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 repeat issues, improve service stability and embed governance that is practical, consistent and outcome focused. 

As a trusted enterprise leader, you will work with practice leads, domain leaders and stakeholders across Technology Services to influence improvement priorities, strengthen accountability and drive service excellence without relying on direct authority. 

About You 

You are an experienced IT service management leader with deep expertise in continual service improvement, service performance and governance. You know how to use data, insight and structured improvement methods to uplift service maturity, influence cross-functional leaders and deliver better customer and business outcomes in complex environments. 

You will bring: 

• Demonstrated success leading enterprise service performance, monitoring and continual improvement functions, with clear evidence of measurable uplift in service outcomes, customer experience and operational maturity. 

• Strong knowledge of IT service management, governance and continual improvement frameworks, with the ability to apply them practically across multiple service management practices. 

• Proven ability to design and embed metrics, reporting and governance frameworks that generate insight, strengthen accountability and support a prioritised continual improvement pipeline. 

• A tertiary qualification in Information Technology, Business, Management or a related discipline (or equivalent experience), supported by relevant ITSM certification such as ITIL 4. 

• Significant experience in senior technology, service management or service improvement roles within large, complex organisations. 

• Deep understanding of ITIL principles and continual improvement practices, including the ability to identify systemic issues, baseline performance, prioritise improvement opportunities and measure results. 

• Advanced capability in turning complex operational and technical data into clear, meaningful insights for leaders and stakeholders at all levels. 

• A strong track record of influencing senior leaders, aligning cross-functional stakeholders and embedding a culture of evidence-based decision making and service excellence. 

• Highly developed stakeholder engagement, facilitation and communication skills, with the ability to work across domains and drive outcomes through influence rather than direct authority. 

• Experience coaching leaders, lifting service management capability and driving sustained improvement across multiple practices and teams. 

Above all, you are proactive, collaborative and outcomes‑focused. You are someone who takes ownership of service performance and improvement as a discipline and is motivated to continuously improve how Technology Services operates to deliver reliable, high‑quality outcomes for customers. 

Why Join Us 

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values 

When you join us, you’ll benefit from: 

• A purpose‑driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives 

• A collaborative and supportive team environment that values empathy, trust and working together 

• Hybrid work arrangements that support flexibility and work–life balance 

• Personalised learning and development opportunities to support your growth and career progression 

• A holistic health and wellbeing program designed to support you both professionally and personally 

• Industry‑competitive salaries 

• A generous superannuation scheme, including co‑contribution 

• Study assistance to support ongoing education and professional development 

You can find out more about what it’s like to work with us by visiting Working at WorkCover Qld.   

How do I apply? 

If this sounds like you, we’d love to hear from you. Applications close 5pm, Thursday 11th May.  

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.  

Acceptance of applications submitted after advertising closes is at the discretion of the selection panel. 

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them. 

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). All permanent appointments are subject to a probationary period in accordance with our policy.