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Digital Service Performance Specialist
ICT
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Based on similar roles (title + domain + location).
About the Company
Working at TasWater is more than just employment, it's a chance to contribute to social, environmental, and economic progress for Tasmania, now and into the future. Our team of around 920 skilled employees plays a vital role in the state's wellbeing, delivering high quality water and sewerage services to more than 460,000 customers every day. We're driven by a bold vision to unlock water's full potential. Our future is centred on our customers and communities, our people and partners, and our shared responsibility to protect the environment and secure Tasmania's water future. Over the next four years, we're proposing to invest 1.2 billion to support a growing state, improve water security, and take major steps towards our net zero emissions and zero waste goals. Visit our website or YouTube channel to learn more.
About the Role
We're looking for an experienced and customer-focused Digital Service Performance Specialist to join our Digital & Technology team on a permanent full-time basis . Reporting to the Digital Service Management Lead, this role will establish and lead TasWater's service performance and service quality practice across Digital & Technology. You'll play a key role in driving service excellence, improving customer experience, and uplifting IT Service Management (ITSM) maturity through the application of ITIL best practice, working closely with internal teams, managed service providers and technology partners to improve service performance and reliability. This is a unique opportunity to influence how digital services are measured, governed and continuously improved across a complex technology environment, ensuring our digital services deliver value to both our people and customers. Establish and maintain service performance frameworks, including SLAs, SLOs, XLAs and operational agreements. Monitor and analyse service performance, identifying trends, risks and improvement opportunities. Develop meaningful service metrics, dashboards and performance reporting for stakeholders and leadership. Lead service quality reviews and drive actions that improve customer experience and service outcomes. Coordinate continual improvement initiatives and support uplift of ITSM maturity across the organisation. Conduct service performance analysis and provide insights to support strategic decision-making. Establish service review governance and ensure compliance with service management standards and practices. Work closely with service owners, business stakeholders and vendors to improve service reliability and performance. Lead conversations around service quality, customer experience and operational performance across the organisation. For a full copy of the position description, please visit our website: www.taswater.com.au
Responsibilities
- ● Establish and maintain service performance frameworks, including SLAs, SLOs, XLAs and operational agreements.
- ● Monitor and analyse service performance, identifying trends, risks and improvement opportunities.
- ● Develop meaningful service metrics, dashboards and performance reporting for stakeholders and leadership.
- ● Lead service quality reviews and drive actions that improve customer experience and service outcomes.
- ● Coordinate continual improvement initiatives and support uplift of ITSM maturity across the organisation.
- ● Conduct service performance analysis and provide insights to support strategic decision-making.
- ● Establish service review governance and ensure compliance with service management standards and practices.
- ● Work closely with service owners, business stakeholders and vendors to improve service reliability and performance.
- ● Lead conversations around service quality, customer experience and operational performance across the organisation.
Requirements
- ● We're seeking a collaborative and analytical professional who is passionate about service excellence, continual improvement and delivering positive customer outcomes.
- ● Tertiary qualifications in Information Technology, Information Systems, Computer Science or a related discipline, or equivalent experience.
- ● ITIL 4 Foundation certification (or higher) or demonstrated experience applying ITIL practices within a service management environment.
- ● Experience establishing and governing service level and service quality management practices.
- ● Experience working with managed service providers and technology partners to monitor service performance, drive accountability, and improve service outcomes within a multi-vendor environment.
- ● Strong experience developing governance frameworks, standards and operating models in complex service environments.
- ● Experience using ITSM platforms and leveraging service performance data to drive improvement.
- ● Strong analytical skills, including the ability to interpret complex operational and service performance data.
- ● Excellent stakeholder engagement, communication and influencing skills.
- ● Experience leading continual improvement initiatives and driving organisational change.
- ● Experience with Agile, DevOps or product-based delivery environments.
- ● Experience building service dashboards, reporting solutions or KPI frameworks.
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