About WorkCover Queensland

At WorkCover Queensland 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 flexible work environment allows you to be your best every day and contribute to the big picture.

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.

About the Role

As WorkCover embarks on an exciting growth phase marked by significant enterprise and digital transformation, you’ll play a pivotal role in this journey. As a Service Delivery Lead, you’ll play a key role in enhancing our IT services, aligning them with WorkCover’s strategic objectives. Reporting to the Service Delivery Manager, you’ll guide the efficient and secure operation of IT systems, while leading a team of service desk analysts and technical specialists and support staff.

Your role will involve optimising processes and frameworks to improve service delivery. You’ll collaborate closely with various Digital and Technology teams to craft and maintain IT policies, and ensure the security and integrity of our IT assets. Your focus will be on advancing automation and self-service capabilities, driving continuous improvement, and supporting governance forums.

Building strong relationships with stakeholders, vendors, and partners will be crucial for addressing challenges and ensuring a seamless support experience. You’ll oversee the management of Post Incident Reviews and Problem Management processes, contributing to the overall stability and effectiveness of our services.

To excel in this role, you will need a solid background in leading service operational functions, proven people leadership skills of a sizeable team, and a deep understanding of ITIL practices. Your ability to collaborate, drive performance, and adapt to evolving challenges will be key to achieving our service delivery goals and supporting WorkCover’s mission.

If you’re looking to make a significant impact and lead with purpose, this role offers a unique opportunity to do just that, while leveraging your people leadership and technical leadership skills in a supportive and forward-thinking environment. 

About the Team

Within our Digital and Technology Group, the Service Delivery team values the diverse backgrounds and experiences of its individuals, fostering an environment where everyone’s voice is respected and heard. They offer support and guidance to one another, creating a strong sense of community within the team. In our workplace, there’s always space for laughter and jokes, ensuring that alongside productivity, enjoyment thrives too.   

Working in a collaborative team environment within a supportive and engaged organisation, you’ll enjoy a hybrid work model, 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. You can find out more about our Employee Benefits by visiting Working at WorkCover Qld.

How do I apply?

To express your interest, please submit your resume and a two-page response to the following criteria:

• Extensive experience leading service operations and technical support teams, demonstrated strong people leadership, enhancing performance, fostering collaboration, addressing complex technical issues, and implementing best practices.
• Skilled in negotiating, influencing stakeholders, including managing vendor relationships, facilitating workshops, and clearly conveying complex technical information, while fostering collaborative problem-solving and building constructive relationships.
• Proven experience in applying ITIL practices to optimise service delivery frameworks tailored to WorkCover’s needs, effectively managing IT service performance through the use of ServiceNow.
• Proficienct in translating strategic goals into actionable plans for IT service delivery, supporting governance forums, and managing Post Incident Reviews and Problem Management processes to ensure stable business service delivery.
• Proven experience in delivering continuous improvement initiatives by analysing service performance metrics, identifying areas for enhancement, and implementing solutions to increase efficiency and effectiveness in service delivery.

Please submit your resume and application response to Angela Ng, Senior Talent Specialist, with applications closing at 5pm, Friday 27th September.   

We are committed to finding amazing people to fill our vacancies but acknowledge that some standard recruitment processes do not always allow people, especially those from marginalised groups to shine. If there are any adjustments we can make or support we can offer in our recruitment process that will enable you to best present yourself and fully demonstrate your capability, please let us know how. 

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).

WorkCover Queensland is committed to building a safe and respectful workplace, celebrating difference and where all of our people feel included. Through our Diversity Council Australia membership, Reflect Reconciliation Action Plan, Age and Work Strategy and profile as a Work180 Endorsed Employer for Women, we continue to strive to do better for all of our people, and the Queensland community.

Aboriginal and Torres Strait Islander people are encouraged to apply!