The Customer Services Branch of the QLD Department of Transport and Main Roads is committed to providing trusted and secure services, while supporting safe road use. The Branch prioritises road safety for the community and the delivery of high-quality services for Queensland. Based in Townsville, this role will provide you with an opportunity to impact the delivery of these critical services within the local community and the broader northern region.
Reporting to the Executive Director of Regional Operations, the Director (Northern) will provide operational leadership in delivery of services to customers. The role will drive a culture of workforce agility and customer service excellence during a time of rapid change and opportunity. You will be the key senior leader for the region on all operational service delivery issues and ensuring a safe workplace for staff.

Job details

The Customer Services Branch of the QLD Department of Transport and Main Roads is committed to providing trusted and secure services, while supporting safe road use. The Branch prioritises road safety for the community and the delivery of high-quality services for Queensland. Based in Townsville, this role will provide you with an opportunity to impact the delivery of these critical services within the local community and the broader northern region.

The Role

Reporting to the Executive Director of Regional Operations, the Director (Northern) will provide operational leadership in delivery of services to customers. The role will drive a culture of workforce agility and customer service excellence during a time of rapid change and opportunity. You will be the key senior leader for the region on all operational service delivery issues and ensuring a safe workplace for staff.

Key Responsibilities:

• Leading the implementation of Customer Service Branch strategies through building an agile and high performing workforce in an omnichannel service delivery environment.

• Providing leadership for the regional service delivery workforce and delivering consistent services valued by customers with a focus on employee safety and innovation

• Manage the allocated budget, including capital, to ensure delivery targets are achieved

• Build and maintain effective relationship as a senior regional leader, including collaboration with delivery partners, industry, and the community to deliver outcomes

• Participate as an integral member of the senior management team, providing advice and leadership of regional delivery operations About You The successful applicant will demonstrate the following:

• A record of success in managing and leading regional service delivery operations and employees in a complex and diverse organisation.

• Well developed ability to build and sustain effective working relationships with a diverse range of stakeholders, and work collaboratively in a changing environment to achieve business outcomes.

• Highly developed conceptual and analytical skills including the ability to develop innovative strategies and solutions.

• Demonstrated high level communication and interpersonal skills with the ability to influence others and negotiate in difficult circumstances.

• Demonstrated skills in promoting an inclusive workplace where health, safety and wellbeing are prioritised.

Mandatory Qualifications and Conditions

Criminal history and due diligence checks are undertaken as part of the selection process.

How to Apply

To apply for this position, you are required to submit both a copy of your current CV and a cover letter (maximum 2 pages) addressing how your knowledge, skills, experience, and attributes align with the requirements and responsibilities for this role.

Applications can be submitted via https://www.firstgrade.com.au/candidates/browse-jobs/director-northern/ or via email to recruitment.gps@firstgrade.com.au prior to the closing date of Midnight on 8 June 2025. For any questions or to request the full candidate pack for the position, please contact Dan Wilson on the above email address.

Applications to remain current for 12 months.             

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.

• 639056 25 Role Description (Word, 515KB)