Platform Lead | CRM

WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our 2030 Strategy. We’re embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people’s lives.

The Opportunity

This is a broad platform leadership role combining operational ownership, people leadership, service management, vendor management and continuous improvement.

You’ll lead a multidisciplinary team responsible for keeping our Salesforce CRM operating effectively in production, while partnering with Technical Leads, Delivery Leads and business stakeholders to prioritise enhancements and support the platform’s ongoing evolution.

You’ll balance the day-to-day needs of a business-critical platform with its longer-term health, performance and sustainability.

What You’ll Be Doing

You’ll:

• Own the day-to-day operational management and health of the Salesforce CRM platform, including availability, reliability, security, platform health, service performance and support.
• Lead, coach and develop a multidisciplinary platform team, creating a culture of accountability, collaboration, customer focus and continuous improvement.
• Work closely with the Salesforce Technical Lead to balance platform stability, technical health, operational priorities and enhancement delivery.
• Lead ITIL-based service management practices, including incident, problem, change, service request and service level management.
• Act as an escalation point for major incidents and service disruptions, coordinating responses across technology teams, technical specialists, business stakeholders and external partners.
• Ensure effective monitoring, support processes, operational documentation and recovery procedures are established and maintained.
• Oversee Salesforce release readiness, platform maintenance, lifecycle management, environment management and the operational adoption of platform changes.
• Ensure effective governance of Salesforce environments, release, access and platform lifecycle practices.
• Establish platform performance metrics, service reporting and operational governance, providing clear visibility of platform health, service performance and risk.
• Manage strategic relationships with platform vendors, implementation partners, managed service providers and support providers, including SLAs, service reviews, escalations and continuous improvement.
• Partner with Technical Leads, Delivery Leads and business stakeholders to prioritise platform enhancements and operational improvements.
• Support Agile delivery, backlog prioritisation and release planning, while contributing to the future roadmap and capability of the CRM platform.
• Identify opportunities to improve customer experience, operational efficiency, service delivery and platform performance.

About you

You’re an experienced enterprise platform and people leader with experience across CRM or customer-facing platforms, who understands what it takes to successfully operate, support and evolve business-critical technology.

You’ll combine operational leadership with the technical credibility to work effectively with engineers, architects, Technical Leads and delivery teams. You’ll be comfortable leading people and partners, navigating operational challenges and balancing platform stability with ongoing change and business demand

What You’ll Bring

• 10+ years’ experience across technology, enterprise applications, digital platforms or application services within complex environments.
• At least 3–5 years’ experience in platform leadership, application operations leadership, service delivery leadership or an equivalent management role.
• Demonstrated experience leading the operation and support of an enterprise CRM, customer-facing digital platform or comparable business-critical enterprise application.
• Strong experience balancing operational support, enhancement delivery and long-term platform sustainability.
• Proven experience managing platform availability, reliability, security, performance, support and lifecycle management.
• Practical experience with ITIL service management, including incident, problem, change, service level management and operational governance.
• Experience operating business-critical platforms in production environments, including upgrades, support models and service performance.
• Strong experience managing technology vendors, managed service providers and implementation partners, including SLAs, service reviews, escalations and operational improvements.
• Proven people leadership experience, including coaching, mentoring and capability development, and experience building, maturing or transforming operational teams or platform functions.
• Strong technical credibility, with the ability to engage effectively with developers, testers, platform specialists, architects and Technical Leads.
• An understanding of Agile delivery practices and modern enterprise technology environments.
• The ability to lead through ambiguity and support organisational and technology change.

Experience operating customer-facing digital services within a regulated environment, establishing or maturing platform operating models, or working within government, financial services or insurance would be highly regarded. ITIL or Agile certifications would also be valuable.

Why Join Us

Our vision is to be the best workers’ compensation insurer, making a positive difference to people’s lives and keeping Queenslanders working. At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what’s possible - and we’re looking for people who share these values

When you join us, you’ll benefit from:

• A purpose‑driven organisation where your work genuinely makes a positive impact on Queenslanders’ lives
• A collaborative and supportive team environment that values empathy, trust and working together
• Hybrid work arrangements that support flexibility and work–life balance
• Personalised learning and development opportunities to support your growth and career progression
• A holistic health and wellbeing program designed to support you both professionally and personally
• Industry‑competitive salaries
• A generous superannuation scheme, including co‑contribution
• Study assistance to support ongoing education and professional development

You can find out more about what it’s like to work with us by visiting Working at WorkCover Qld.

How do I apply?

If this sounds like you, we’d love to hear from you. Applications close 5pm, Monday, 16th November.

We are committed to ensuring WorkCover reflects the diversity of the Queensland community. We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.

Acceptance of applications submitted after advertising closes is at the discretion of the selection panel.

To ensure you have the best and most inclusive experience, please let us know if you require any reasonable adjustments or accommodations to help you confidently showcase your skills and potential. You can contact us at recruitment@workcoverqld.com.au or let our recruitment team know during your conversation with them.

Pre-employment checks will be conducted on all prospective employees. This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check. The information provided will be treated as confidential in accordance with the Information Privacy Act 2009 (Qld). All permanent appointments are subject to a probationary period in accordance with our policy.