Leader, IT Service Delivery

Parliamentary Counsel's Office; Sydney; Vor Ort; AUD 133.000 - 147.000; Vollzeit

Benefits dieser Stelle

Mentoring

Flexible working

Career development

Zusammenfassung

Parliamentary Counsel’s Office in Sydney seeks an IT Service Delivery Leader to oversee the ICT Service Desk, End-User Support, Network and Application Support, ensuring SLAs are met. Responsibilities include ticketing workflow, incident resolution, and continuous service improvements. The role expects on-call duties and potential overtime to support ICT rollouts in a large government environment.

Qualifikationen

• Must have tertiary qualifications or 5 years ICT service delivery experience in a large corporate organisation or Government department.
• Willingness to roster on call and work overtime for ICT rollouts or service delivery.
• Experience leading a service delivery team.

Aufgaben

• Oversee the delivery and performance of ICT Integrated Service Desk End-User Support, Infrastructure Network Management and Application Support.
• Manage ICT ticketing system, workload allocation, incident and request resolution and compliance with service level agreements.
• Develop and implement customer service standards, support processes, and technical procedures that align with organisational objectives and NSW Government ICT policies.

Kenntnisse

ICT service delivery

Service desk management

Team leadership

Incident management

Customer service standards

Ausbildung

Relevant tertiary qualifications

Jobbeschreibung

Parliamentary Counsel's Office Leader, IT Service Delivery Temporary (12 months, with possibility of extension or ongoing) Classification Grade: Clerk Grade 9/10 Salary: $133,348 – 146,945 p.a. (excluding employer’s contribution to superannuation and annualised leave loading) Work type: Full-time (35 hours) Applications Close: Monday, 19 October 2026

About the Parliamentary Counsel’s Office (PCO)

The NSW Parliamentary Counsel’s Office (PCO) is a Public Service executive agency related to The Cabinet Office. We are responsible for drafting legislation for NSW, including Bills for introduction into Parliament and a wide range of statutory instruments such as regulations, rules, proclamations and orders. We also provide drafting services for non-Government Members of Parliament under arrangements approved by the Government. PCO also delivers the editorial, publishing and access services that support the NSW statute book. We manage the NSW legislation website, which is the only official NSW Government site for online access to legislation, publishing "as made" and consolidated versions, as well as Bills and related material, so the community and Government can access accurate, up-to-date legislation. Our work ensures the laws of NSW are clear, effective and accessible, supporting the Government, Parliament and the people of NSW.

About the role

The role oversees the delivery and performance of ICT Integrated Service Desk End-User Support, Infrastructure Network Management and Application Support. The role manages the ICT ticketing system, workload allocation, incident and request resolution and compliance with service level agreements, while driving continuous improvement in service quality. It also develops and implements customer service standards, support processes, and technical procedures that align with organisational objectives and NSW Government ICT policies. Review the role description here . If possible, we will also be seeking to create a talent pool for other roles that may become available. Information on talent pools is available here .

We offer:

• Meaningful impact: your work helps shape the laws that govern everyday life in NSW, with work that is visible and enduring.
• Breadth and complexity: work across a wide range of subject areas and instruments, from Bills to regulations and other statutory instruments.
• Support, development and flexibility: a collaborative environment with mentoring and flexible working arrangements.

Essential requirements include:

• Relevant tertiary qualifications or 5 years experience in ICT service delivery in a large corporate organisation or Government department.
• Ability to be rostered on call during key work period and work paid overtime where required for ICT rollouts or service delivery.
• Experience leading a service delivery team

Location & flexibility

This position is primarily based in Sydney CBD, with flexible working arrangements available in accordance with NSW Public Sector guidelines.

Contact

For more information, please contact Keeland Tracy, Manager People & Culture by email at [e-mail] . Our commitment PCO acknowledges the Traditional Custodians of the lands where we work and live. We pay our respects to Elders past and present and recognise the continuing connection of First Nations peoples to Country. We welcome and encourage applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA+ people, people with disability, carers and people from culturally and linguistically diverse backgrounds.