Lauren Hilton
Summary
Experienced ICT Operations and Demand Management leader with over 17 years across government and private sectors, including more than a decade at Darling Downs Health (DDH). Skilled in leading ICT Operations teams, implementing demand management frameworks, driving digital initiatives, and aligning ICT services with strategic priorities. Recognised for fostering positive team culture, mentoring staff, and building strong stakeholder relationships at all levels. Proven ability to deliver outcomes in complex environments through ITIL/ITSM service delivery, governance, and continuous improvement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Systems Architect
Darling Downs Health
01.2025 - Current
- Assisted with the preparation and delivery of IS18 ISMS audits, DDH demonstrated compliance with Queensland Government information security requirements.
- Coordinated evidence collection, attestation letters, and supporting documentation (Attachments A–C) for submission to the Customer and Digital Group (QCDG).
- Monitored and assessed compliance with Essential 8 maturity levels, identifying gaps and prioritising remediation activities.
- Collaborated with internal teams and external auditors to address risks, implement controls, and maintain ISO 27001 alignment.
- Established governance processes to provide executives with visibility of risks, security posture, and ongoing compliance activities.
Team Lead ICT Operations
Darling Downs Health
11.2021 - Current
- Lead and mentor the ICT Operations team, ensuring delivery of high-quality ICT support aligned with service KPIs.
- Developed and implemented the ICT Services Demand Management Framework and Digital Initiative Plan, providing structured governance and resource planning.
- Drove continuous improvement through automation, including low-code development initiatives that delivered automated forms, timesheets, and workflow improvements.
- Championed positive culture and recruitment practices, prioritising adaptability and team alignment alongside technical skills.
- Engaged with executives, committees (SICTAC, Digital Health Committee), and eHealth Queensland to secure funding, endorse business cases, and deliver ICT initiatives.
ICT Manager
Darling Downs Health
12.2020 - 10.2021
- Led ICT-enabled initiatives during COVID-19, including vaccination clinic infrastructure and AWS call centre setup.
- Reviewed technical documentation and coordinated Unite and Recover projects.
Team Lead ICT Operations
Darling Downs Health
11.2019 - 12.2020
- Lead the ICT Operations team, providing supervision, training, mentoring, and technical expertise to support DDH.
- Collaborate daily with Delivery, Architecture, and Security teams to ensure seamless ICT service delivery.
- Represent the Health Service with courageous leadership, innovative thinking, and a strong focus on dignity, empathy, and customer needs.
- Foster a positive, cohesive work environment by prioritising team wellbeing, empowerment, and performance.
- Partner with clinical and non-clinical departments across the state to share lessons learned and drive continuous improvement at DDH.
- Maintain strong, cooperative relationships with eHealth Queensland, the local DPT, and external vendors through honest and influential engagement.
- Act as the 'face of ICT Services,' leading the STONES initiative to remove technical barriers across the HHS.
- Delivered practical solutions including IP phone deployments in rural emergency situations and installation of endoscopy equipment to enable live training transmissions.
- Served as a key stakeholder during the IAM project rollout, acting as conduit between DDH and the state project team, and building trusted relationships with eHealth stakeholders.
Project Officer ICT Support
Darling Downs Health
01.2017 - 11.2019
- Delivered a high level of ICT customer service across the Health Service, including program access, software installations, data points, patching panels, asset management, and a wide range of network and telephony services.
- Supported the success of ICT Services by building trust and confidence with the wider health community, strengthening the reputation of the Operations team.
- Developed and maintained strong relationships across the Health Service, leveraging rapport and knowledge of staff to provide responsive and effective support.
- Organised and balanced competing priorities across operational and project responsibilities, ensuring consistent delivery under tight deadlines.
- Delegated effectively within the Operations team, maintaining service levels during high-pressure periods.
- Fostered strong professional relationships within ICT Services, creating a culture of trust and collaboration that enabled the team to perform effectively under pressure.
Clinical Administration Coordinator
Darling Downs Health
10.2015 - 01.2017
- Assisted the Clinical Administration Manager and fellow Coordinator to ensure Toowoomba Hospital and Baillie Henderson Hospital were appropriately staffed at all times.
- Managed the casual pool, including high-volume recruitment, induction, and training of new staff prior to deployment.
- Coordinated daily deployment of casual staff to cover unplanned absences, often requiring rapid response before 7:00am to ensure patient services were not disrupted.
- Oversaw workforce planning including leave plotting, backfilling, staff ePADs, and annual training requirements.
- Drove a positive culture change in Clinical Administration by rebuilding trust during a period of organisational uncertainty, engaging directly with staff on the floor.
- Consulted with Union delegates to understand staff issues and introduced an open-door policy that encouraged open, honest communication.
- Recognised and commended by both staff and management for creating a more supportive, transparent, and collaborative work environment.
Education
Advanced Diploma - Project Management
Bachelor of Education - Primary and Middle Schooling
01.2008
Bachelor of Education -
University of Southern Queensland
Toowoomba, QueenslandSkills
- I bring extensive experience in ICT Operations leadership, demand management, and ITIL-based service delivery, with a proven record of mentoring staff and building high-performing teams
- Skilled in stakeholder engagement, executive communication, and project and change management (PRINCE2), I ensure ICT initiatives are strategically aligned and successfully delivered
- My expertise in governance, risk, and compliance (IS18 / Essential 8) underpins secure and accountable practices, while my focus on culture, training, and problem-solving drives continuous improvement across ICT environments
- ICT Management
- Demand Management
- Recruitment Management
- Project Coordination and Management
- Customer Relationship Management
- Business Analysis
Certification
- ITIL 4 – Foundation
- Prince2
Section name
- I am a highly skilled and experienced professional, with over 22 years’ experience in a variety of different fields, having worked for both government and private enterprises. Over these years I have gained skills, which range from office management, team leader and trainer, human resource (HR) advisor, project management, senior team lead and manager. With such a colourful and detailed employment history, I am confident and able to provide a high level of professionalism, over a variety of work roles and spaces while providing strong leadership and direction to your team.
- While my experience is broad and varying, the fundamentals of each position have been the same, where I have needed to liaise effectively and work collaboratively with a range of stakeholders, effectively train, develop, and mentor staff members, to facilitate cooperation and support in achieving outcomes and establishing and maintaining strong effective working relationships. I pride myself on providing a high level of attention to detail, being extremely well organised and having the ability to multitask, while working to extremely tight and rigid deadlines. I can work in a team as well as lead a team, work autonomously prioritising tasks, and maintaining confidentiality and privacy as well as delivering outstanding results.
- I am highly competent, capable, and resourceful professional with extensive experience in creation and deployment of new roles, challenges, and experiences within organisations. My variety of qualifications also allow me to understand how to assist, how to train and how to deploy real life changes and communications within a professional space.
Timeline
Lead Systems Architect
Darling Downs Health
01.2025 - Current
Team Lead ICT Operations
Darling Downs Health
11.2021 - Current
ICT Manager
Darling Downs Health
12.2020 - 10.2021
Team Lead ICT Operations
Darling Downs Health
11.2019 - 12.2020
Project Officer ICT Support
Darling Downs Health
01.2017 - 11.2019
Clinical Administration Coordinator
Darling Downs Health
10.2015 - 01.2017
Bachelor of Education - Primary and Middle Schooling
Advanced Diploma - Project Management
Bachelor of Education -
University of Southern Queensland
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