Executive Director

Department of Customer Services, Open Data and Small and Family Business; City of Brisbane; On-site; AUD 180,000 - 240,000; Full time

Job summary

The Department of Customer Services, Open Data and Small and Family Business in Brisbane, QLD, is seeking an Executive Director, Service Delivery to lead payroll, finance and recruitment administration services across government. You will direct large multidisciplinary teams, drive service excellence, and deliver transformation initiatives that improve customer outcomes and public sector efficiency.

You will shape strategy across Queensland Government and sustain high performance in a complex

Qualifications

• Significant senior executive leadership experience in large, complex organisations.
• Proven ability to drive transformation and improve customer outcomes.
• Strong governance and performance-monitoring capability.

Responsibilities

• Lead the delivery of modern payroll, financial and recruitment administration services.
• Deliver excellent customer outcomes through governance and performance monitoring frameworks.
• Collaborate with stakeholders to design and implement initiatives that drive end-to-end efficiencies and improved service delivery outcomes.
• Ensure transactional services meet legislative obligations and compare favourably against industry benchmarks, standards and best practice.
• Foster a culture of continuous improvement, innovation and adaptability, enabling the organisation to respond effectively to changing business needs.
• Provide strategic leadership and direction to ensure high-quality, customer-focused service delivery across the organisation.
• Drive operational excellence by identifying opportunities to improve processes, enhance performance and maximise value for customers and stakeholders.
• Contribute to the design and implementation of service transformation initiatives.

Skills

Stakeholder management

Strategic reform

Leadership

Change management

Digital acumen

Job description

Department of Customer Services, Open Data and Small and Family Business – Brisbane QLD

Are you a senior executive leader ready to shape the future of shared services across Queensland Government?

The Department of Customer Services, Open Data and Small and Family Business is seeking an Executive Director, Service Delivery. Supporting shared corporate services for more than 83,000 public servants across 51 Queensland Government departments and agencies, you will lead the delivery and transformation of payroll, finance and recruitment administration services that support the Queensland public sector.

Leading large multidisciplinary teams, you will drive service excellence, strengthen customer outcomes and deliver significant transformation initiatives across a complex operational environment. This is an opportunity to influence workforce outcomes at scale and help shape the future of shared services delivery across government.

Your responsibilities

You will:

• Lead the delivery of modern payroll, financial and recruitment administration services for Queensland Government departments and agencies.
• Deliver excellent customer outcomes through a robust customer relationship model, supported by effective governance and performance monitoring frameworks.
• Collaborate with stakeholders to design and implement initiatives that drive end-to-end efficiencies and improved service delivery outcomes.
• Ensure transactional services meet legislative obligations and compare favourably against industry benchmarks, standards and best practice.
• Foster a culture of continuous improvement, innovation and adaptability, enabling the organisation to respond effectively to changing business needs.
• Provide strategic leadership and direction to ensure high-quality, customerfocused service delivery across the organisation.
• Drive operational excellence by identifying opportunities to improve processes, enhance performance and maximise value for customers and stakeholders.
• Contribute to the design and implementation of service transformation initiatives.

The ideal candidate

You will be a senior executive leader with a strong record of achievement in strategic reform, customer experience and service transformation. To excel in this role, you will bring:

• Proven ability to build and maintain strong stakeholder relationships, collaborating effectively to deliver sustainable business outcomes and customer value.
• Ability to balance the ongoing delivery of critical services while successfully leading and implementing a significant transformation and change agenda.
• Effective leadership and development of senior leaders to foster a constructive, high-performing and inclusive workplace culture.
• Strong digital acumen or the ability to quickly acquire it and apply contemporary digital solutions to improve business performance, service delivery and customer outcomes.
• Experience in navigating complex environments with confidence, influencing stakeholders and driving alignment across diverse business areas.
• A strong commitment to continuous improvement, innovation and adaptability to support organisational objectives and evolving customer needs.

Role requirements

• Nil mandatory requirements.
• The role may require travel within Queensland.

Applications will remain current for a period of 12 months.

Job Ad Reference: QLD/702413/26

Closing Date: Tuesday, 13th October 2026