Service Performance & Improvement Manager

Job description

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives. The Opportunity: Reporting to the Head of IT Service Management, the Service Performance and Improvement Manager is a key enterprise role responsible for leading continual service improvement and service performance across Technology Services. Working across all service management practices, you will drive a structured, metrics-led approach to improving service quality, reliability, governance and customer experience. This role is central to how WorkCover Queensland measures performance, identifies systemic opportunities and lifts service management maturity across the technology landscape. You will lead the service performance and monitoring function, translating data into actionable insight and maintaining a strong improvement pipeline across the service management system. Using continual improvement disciplines aligned to ITIL principles, you will help prioritise what matters most, reduce rep...