It Service Management Specialist

Build the future with QTC

Join an organisation that has been recognised as ‘one of Australia’s best places to work’, winning multiple Employer of Choice awards in recent years for professional development, employee benefits and culture.

QTC is the central financing authority for the Queensland Government and provides financial resources and services for the State. We manage the State’s funding program in the global capital markets to deliver sustainable and cost-effective borrowings for the Queensland Government, local governments, and other related entities (our clients). 

With a statutory role to advance the financial interests and development of the State, we help to deliver innovative, long-term solutions that contribute to the growth of Queensland’s economy. We protect Queensland’s financial interests and deliver better financial outcomes by centralising the management of our clients’ borrowings, cash investments, and foreign exchange.

Purpose of Role

The Senior Associate, Service Management and End User Computing is responsible for the governance and enablement of QTC’s IT Service Management (ITIL®) functions ensuring that the relevant people, processes, and technology are aligned with the QTC strategic direction and the goal of achieving operational excellence.

It also provides expert consultancy through the technology design function to non-technical business application owners regarding Service Management and Supplier Performance Management.

Responsibilities & Accountabilities

• Ensure that QTC’s IT Service Management processes are:
  • aligned with established and emerging industry best practice e.g. ITIL® and are continually maintained for ongoing maturity,
  • aligned with QTC’s strategic objectives including:
    • achieving operational excellence, and
    • managing technology risk

while avoiding excessive process demands causing unwarranted delays to QTC business functions,

• implemented, managed, and facilitated appropriately by outsourced process leaders and staff, and
• understood and adhered to by all relevant stakeholders, escalating to technology leadership as required.
• Develop and lead the implementation of a roadmap for the ongoing maintenance and enhancement of in-scope IT Service Management processes, ensuring that QTC’s business change governance process is adhered to and aligned with during the implementation phase.
• Regularly assess the maturity and effectiveness of QTC’s IT Service Management processes by:
  • participating in internal and external audits in collaboration with QTC’s Risk division
  • arranging and leading independent assessments by subject matter expert consultants, and
  • arranging, leading, facilitating, and administering governance forums in collaboration with QTC’s community of outsourced IT service providers.
• Actively seek feedback from QTC’s leaders and staff regarding the effectiveness of the IT services and align process improvement opportunities to best address any identifiable gaps and to maximise the realisation of opportunities to leverage excellence.
• Ensure that QTC’s IT Service Management practitioners, including employees of outsourced vendors, operate as a cohesive team working towards common goals and serving QTC’s best interests.
• Take a lead role in the governance and supplier management of QTC’s primary Managed IT Services provider including:
  • implementation, facilitation, administration, and management of the agreed Account Governance Framework, in collaboration with Procurement and engaging other Technology and Data functions as appropriate,
  • building and maintaining constructive relationships with supplier account representatives and delivery team leaders, and
  • escalating instances of under-performance and managing issues to resolution.
• Act as the owner of QTC’s IT Service Management tools (e.g. ServiceNow) ensuring that they are:
  • regularly maintained with security patches, version upgrades, and
  • continually enhanced to improve end user experience and process efficiency and effectiveness.
• Lead the governance and supplier management of QTC’s ITSM tool support partner to ensure that the tool is maintained and enhanced effectively and efficiently.
• Other duties as deemed relevant to business requirements and within the technical competency of the position.

Competencies

Technical Competencies

• Strong technical knowledge of current IT Service Management trends and associated industry best-practice approaches.
• In-depth understanding of best-practice ServiceNow configuration for ITSM and the associated Common Services Data Model (CSDM).
• Understanding of contemporary technology project management methodologies.
• Basic budget and financial management capability.

Behavioural Competencies

• Proactive approach focused on, safely, delivering positive results. 
• Integrity, including upholding strong professional and ethical standards.
• Achievement focus, earning the respect of others and sharing responsibility well. 
• Desire for excellence, using flexible and agile processes to continuously improve.
• Respect and affiliation, including recognising contributions, welcoming ideas, acting with honesty, being inclusive and embracing diversity.
• Self-actualization, including acceptance of facts, lack of prejudice, ability to solve problems, sense of morality creativity and spontaneity. 

Leadership & Management Competencies

• Ability to manage outsourced IT service providers in a complex multi-vendor environment, including:
  • Service level management / Service performance management
  • Relationship management
  • Risk management
  • Financial management

through the application of formal and informal governance processes.

• Ability to lead and manage change initiatives and projects in the IT infrastructure domain, coordinating resources from multiple suppliers and managing tasks to schedule, risks and communication to stakeholders.
• The ability to manage organisational change impacts of IT infrastructure work would be highly regarded.

Qualifications

Essential

• ITIL Specialist (Create, Deliver & Support)
• Certification in relevant Service Management practices (e.g. ITIL®, SIAM®) at Foundation level. 

Desirable

• Requires a University Degree in Information Technology, or equivalent experience.
• Project delivery certification (Agile or similar)

Experience

Essential

• Minimum of 5 years prior relevant experience required.
• Delivery of IT Service Management function in organisations of similar size and complexity through the management of outsourced service providers.

Desirable

• Experience delivering technology projects.

Why will QTC be the best work of your career?

Work

We do work that improves Queensland for generations. We are a leader in finance, creating meaningful solutions with profound outcomes. We set the standard in financial solutions. We address the challenges of today, with results for tomorrow. 

People

We are an inspired team of solution creators. We believe that curiosity is the ultimate problem solver. That the best teams are united by trust, not divided by ego. And that diversity sets us apart. 

Culture

We recognise that developing our people leads to their success, that energised teams create brighter outcomes and that with the freedom to challenge, we can strive for better together. 

Benefits 

We are dedicated to investing in your future. We understand that an energised mind is cultivated by time and investment, that developing future leaders requires commitment and that your best work starts with your best self. Benefit from a best-in-class professional development program, flexible work, leadership programs, study support, paid-parental leave, salary packaging and a corporate wellbeing program (including discounts for you and your family to a range of fitness facilities close to home or work).

‘Employer of Choice’ and Culture awards

QTC has been recognised as one of Australia’s best places to work, receiving the ‘Employer of Choice’ award from Human Resources Director (HRD) in 2023, 2022, 2021 and 2020. In 2019, QTC received a high-profile award from the world’s foremost culture and leadership experts —The Human Synergistics’s Culture Transformation Achievement Award—for the positive behaviour and attitude of its employees.