metrics that demonstrate service value.
With a forward-thinking mindset and a deep understanding of IT service management frameworks, vendor management, and digital transformation, you will be able to lead teams through change while maintaining operational excellence.
- Proven track record of building and leading high-performing IT Service Management teams in Enterprise scale environments
- 10+ years of IT service management experience, with at least 5 years in senior leadership position
- Comprehensive knowledge of ITSM frameworks, service operations, and enterprise platforms (ServiceNow, Remedy, etc.)
- Strong vendor and contract management capabilities, with demonstrated success in meeting SLA’s and optimising operational costs
- Solid technical foundation in cloud technologies, cybersecurity principles, monitoring and automation tools, and release management processes
- Exceptional leadership and communication skills with the ability to influence stakeholders at all levels while fostering a culture of excellence, integrity, respect, and responsiveness
- Bachelor's degree in Engineering, Computer Science, or related field (preferred)
A bit about us
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 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.
Working in a collaborative team environment within a supportive and engaged organisation, you\'ll enjoy 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.
Please submit your resume and a covering letter of no more than two pages outlining your motivations, experience and suitability for the role.
We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds. To provide you the best experience, we can support with accommodations or adjustments at any stage of the recruitment process. Simply inform our recruitment team during your conversation with them.
Pre-employment checks will be conducted on all prospective employees. This will include a Right to Work in Australia Check, Police Check, Education Check, Reference Check and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld).
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- Information Technology
- Industries
- Insurance
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📌 Head of IT Service Management
🏢 WorkCover Queensland
📍 Queensland