Executive Manager Client Services , Justice and Attorney-General

The Court Technology Services Branch (CTS) supports the important work of Queensland Courts through a combination of internal resources and external suppliers. Queensland Courts rely heavily upon technology to deliver existing services and plan to use technology to drive strategic changes in the way that services are delivered to the community. The CTS Branch will be at the forefront of that change. CTS is comprised of the following sections:

• Client Services
• Application & Infrastructure Services
• Court Technology Renewal
• Change & Transition

The Client Services section, within Court Technology Services, is focused on the delivery of responsive, reliable, and respectful client-facing support services across a range of Reform and Support Services delivery areas, with a specific focus on client facing technology support.
Job details Position status Fixed Term Temporary
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO8
Workplace Location Brisbane Inner City
Job ad reference QLD/547212/24
Closing date 08-Mar-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration 12 months with possible extension
Contact person James Smith
Contact details E: James.Smith@justice.qld.gov.au
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As the Executive Manager, CTS Client Services you will lead your teams to deliver high-quality clients services to our varied client base and drive a strong customer-centric culture across CTS. This is a unique role, comprising disciplines including enterprise service management, relationship management, staff management, human centred design practice, customer experience improvement, service delivery and process optimisation, digital solution design and consultancy, low-complexity development activities, and product delivery.
Key Responsibilities

• Monitor the operational performance of the Court Service Centre, In-Court Technology Support, and Judicial Technology Support teams to ensure the section is performing to the service levels required as outlined in the CTS Service Catalogue.
• Lead the regular maintenance of the CTS Service Catalogue on behalf of Court Technology Services to ensure it reflects accurately the services provided.
• Lead team members through quality human resource management practices, including the performance appraisal and development of staff, as well as contractors as required.
• Provide mentoring, training, assistance and feedback to team members with a strong focus on fostering a collegial, positive, innovative, and client-focused culture.
• Ensure the development and adherence of policies, procedures, documentation, and tools associated with key areas of responsibility.
• Proactively work across RSS and CSQ to identify opportunities to fully leverage DJAG's existing investment in contemporary digital service delivery technologies to deliver service delivery optimisation and client service improvement initiatives in-line with CSQ strategic objectives.
• Foster strong relationships with key CSQ stakeholder groups such as the Registry Operations Leadership Group and Courts Practice Network.
• Foster close working relationships across DJAG, such as Information Technology Services.
• Support stakeholder engagement to encourage the inclusion of emerging technology to solve business problems, and support the process through to delivery and operations.
• Plan and facilitate client service delivery focused client workshops and training sessions, with a focus on upskilling CSQ staff in service management, human centred design. and improvement/innovation practices.
• Proactively participate in DJAG and Whole of Government innovation groups and communities of practice.
• Play a key role in driving a continuous improvement culture within RSS identifying and progressing opportunities to enhance RSS service delivery practices.
• Motivate, co-ordinate and facilitate across functional teams to deliver tasks according to business and project requirements.
• Leverage data and scan the environment, drawing on information and alternative viewpoints to understand emerging issues and drive positive outcomes.

Applications to remain current for 12 months.
Job Ad Reference: QLD/547212/24
Closing Date: Friday, 8th March 2024
Further information
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Documents
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