Salary Range: $117,957 - $132,763 per annum pending experience
Tenure: Full Time, Permanent
Commencing Date: 1 January 2026
Closing Date: Friday, 25 July 2025 unless filled prior
Townsville Catholic Education supports a diverse region extending from Townsville to the Burdekin and Whitsunday regions in the South, North to Ingham and Halifax, South-West to Winton, and West to the border with the Northern Territory, encompassing Mount Isa and several small, isolated western towns and east to Palm Island.
Townsville Catholic Education provides a supportive, flexible working environment where care for the individual is an important part of our ethos. We employ motivated people who want to work together to produce excellent outcomes for our students. Our staff are recognised as being central to achieving our mission.
Townsville Catholic Education has standards of conduct for workers to maintain a safe and healthy environment for children. Our commitment to these standards requires that we conduct working with children checks and background referencing for all persons who will engage in direct and regular involvement with children and young people and/or adults-at-risk. The organisation is fully committed to child safety and has a zero tolerance to abuse of children or adults-at-risk.

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.

Townsville Catholic Education Office is currently seeking a IT Service Delivery Coordinator for a Full Time, Permanent position. This role commences from 1 January 2026.
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.