Lead and transform Technology Services' performance reporting, monitoring and observability capabilities, leveraging ServiceNow, automation and analytics to deliver trusted insights, improve service outcomes and support executive decision-making.

The Opportunity 

As the Lead Performance & Monitoring, you will:

• Lead the design and governance of technology service performance reporting across Technology Services.
• Establish and govern KPIs, SLAs, OLAs, KRIs and service health measures aligned to business outcomes and ITIL practices.
• Drive the uplift of ServiceNow reporting and Performance Analytics capabilities.
• Transform manual, spreadsheet-based reporting into automated dashboards and actionable insights.
• Lead monitoring and observability practices to ensure meaningful service signals, thresholds and escalation pathways.
• Provide reliable and audit-ready reporting for executive leaders and governance forums.
• Partner with technical and business stakeholders to improve performance maturity and deliver measurable service improvements.
• Act as the trusted authority on performance data, reporting standards, monitoring and service performance governance.

About You 

You are a hands-on technology service management professional with deep experience building, governing or significantly improving service performance reporting capabilities within a complex or regulated environment.

You don't just report on performance, you use data to influence decisions, drive service improvement and improve operational outcomes. You're comfortable working with senior stakeholders, challenging data where required, and translating complex operational information into meaningful insights and actions.

What You Will Bring 

• Strong experience in IT service management, service performance reporting or monitoring within a complex technology environment.
• Advanced experience with ServiceNow reporting and Performance Analytics, including KPIs, indicators, dashboards, targets, breakdowns and trend reporting.
• Demonstrated experience governing and reporting against KPIs, SLAs, OLAs, KRIs and service health measures.
• Proven success improving reporting capabilities through automation, tooling and data integration.
• Experience reducing manual reporting processes and improving reporting reliability and scalability.
• Strong data analysis capability and experience sourcing, validating and integrating data from multiple systems.
• Experience producing concise, outcome-focused reporting for executives and governance forums.
• Strong understanding of monitoring and observability practices, including service signals, thresholds, alerting and escalation.
• Excellent stakeholder engagement skills, with the ability to influence outcomes and drive improvement without direct authority.
• Experience with Power BI or similar business intelligence tools is highly regarded.
• ITIL certification, ServiceNow certifications and experience in regulated environments are highly desirable.

How do I apply? 

      If this role sounds like you, we’d love to hear from you. Please submit your resume and a one-page cover letter response to the criteria outlined below: 

• What has motivated you to apply for the Performance & Monitoring Lead opportunity and what skills and experience would you bring?   
• What do you see as the biggest challenge moving into a Performance & Monitoring Lead role, and how would you approach managing this? 
• Describe a time you demonstrated one of WorkCover Queensland’s values to positively influence team culture and engagement. What did you do, and what was the outcome for the team or ways of working? 

The Performance & Monitoring Lead position description is available on the intranet.  

This role is graded at Individual Contract. If you have any questions about this opportunity,  please contact Deb Gow – Manager Service Performance and Improvement.

Applications close 5pm Wednesday, 14^th October 2026. Prior to applying, please discuss your intent to apply with your leader and take a look at our expression of interest tips. 

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. 

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.