Platform Lead | CRM

WorkCover Queensland; Brisbane; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work arrangements

Personalised learning & development

Health & wellbeing program

Study assistance

Job summary

WorkCover Queensland seeks an experienced Enterprise Platform Leader to own the Salesforce CRM operations, lead a multidisciplinary team and partner with technical and business stakeholders to prioritise enhancements and governance. You will drive stability, security, and continuous improvement across production CRM platforms while balancing long-term health with change delivery.

The role combines leadership with hands-on credibility across engineers, architects and delivery teams.

Qualifications

• 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, operating or governing Salesforce or a comparable enterprise CRM platform in a complex production environment, with a strong understanding of platform operations, release management, security, integrations and lifecycle management.
• Strong experience balancing operational support, enhancement delivery and long-term platform sustainability.
• Proven experience managing production platform health, including reliability, security, service performance, support, release readiness and lifecycle management.
• Practical experience with ITIL service management, including incident, problem, change, service level management and operational governance.
• 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, with 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.
• A good understanding of Agile delivery practices and modern enterprise technology environments.

Responsibilities

• 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, technical debt, operational priorities and enhancement delivery.
• Establish and mature Salesforce platform governance, ensuing configuration, customisation, integrations, access and platform changes remain supportable and aligned with enterprise standard.
• 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 define and evolve the platform roadmap, prioritising platform capabilities, platform enhancements and operational improvements aligned with the business priorities.
• Partner with the Salesforce Technical Lead and delivery teams on backlog prioritisation, release planning and deployment governance, balancing business change with platform stability, supportability and technical health.
• Use operational insights to identify opportunities to improve customer experience, service delivery, operational efficiency and platform performance.

Skills

Platform leadership

Enterprise CRM

Coaching

Stakeholder management

Agile delivery

Platform operations

Vendor management

Incident management

Release governance

Technical credibility

Tools

Salesforce CRM

ITIL

Job description

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

In this role, you will:

• 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, technical debt, operational priorities and enhancement delivery.
• Establish and mature Salesforce platform governance, ensuing configuration, customisation, integrations, access and platform changes remain supportable and aligned with enterprise standard.
• 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 define and evolve the platform roadmap, prioritising platform capabilities, platform enhancements and operational improvements aligned with the business priorities.
• Partner with the Salesforce Technical Lead and delivery teams on backlog prioritisation, release planning and deployment governance, balancing business change with platform stability, supportability and technical health.
• Use operational insights to identify opportunities to improve customer experience, service delivery, operational efficiency and platform performance.

About you

You’re an experienced enterprise platform and people leader with enterprise CRM experience, 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, operating or governing Salesforce or a comparable enterprise CRM platform in a complex production environment, with a strong understanding of platform operations, release management, security, integrations and lifecycle management.
• Strong experience balancing operational support, enhancement delivery and long-term platform sustainability.
• Proven experience managing production platform health, including reliability, security, service performance, support, release readiness and lifecycle management.
• Practical experience with ITIL service management, including incident, problem, change, service level management and operational governance.
• 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, with 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.
• A good understanding of Agile delivery practices and modern enterprise technology environments.
• The ability to lead through ambiguity, influence stakeholders and support organisational and technology change.
• A strong understanding of how platform decisions can affect customer experience, service delivery and broader business outcomes.

Experience operating CRM, digital service or business-critical platform 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 or relevant Salesforce 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
• 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 atWorkCoverQld.

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 ***********@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.