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 Prospect

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 a

📌 Platform Lead | CRM (Brisbane)
🏢 WorkCover Queensland
📍 Brisbane