Our Business

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.

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.

In this role, you will:

- 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

What we're looking for

We're seeking a collaborative and analytical professional who is passionate about service excellence, continual improvement and delivering positive customer outcomes.

To thrive in this role, you’ll bring:

- 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.

Highly regarded:

- Experience with Agile, DevOps or product-based delivery environments.

- Experience building service dashboards, reporting solutions or KPI frameworks.

- Exposure to vendor management, SLA negotiations and service review forums.





- Experience working within utilities, critical infrastructure or regulated environments.

- Experience working within multi-vendor or outsourced service environments, using service performance data, reporting and governance processes to drive service improvement and accountability.

Why TasWater

Across our multi‑disciplinary organisation, we’re committed to helping every team member grow their skills and shape a meaningful career. Joining TasWater means stepping into a workplace that offers clear development pathways, practical training opportunities, and access to experienced subject matter experts who support your growth.

We’re also focused on building a genuinely inclusive workforce, one that reflects the diversity of the Tasmanian community we serve. We value the many perspectives, backgrounds, and identities our people bring, knowing they enrich how we work and the impact we create.

We’re proud to be recognised by WORK180 as an employer of choice for women. You can explore our advantages and policies on the WORK180 website, including 18 weeks paid parental leave for all parents, available regardless of tenure and inclusive of full superannuation. Our dedicated Employee Experience team continues to evolve these offerings to support our people into the future.

The Details

This role can be based in either Hobart, Launceston, or Devonport and attracts a salary of $113,918.64 - $120,247.46 (inclusive of superannuation)

Ready to apply? Simply include a CV/resume and a 1-2 page cover letter telling us how your experience matches "What we are looking for" and how you connect to our TasWater values and vision.

If you want to learn more about this role please contact Ed Hefford - Digital Service Management Specialist via email at **********@taswater.com.au

If you require assistance in applying, please contact Roly Srivastava – Talent Acquisition Officer via email at ***************@taswater.com.au

Our applications will be closing on Tuesday 18th August at 10:00AM

Please note: To be considered for this opportunity, applicants must have the right to work in Australia. As part of our recruitment process, you may be asked to participate in pre-employment checks relevant to the role. These may include a National Police Check or AusCheck, with any offer of employment subject to satisfactory outcomes.

📌 Digital Service Performance Specialist (Hobart)
🏢 TasWater
📍 Hobart