As the Director Support Services, you will lead the IT Service Desk and IT Systems Engineering teams, ensuring the seamless operation of IT support services and infrastructure. Reporting to the Chief Information Officer, you will drive operational excellence, aligning IT capabilities with business and project requirements. You will oversee IT service management, infrastructure reliability, and security while fostering a culture of continuous improvement. The role involves working closely with senior leadership to provide strategic IT advice, managing vendor relationships, and implementing best-practice policies in IT operations. This is a rare opportunity to apply your IT leadership experience to a high-profile legacy infrastructure project.

Job details

Cross River Rail Delivery Authority (CRRDA)…Your chance to work with the best!

Cross River Rail will transform the way we travel to, from and through Brisbane in the future. It will be a catalyst for 10 years of wider rail transformation across the whole of South East Queensland and it is already playing a key role in how we prepare for the 2032 Olympic and Paralympic Games.

Cross River Rail is a new 10.2km rail line including 5.9km of twin tunnels running under the Brisbane River and CBD. It includes the delivery of four new underground stations, two new above-ground stations, accessibility rebuilds for six stations, the construction of three new stations on the Gold Coast, and the introduction of a new world-class ‘ETCS' signalling system.

This is a once in a lifetime opportunity to work on one of Australia's largest infrastructure projects and to be a part of something that will leave a lasting legacy for generations to come.

About the Role 

As the Director Support Services, you will lead the IT Service Desk and IT Systems Engineering teams, ensuring the seamless operation of IT support services and infrastructure. Reporting to the Chief Information Officer, you will drive operational excellence, aligning IT capabilities with business and project requirements.

You will oversee IT service management, infrastructure reliability, and security while fostering a culture of continuous improvement. The role involves working closely with senior leadership to provide strategic IT advice, managing vendor relationships, and implementing best-practice policies in IT operations.

This is a rare opportunity to apply your IT leadership experience to a high-profile legacy infrastructure project. This position will be offered as a two-year contract with possible extension.

Key Responsibilities:

• Oversee IT service delivery, infrastructure support, and operational reliability.
• Lead the IT Systems Engineering team, ensuring SaaS, cloud, and network services meet operational demands.
• Manage the IT Service Desk to deliver high-quality user support and issue resolution.
• Develop and implement IT service management frameworks, policies, and procedures.
• Drive technology innovation and continuous improvement initiatives.
• Ensure IT capabilities align with business and project requirements.
• Monitor IT systems performance and recommend enhancements.
• Oversee technology vendor and supplier management.
• Build and develop high-performing teams within IT operations.
• Lead strategic planning for IT infrastructure and service improvements.

About You:

• Extensive experience in IT operations management, service delivery, and infrastructure support.
• Strong leadership skills with the ability to manage teams in a complex environment.
• Proven ability to lead change and project manage IT infrastructure upgrades.
• Demonstrated experience in governance, risk management, and compliance.
• Knowledge of common information security management frameworks such as IS18 / ISO 27001.
• Strong communication and stakeholder engagement skills.
• Bachelor's degree in Information Technology or a related field, or equivalent experience.

Why work with CRRDA?

On Cross River Rail you will not only work with the best but become your best. And as we enter a new phase of delivery, our project offers a rare career opportunity for top tier professionals to have played their part on something that is genuinely city shaping and transformative.

Our people are supported with flexible work options, career development through the Australian Institute of Management, salary packaging and access to world class employee assistance provider Telus Health.

At Cross River Rail we are an equal opportunity employer and strive to build balanced teams from all walks of life.

How To Apply

Please submit your Resume by clicking on the apply link before the closing date of 5th May 2025.

Aboriginal and Torres Strait Islander people are strongly encouraged to apply for all Cross River Rail Delivery Authority vacancies.

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Documents

Before applying for this vacancy please ensure you read the documents below.

• PD - Director Support Services - v.2 April 2025 (PDF, 116KB)
  Role Description