About the roleTownsville Catholic Education Office is currently seeking a IT Service Delivery Coordinator for a Full Time, Permanent position.
This role commences from Monday 3 February 2025.The IT Service Delivery Coordinator within the Information Technology and Services Team (ITS) is a pivotal role in ensuring the swift resolution of IT incidents and the seamless operation of IT services.
The IT Service Delivery Coordinator is responsible for coordinating incident response activities, reallocating staff to ensure resolutions are prioritised, identifying recurring problems to prevent future incidents through reports, and monitoring, and continuously improving service delivery through measures like Knowledge Management and planned maintenance.Working with key stakeholders, the IT Service Delivery Coordinator has a delivery focus that ensure timely and efficient incident resolution and lifecycle management.
The IT Service Delivery Coordinator ensures that incident resolution work is planned and executed in a controlled manner to achieve customer satisfaction within established service level constraints.The IT Service Delivery Coordinator reports directly to the Team Leader Service Delivery, and has resource coordination and team leading responsibilities (task assignment, coordination and reporting) for assigned team members.Key Accountabilities Lead and manage the resolution of IT incidents, ensuring that priority work is completed efficiently and effectively.Develop and implement processes and procedures for various categories of incidents, including major incidents, cybersecurity incidents, and low-impact incidents.Form and manage incident response teams as needed.Oversee the progress of incident resolution activities and ensure that they are carried out according to agreed procedures.Keep users, customers, and key stakeholders informed about the progress towards service restoration.Prioritise and diagnose incidents, investigate their causes, and seek resolutions.
Escalate unresolved incidents as necessary.Ensure that recovery activities are carried out following the resolution of incidents and document and close resolved incidents.Contribute to the testing and continuous improvement of incident management procedures.Detect and log problems, classify and prioritise them, and initiate actions to resolve them.
Implement remedies to prevent future incidents.Work with others to implement agreed remedies and preventative measures and support the analysis of patterns and trends to improve problem management processes.Coordinate the design, capability, performance, functionality, and sustainability of service components to meet business needs.Monitor service components and initiate actions to resolve any shortfalls.Coordinate the systematic capture, sharing, development, and exploitation of the collective knowledge of the organisation.Develop a supportive and collaborative knowledge-sharing culture to drive the successful adoption of technology solutions for knowledge management.Manage the lifecycle of change requests — registering, assessing, authorising, planning, deploying.Assess risks and reduce risks to the availability, performance, security, and compliance of the products and services impacted by the change.Provide guidance and support to team members, ensuring that they have the necessary skills and resources to perform their roles effectively.Perform other duties as reasonably directed by the Senior Manager, Information Technology and Services.
About you 3 years leading people in teamsAt least 5 years in ICT rolesExperience with rostering and resource allocationExperience with risk analysis and prioritisationExperience with planning, scheduling and management Mandatory Criteria Minimum tertiary qualifications at Diploma level or equivalent qualifications/experience relevant to the positionIntermediate to advance user of MS suite especially excelCurrent Driver's LicenceAbility to travel from time to time within the Catholic Diocese of TownsvilleAbility to perform the physical requirements of the role in a safe manner.
Desirable Criteria PRINCE2 6th Edition AccreditationITIL v4 AccreditationTertiary qualifications in a related fieldExperience in the education or Catholic sectors What we offer Competitive Salary Modern facilities and equipmentSuperannuation up to 12.75% employer contribution (if an employee co-contribution is made)Access to long service leave after 7 years of continuous service14 Weeks' Paid Parental LeaveDeferred Salary SchemeAccess to corporate health schemesInduction and Professional Development opportunitiesWellbeing programs.