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ITSM Practice Manager
QSS Systems; Queensland Shared Services; Data and Digital Government; Brisbane
Queensland Shared Services (QSS) is a shared service provider within the Department of Customer Services, Open Data and Small and Family Business (CDSB) and provides corporate transactional and advisory services to more than 73,000 public servants across 42 Queensland Government departments and agencies.
The ITSM Practice Manager plays a key assurance role, collaborating across teams to ensure the quality, consistency and effectiveness of IT service outcomes. This includes applying ITIL principles alongside Agile and Scrum frameworks to embed continuous improvement and governance into delivery practices. As QSS modernises its finance services while maintaining a hybrid environment of on premise and cloud payroll and IT systems, the role provides vital oversight and assurance that both new and existing services meet agreed standards, performance expectations & business objectives.
Job details
| Position status | Permanent |
|---|---|
| Position type | Flexible full-time |
| Occupational group | IT & Telecommunications |
| Classification | AO8 |
| Workplace Location | Brisbane Inner City |
| Job ad reference | QLD/666821/25 |
| Closing date | 03-Nov-2025 |
| Job duration | |
| Contact person | Vincent Enderbury |
| Contact details | Ph: (07) 3179 1109 Access the National Relay Service |
Key Capabilities and Attributes:
This is an exciting opportunity to play a pivotal leadership role in shaping the future of IT service management within Queensland Shared Services. The ITSM Practice Manager will ensure service excellence, quality assurance and continual improvement across a complex and evolving technology landscape. The role offers the chance to make a tangible impact by strengthening governance, driving innovation and delivering services that enable better outcomes for government and the community.
Proven ability to design, assure, and optimise IT service management processes that are both process-driven and human-centred — ensuring quality, consistency, and governance across a coordinated program of work that delivers measurable business outcomes.
Strategic and solutions-focused, with a strong bias for action, assurance and continuous improvement — adept at managing complex programs of work and embedding ITIL and Agile practices to deliver sustainable results in dynamic and evolving technology environments.
Authentic, motivational leader skilled at guiding and inspiring multidisciplinary teams to achieve organisational outcomes through collaboration, empowerment, and accountability.
Strong communication, interpersonal, networking, and influencing skills to build and sustain effective relationships with business stakeholders, delivery partners and service owners.
Demonstrated leadership, technical, and operational expertise in IT service management, with a focus on governance, assurance and driving continual service improvement aligned with organisational priorities.
Proactive in enhancing ITSM practices and optimising team performance, ensuring alignment with strategic objectives and the delivery of measurable service outcomes for Queensland Government clients.
Further information
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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Documents
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