Service Design and Transition Officer
Job No:
COG1605
Location:
Bundall
- Full Time Fixed Term (until 15th Jan 2027) | 10-day fortnight | 40 hours per week
- Salary: From $126,998 to $134,433 plus Superannuation
- Position Brief - Service Design and Transition Officer
About the team
We're entering a new chapter for the Chief Technology Office at the City of Gold Coast as we deliver bold, future-focused solutions. With the launch of our IT Operating Model and the transition of critical IT services in-house, we are transforming the way we deliver technology—making it faster, more responsive, and more aligned with the needs of our organisation and customers.
As part of this transformation, we're hiring multiple new positions. These roles are key to shaping a vibrant and forward-thinking Chief Technology Office—one that adds real value, delivers better outcomes, and works in smarter, more agile ways.
If you’re equally excited about innovation, transformation, and making a meaningful impact, now is the perfect time to join us.
About the role
As part of a newly established Service Design and Transition capability within the City’s evolving IT Operating Model, this role will help shape consistent ways of working while supporting delivery teams through real‑world service change.
Key activities include maintaining service design and transition frameworks, patterns and templates; participating in service design walkthroughs and operational readiness assessments; maintaining the Service Catalogue and Portfolio of Services; and contributing to continuous improvement of service onboarding practices.
The role also provides specialist input into sourcing and procurement activities where service design, support models, and operational sustainability are critical, including defining core non-functional requirements, supporting evaluation and negotiation activities, validating vendor support commitments, and assisting with commercial handover.
About you:
We're looking for people who have:
- Experience in ICT service management, service governance, or service transition within a medium to large organisation
- A solid understanding of service design and transition principles, including service catalogues, support models, service levels, and operational readiness
- Experience working within IT Operating Models, ICT governance frameworks, or similar enterprise environments
- A collaborative, customer‑centred mindset, with the judgement to challenge constructively and advocate for services that are operationally ready and fit for purpose
- Comfort working in an evolving operating model, balancing emerging standards, practical delivery needs, and shared ownership across roles
- Practical experience providing input into commercial and contractual aspects of ICT services, including understanding contract intent, support obligations, and how arrangements evolve as services change
- Working knowledge of public‑sector ICT contracting environments (such as QITC or equivalent), and how procurement and sourcing activities translate into sustainable service outcomes
- The confidence to provide trusted advice on contract considerations, vendor performance issues, and alignment between commercial arrangements and operational support models
- Strong stakeholder engagement and communication skills, with the ability to work effectively across delivery, technical, procurement, and operational teams
- Good analytical skills and attention to detail, with the ability to identify risks, gaps, and improvement opportunities
How to apply
To submit your application, please click apply now and complete the application form. You will be required to upload your resume and a cover letter (no more than two pages) outlining how your skills, experience and personal attributes will enable you to be successful in this role. Please note that you may also be asked to provide relevant qualifications, where applicable.
Contact Person Ashley Shannon
Contact Email ashannon@goldcoast.qld.gov.au
Closing Date Saturday 18th April 2026, 11:59pm
We’re committed to creating a diverse workplace and inclusive culture. We take pride in people who align with our high-performance principles. We believe that the diverse makeup of our workforce reflects the community we serve. We consider all qualified candidates for employment, irrespective of race, age, religion, gender identity, sexual orientation, disability, or other protected characteristics by law.