AddressJob 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
We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
Please ensure you download all attachments and follow the instructions on how to apply.
Documents
Before applying for this vacancy please ensure you read the documents below.
547212 24 Role Description (Word, 230KB)
