The Opportunity
This is a key leadership role within the Information and Technology division, offering the chance to shape the customer engagement and ICT service experience across multiple Queensland government agencies. You’ll lead a high-performing team focused on delivering exceptional frontline customer service while driving strategic initiatives that enhance collaboration, innovation, and digital capability.
Joining this organisation means making an impact across the state — enabling critical ICT services that underpin public value, service continuity, and digital transformation. You’ll enjoy a flexible and supportive environment that values purpose, innovation, and results.
Must be able to attend the Brisbane CBD office 2-3 days per week. Unfortunately sponsorship is not available for this position.
The Role
As a
Director ICT Engagement, you will be responsible for leading the frontline customer engagement experience across seven partner agencies, ensuring high-quality, reliable ICT services and strategic client partnerships.
Your other responsibilities will include:
- Providing strategic leadership across account management, service desk, and client support functions to ensure seamless service delivery.
- Driving a customer-first culture that fosters collaboration, trust, and long-term relationships with internal and external stakeholders.
- Overseeing the delivery and performance of ICT services to meet agreed service levels and enhance partner confidence.
- Leading the development and implementation of customer experience strategies and service roadmaps aligned with organisational objectives.
- Identifying opportunities to innovate and improve processes, ensuring the sustainability and efficiency of ICT operations.
- Championing the client as a trusted leader in ICT engagement and service excellence across the public sector.
About You
In order to be a successful applicant you will bring a blend of strategic thinking, technical credibility, and customer-centric leadership.
You will also have:
- Demonstrated experience leading customer-facing ICT teams in a complex or multi-agency environment.
- Strong account management and stakeholder engagement skills, with the ability to influence, negotiate, and build trusted partnerships.
- Proven capability in leading service delivery functions and managing large-scale service portfolios.
- The ability to inspire and motivate multidisciplinary teams to achieve shared outcomes and service excellence.
- Experience developing and executing customer experience strategies in an ICT context.
- High levels of professionalism, integrity, and resilience, with a collaborative leadership style.
Benefits
- Competitive salary package: $166,000 – $174,000 base + 12.75% superannuation
- Up to 50% work-from-home flexibility
- Generous leave entitlements and professional development opportunities
- Brisbane CBD location with modern facilities
- The chance to lead meaningful work impacting Queensland communities
Please note: We are receiving an extremely high volume of applications, please apply directly to the job advert and be patient while waiting for an update. Whilst we endeavour to respond to all enquiries, with current volumes it can be challenging - we're only human!
If you wish to apply via email please make sure you also apply directly - a lot of applications get phished, or sent to spam.
Please apply with current resume in Microsoft Word format only (.doc or .docx). helena.patterson@davidsonwp.com, JN -112025-41805. Want to know more about Davidson? Visit us at www.davidsonwp.com
