Salesforce Platform Lead - CRM Operations & Strategy

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 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.