The Queensland Curriculum and Assessment Authority (QCAA) is seeking a Principal Service Delivery Officer to join the ICT Programs Unit. The Principal Service Delivery Officer ensures the efficient delivery of ICT support services by coordinating service desk operations, managing requests and incidents, and aligning with ITIL practices. The role also supports continuous improvement, resource planning, and project estimation.

Job details

What you will do

In the Principal Service Delivery Officer role, you will:

• Coordinate and oversee ICT service delivery operations, ensuring incidents, service requests, and changes are managed in alignment with the ITIL framework to maintain service performance, minimise disruption, and support continuous improvement.
• Lead project initiation activities, including the preparation of effort and resource estimates, engaging with technical SMEs, and supporting solution scoping that aligns with the organisation's ICT standards.
• Manage the assigning, monitoring, and prioritising of workloads across ICT support and project teams, ensuring efficient task allocation, clear accountability, and supervising allocated staff to ensure timely delivery of operational and project-based outcomes.
• Lead responses to high-priority incidents and service disruptions, including activating escalation procedures, coordinating technical response, and maintaining open communication with affected stakeholders until resolution.
• Create and maintain professional relationships and engage a wide range of stakeholders including business users, technical teams and school users through highly effective interpersonal and communication skills.
• Lead ICT service improvement initiatives, including identifying patterns in service desk data, conducting post-incident reviews, performing root cause analysis, and implementing changes to improve reliability, responsiveness, and customer satisfaction.
• Provide expert advice to ICT staff, stakeholders and executive leadership on ICT architectural principles and standards, with the ability to interpret architectural direction when coordinating service delivery, ensuring solutions and changes are aligned with strategic technology roadmaps and governance requirements.
• Manage competing priorities using Agile methodologies in a dynamic and high-pressure environment, reassessing work quickly as demands change, and maintaining focus on service excellence under tight timeframes.

What we are looking for

The QCAA is committed to selecting the person best suited to the role and to furthering equity and diversity. We strongly encourage applications from all gender groups, Aboriginal people, Torres Strait Islander people, people from culturally diverse backgrounds and people with all abilities.

The ideal candidate for this role:

• Gathers insights and embraces new ideas and innovation to inform future practice. In this role this means demonstrating innovative thinking, a passion for Agile delivery and an understanding of contemporary software development and deployment models (stimulates ideas and innovation)
• Demonstrates accountability for the execution and quality of results through professionalism, persistence and transparency. In this role you will need a proven ability to work under pressure, meet deadlines and prioritise workloads (drives accountability and outcomes)
• Builds and sustains relationships to enable the collaborative delivery of customer-focused outcomes. In this role this means excellent communication and influencing skills that will allow you to partner with key stakeholders throughout ICT and the business to work towards required outcomes (builds enduring relationships)
• Makes considered, ethical and courageous decisions based on insight into the broader context (makes insightful decisions).
• Collaboration with Architecture: Demonstrated ability to work effectively with enterprise and solution architects by aligning service delivery activities with established architectural principles, standards, and roadmaps to ensure system integrity, scalability, and compliance across change initiatives (technical)
• Project and delivery support: Proven experience supporting ICT projects by scoping, coordinating resource allocation, tracking progress against delivery milestones (technical)

How to apply

Please read the information in the attached role description and the Information for Applicants document. Your application should include:

• a letter (up to 2 pages maximum) telling us why you are interested in this role, what you'll bring to the role and what you'll get out of it
• your résumé (up to 3 pages) that details your qualifications and experience, and the names of two work-related referees, one of which should be your immediate supervisor.

Documents must be in Microsoft Word or PDF format and use at least 11-point font size.

Apply online at www.smartjobs.qld.gov.au.

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.

• QCAA Information for applicants (PDF, 205KB)
  Information Package for Applicants
  
  AO7 Principal Service Delivery Officer ICT Programs_ Dec 25 (PDF, 152KB)
  Role Description