About the Department Working for the Queensland Department of Education means joining an organisation that values its people and promotes leadership and innovation. Be part of an environment that respects professionalism and diversity, offers training and development opportunities and embraces flexible careers and work-life balance. Find out more about working with us. The Role As the Principal IT Service Management Officer, you will provide strategic leadership in shaping, delivering, and continuously enhancing IT service management practices across the Education department. You will guide the development and implementation of ITSM frameworks, ensuring that processes, tools, and standards are efficient, effective, and aligned with established best practices. Your expertise will drive consistent service quality and operational improvement across the organisation. In this role, you will ensure that IT services remain reliable, high performing, and closely aligned with the department's strategic objectives. By supporting the technology needs of teachers, students, and administrative staff, you will contribute directly to strengthening teaching, learning, and corporate operations across all schools and offices. The Right Fit In this role, you will lead the design, implementation, and continuous improvement of IT Service Management (ITSM) processes and governance frameworks. You will define standards, procedures, and tools aligned with ITIL best practices, ensuring consistency and compliance across the organisation. A key component of the role involves developing and maintaining service performance metrics and reporting, using analytics, stakeholder input, and industry benchmarking to drive ongoing service enhancement. You will champion high quality, ITIL aligned service delivery across all education sites by guiding, supporting, and maturing various ITSM practices. The role oversees cross functional initiatives aimed at improving operational efficiency and strengthening the digital service portfolio. This includes coordinating resources and leading activities related to process development, training, ITSM tool administration, and the assessment and approval of service management recommendations. A crucial part of the position is establishing strong communication channels and collaborative relationships with internal teams, external partners, and departmental stakeholders. Through consultation, education, and feedback loops, you will identify improvement opportunities and ensure accurate, timely information supports effective service delivery. You will actively monitor advancements in technology to support the evolution of innovative practices, while upholding comprehensive governance frameworks that manage service performance, regulatory compliance, and organisational risk. Interested? To Apply Attach a brief resume including contact details for 2 referees (referees should be familiar with your relevant work history). Attach a written statement (2-page maximum) in response to the attached role description. We welcome all applicants to share any support needed to ensure our recruitment process is inclusive. Applications remain current for 12 months from the closing date and may be considered for appointment to identical or similar vacancies within the Department. Applications from recruitment agencies will not be accepted.
