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Principal Customer Relationship Manager - 1WS
ICT Category Management & Sourcing; Digital Economy; Queensland Government Customer & Digital Group; Brisbane City
We are seeking an experienced Principal Customer Relationship Manager to join a collaborative team managing service delivery under the 1 William Street (1WS) contract. This role offers the chance to contribute to the Queensland Government’s operations in its flagship building while growing your skills in a supportive environment.
As the primary client contact, you’ll work with the Principal Contract Manager to oversee supplier performance and ensure effective delivery of shared ICT services, including:
Wired and Wireless Networking
Printing and Imaging
Room Booking Systems
Video Conferencing and Collaboration
This position is part of the ICT Category Management and Sourcing team, which provides strategic leadership in ICT service delivery. If you’re passionate about building strong relationships and delivering high-quality outcomes, we’d love to hear from you.
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | Contract Management |
| Classification | AO8 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/651728/25 |
| Closing date | 12-Aug-2025 |
| Job duration | |
| Contact person | Amelia Cardell |
| Contact details | Phone: 0412 038 032 Access the National Relay Service |
Principal Customer Relationship Manager - 1 William Street Contract
Location: Brisbane CBD | Permanent Opportunity
We are seeking an experienced Principal Customer Relationship Manager to join a small, collaborative team responsible for managing service delivery under the 1 William Street (1WS) contract. This role provides an opportunity to contribute to the Queensland Government's operations in a flagship building while developing and growing your skills in a supportive environment.
About the Role
As the primary client contact, you will work closely with the Principal Contract Manager to oversee supplier performance and ensure the effective delivery of shared ICT services, including:
Wired and Wireless Networking
Printing and Imaging
Room Booking Systems
Video Conferencing and Collaboration
This position is part of ICT Category Management and Sourcing, which provides leadership in whole-of-government ICT contracts, Standing Offer Arrangements, and best-practice contract management under the Queensland Government Contract Management Framework.
About You
You will bring a strong background in client relationship management, service delivery, vendor management, and/or stakeholder support, along with a sound understanding of as-a-service arrangements for delivering shared IT systems. Your ability to manage stakeholder expectations, including those of executive clients, interpret supplier performance agreements, and monitor service delivery will be critical to your success.
To excel in this role, you will demonstrate:
Proven experience in service delivery management across a range of ICT products and services.
High-level interpersonal, oral, and written communication skills, with the ability to diplomatically manage and resolve issues between parties.
A commitment to fostering a culture of customer advocacy within a service delivery environment.
Responsiveness to client needs in a dynamic environment, ensuring high levels of customer satisfaction.
Strong business and commercial acumen, with experience in developing and delivering to Service and Operational Level Agreements.
Why Join Us?
This role offers the opportunity to work in one of Brisbane's most iconic buildings while contributing to the delivery of critical services that support the business of government. If you are a confident communicator, an experienced IT/customer service professional, and enjoy working collaboratively to deliver solutions under multi-party supplier arrangements, we encourage you to apply.
This position is part of the Department of Customer Services, Open Data and Small and Family Business (CDSB) as part of the recent Machinery-of-Government changes. CDSB is currently in negotiations for a certified agreement to cover all CDSB employees. In the meantime, the Core Agreement conditions apply to this position.
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.
