Description:
Join our team and unlock your IT potential!We are looking for a Senior Service Manager to lead the implementation of service management practices across ITP, providing guidance, documentation, and support to stakeholders for our business unit, Information and Technology Partners (ITP). Drive continuous service enhancements through data analysis, feedback, and targeted improvement initiatives whilst contributing to strategic programs.
ITP is hosted by the Department of Primary Industries (DPI) and delivers information technology and information management services to 7 government agencies. Our purpose is to provide effective and innovative services as a trusted, strategic partner distributing smart, secure and seamless solutions. We connect people, processes, information and technology to deliver better outcomes for Queensland.
The Opportunity
As our Senior Service Manager, you will champion best‑practice IT service management across ITP—partnering with teams to uplift capability through clear documentation, intuitive support systems, and practical training and coaching. Maintain the service catalogue, monitor service performance, and conduct regular reviews to ensure SLA compliance and identify improvement opportunities.
You Will Also Be Responsible To
- Enhance how we support our internal teams and external partners by turning insights into actionable solutions.
- Maintain service levels, agreements, and performance expectations, and ensure stakeholders and partners always have access to accurate, transparent service information.
- Lead proactive Service Reviews and Health Checks, assess service performance, strengthen SLA compliance, and identify ways to optimise delivery.
- Deliver improvement projects that contribute to ITP's success—leveraging feedback, analysing trends, and transforming review insights into impactful enhancements.
- Prepare clear, compelling reports, proposals, briefings, and submissions on IT services, service management practices, and improvement initiatives.
- Collaborate on strategic programs and continuous improvement efforts that lift our service maturity and strengthen our partnerships.
- Foster a high‑performance, innovative team culture where ethical practices, workplace safety, equity, and diversity are valued.
- Must have attained an ITIL-v4 (Foundation Certified).
- Demonstrated experience applying ITIL practices, managing IT services using ITSM frameworks such as ITIL‑v4, and working with ITSM tools.
- Skilled in planning and conducting service reviews, identifying service issues, risks, and improvement opportunities.
- Experience in maintaining an IT service catalogue and supporting service onboarding, service changes, and lifecycle updates.
- Experience in identifying trends and issues and contributing to service performance reporting.
- Strong written and verbal communication skills, along with negotiating facilitation skills and experience preparing quality proposals.
You will enjoy a variety of benefits DPI have to offer, including:
- Attractive salary + 12.75% super
- Get work-life balance flexibility and support you need to thrive, with up to 50% WFH
- Follow your path wherever it leads with our learning and development opportunities
- Work with passion and purpose
- Have a tangible impact, for today and tomorrow
- Enjoy interesting, diverse work
- Enjoy role clarity and role autonomy
- Be part of our one, diverse DPI.
Find purpose you feel, impact you see and a legacy you bring to life.
Applications to remain current for 12 months.
Job Ad Reference: QLD/679332/26
Closing Date: Wednesday, 04 March 2026
Occupational group IT & Telecommunications
17 Feb 2026;
from:
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