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Job details

Role: EL1 Platform Operations Lead

The NDIA, Technology Services Division is undertaking major work programs to deliver innovative fit-for-need ICT-based solutions to improve the National Disability Insurance Scheme.

We are undertaking a major program of work involving multiple projects spanning a number of current industry-leading technologies, including Salesforce as a core component. The Scheme Payments & Platform Branch part of the Technology Services Division seeks an experienced and energetic Platform Support Lead to join our dynamic fast-paced team.

Key duties and responsibilities

Lead and manage a team of Senior Platform Engineers responsible for enabling a highly complex and business critical enterprise CRM platform. Streamline and improve the efficiency and effectiveness of the enablement model

• Management of staff, including work allocation, mentoring, training and upskilling.
• Process development, documentation and implementation for of all enablement activities to ensure consistent, efficient, and effective delivery for all stakeholders.
• Respond to major incidents and represent the directorate internally and with external vendors
• Engage with external vendors and internal ICT Teams to progress platform enablement activities and access ICT services as required.
• Execute coordination of testing activities, signoffs from various stakeholders and Change Advisory Board (CAB) representation for enablement releases.
• Coordinate with other sections of the branch including release management, testing, architecture, platform and digital delivery to manage critical paths and multiple stakeholders and parallel release trains.
• Promote a positive team culture that encourages collaboration, knowledge sharing and respect between members and enables individuals to feel, empowered, supported and trusted in their roles.
• Provide clear operational leadership and accountability for the Salesforce platform.
• Standardise and mature the enablement model through improved processes, documentation, and training.
• Enable proactive management of platform risks, dependencies, and release cycles.
• platform stability and reduced platform stability and reliance, impacting key customer-facing services.
• Improve release management and change governance, accelerating delivery of platform enablement improvements.
• Improve staff engagement and productivity
• Reduce reputational risk if platform outages or service interruptions impact customer or stakeholder confidence
• Reduce risk to enterprise-wide critical functions and projects
• Increase security of the Salesforce platform by championing a pro-active approach to security patching, pen testing and security maturity assessments
• Leading and co-ordinating the relationship with CyberOps and Cyber GRC to strengthen our overall security posture
• Deep Salesforce platform expertise (Service Cloud, Experience Cloud, Integrations
• Technical leadership experience in managing senior support engineers.
• Strong vendor management and stakeholder engagement skills across ICT and business divisions.
• Proven capability in major incident response, change governance, and release coordination
• Strong grasp of the Salesforce SDLC including DevOps, CICD and platform enablement

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