As the Performance and Assurance Manager, you will play a critical role in enhancing the efficiency, effectiveness, and quality of QSS’ Services.
You will be responsible for driving a culture of continuous improvement within the organisation and implementing strategies to optimise service delivery.

Through your leadership and expertise, you will identify areas for improvement, implement best practices, and drive measurable results to ensure that service delivery and operational processes align with the evolving needs of the business.

Job details

As the Performance and Assurance Manager, you will:

• Drive the development and implementation of robust evaluation programs and oversee quality assurance standards to enhance service quality.
• Manage the Performance Assurance team with a focus on contributing to enhancing quality of customer service and system assurance.
• Lead the identification, recommendation and implementation of process enhancements to optimise service delivery and improve operational efficiency, conducting process analyses, and fostering a culture of continuous improvement.
• Design and manage a customer centric training program for the CST to enhance operational performance and quality of service to customers.
• Contribute to effective, customer focused teamwork by developing and understanding the roles and duties within the team and across the organisation, working collaboratively to achieve outcomes.
• Provide specialist expertise and advice to QSS executives and senior management to ensure compliance with applicable ICT standards, ITIL, policies and best practices.

About You

We recognise and celebrate that everyone is unique and we are looking to find the eligible person best suited to the role. In deciding who is best suited to this role, we may consider:

• the skills, experience, qualifications, knowledge and behaviours/personal qualities that you would bring to the role
• your potential to make a future contribution to the department (including the extent to which you have the potential for development)
• how you may contribute to the department's workforce diversity objectives.

To thrive in this role, you will need to demonstrate the following:

• Proven track record in developing and implementing quality assurance within a service delivery environment.
• Well-developed leadership skills and the proven ability to manage and coordinate internal and external stakeholders to effectively and efficiently prioritise work and meet operational deadlines and objectives, in a dynamic environment of competing priorities and agendas.
• Demonstrated analytical, and problem-solving skills, and the proven ability to successfully apply them to complex issues in the areas of customer service, governance, compliance, business performance and improvement.
• Highly developed oral and written communication skills, including strong interpersonal skills, ability to negotiate with influence and establish positive, strategic partnerships and collaborative working relationships with internal and external stakeholders.
• Demonstrated high level experience in ITILv4 frameworks and their practical application in driving continual service improvement.
• In addition, this role requires the leadership capabilities as outlined in the Leadership competencies for Queensland booklet.

Please refer to the attached Role Description for further & detailed information.

Applications to remain current for 12 months.

Further information

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

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

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

• 648455 25 - Role Description (Word, 297KB)