Position Brief
Salary: From $111,401 to $117,924 plus Superannuation.
Position: ICT Service Governance Officer.
Full Time | 9‐day fortnight | 36 hours.
About the Team
We're entering a new chapter for the Chief Technology Office at the City of Gold Coast as we deliver bold, future-focused solutions. With the launch of our IT Operating Model and the transition of critical IT services in-house, we are transforming the way we deliver technology—making it faster, more responsive, and more aligned with the needs of our organisation and customers.
As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward-thinking Chief Technology Office—one that adds real value, delivers better outcomes, and works in smarter, more agile ways.
If you're equally excited about innovation, transformation, and making a meaningful impact, now is the perfect time to join us.
About the Role
We are seeking an experienced ICT Service Governance Officer to play a key role in strengthening and evolving our ICT service governance and operating model. This position supports the delivery, performance, and ongoing maturity of ICT services across the organisation.
You will work closely with the CTO leadership team, Platform Technologies, Enterprise Architecture, EPO/P3M, and Technology Business Management Officer/Finance, to integrate service governance with financial and performance transparency across the technology portfolio.
This role ensures ICT services, governance frameworks, and service delivery standards are aligned with enterprise priorities, business capabilities, and digital transformation goals. You will exercise oversight of compliance, performance and decision-making through established governance forums and provide clear, evidence-based reporting that supports cost transparency, risk mitigation, audit closure, and continuous improvement.
The successful candidate will help shape and mature the IT Operating Model, define and optimise Service Level Agreements (SLAs), and manage the organisation's IT Portfolio of Services while embedding best-practice governance frameworks and performance reporting.
Essential
* Relevant Degree in Information Technology or equivalent experience.
* Proven experience leading IT service governance, IT operations or service delivery teams within a medium-to-large organisation.
* Strong knowledge of ITIL frameworks, service design and transition practices, SLAs and service performance reporting.
* Demonstrated experience developing and implementing IT Operating Models or ICT Governance Frameworks.
* Experience in vendor and contract management, including compliance and performance oversight.
* Strong analytical, financial and reporting capabilities related to ICT services and cost transparency.
* Excellent leadership, stakeholder engagement and communication skills.
Desirable
* ITIL, SIAM and/or contract/vendor management certifications or experience.
* Prince2, Agile, Six Sigma, Lean and/or Cyber Security experience or certifications.
Be part of shaping the Gold Coast's future
The Gold Coast is inspired by lifestyle and driven by opportunity. We are the second largest Council in Australia.
Benefits
* 9‐day fortnight
* Flexible work arrangements to suit your lifestyle, including hybrid/work from home options, flexible working hours and locations.
* Personal and professional development courses.
* Access to 350+ fitness facilities through Fitness Passport.
* 4 free confidential counselling sessions a year for you or an immediate family member.
* 1 free nutritionist and financial advice session per year.
We pride ourselves on our shared mission of being a high-performing, customer-focused organisation which delivers value-for-money services to the community.
How To Apply
To submit your application, please click apply now and complete the application form. You will be required to upload your resume and a cover letter (no more than two pages) outlining how your skills, experience and personal attributes will enable you to be successful in this role. Please note that you may also be asked to provide relevant qualifications, where applicable.
Contact Person Ashley Shannon
Contact Email ashannon@goldcoast.qld.gov.au
Closing Date Friday 20th March 2026 at 11:59pm
Our selection process may include a one-way video interview via Criteria, a face-to-face or virtual interview via Microsoft Teams, reference checks via Xref and additional checks including police checks, employment history checks, qualification checks, pre‐employment medical reviews and drug and alcohol testing.
We're committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high‐performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We consider all qualified candidates for employment, irrespective of race, age, religion, gender identity, sexual orientation, disability, or other protected characteristics by law.
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