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Susan Caelers

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Susan has an outstanding track record in leading the planning, procurement and delivery of major technology projects, and in building operational teams that provide ongoing business support in complex commercial environments and for sophisticated technology platforms.

She has worked in the field of information technology for over 20 years across a range of industry sectors in both government and non-government environments. She has held different executive management roles including Chief Information Officer.

She led the transition of one of the largest toll road operators in Australia from cash tolling to free-flow tolling from 2007 to 2009, delivering a project with a budget in excess of $170m that involved the construction of new civil and tolling infrastructure, the design and build of new roadside and back office systems, development of new business processes and customer products, and significant stakeholder and customer education, ahead of schedule and on budget. The project has achieved international recognition and awards for excellence.

She is an energetic and insightful leader and has successfully developed and implemented strategies to leverage technology to improve business capability and maximise the value of technology investment.

She is also a qualified and experienced technology educator and presenter, having lectured in tertiary institutions both in Australia and overseas, and holds a Master of Information Technology and a Bachelor of Education (Commerce).

Summary details

Name   Susan Caelers
Qualifications / Professional   Master of Information Technology (QUT)
Bachelor of Education (Commerce) (QUT)
Diploma, Australian Institute of Company Directors
Member – Australian Computer Society
Member – Project Management Institute
Key Capabilities  

Strong leadership capability and experience

Strategy, planning and governance; change agent

Proven success in delivering complex projects and programs of work in a complex political, business and technical environment

Strong leadership in technology and business operational management

Strong capability and effectiveness in establishing and leading high-performing teams that deliver

Excellent working knowledge of the transport and tolling industry sector

Strong communicator and presenter with the ability to logically and clearly convey complex concepts

Specialist expertise, qualifications and experience as  an adult educator

Most recent positions



Queensland Motorways Limited

Position   Chief Information Officer
Major Responsibilities  

Provide the Board and Executive with high-level strategic advice and reports in relation to technology matters and the leveraging of technology and business improvement initiatives to achieve strategic outcomes

Lead the planning and execution of enterprise architecture strategies and provide governance for the design, development, delivery and operational management of enterprise systems and technology infrastructure

Provide strategic leadership through business development and coordinated program management to lead the research, development and application and delivery of transport technology solutions.

Provide support and guidance for all areas of the business to achieve continuous improvement through quality and business process improvement frameworks

Provide leadership and governance for the Project Management Office and ensure that project management frameworks are developed and implemented and that projects are delivered according to schedule, budget and quality objectives.

Ensure the company achieves its compliance obligations in respect of information security and privacy

Take a lead role working with the executive management team in the company’s strategic planning processes including the development, implementation and reporting of business/strategic plans

Key Achievements  
  • Established new divisions (Project Management Office and Business & Improvement & Development) and restructured the Technology division to build capability across these new divisions
  • Introduced divisional Operational Plans across the company to support Queensland Motorways’ strategic plan
  • Established and developing frameworks for Portfolio and Project Management; Enterprise Architecture; Business Process Management and Improvement; Testing; Training, Knowledge Management
  • Implemented improved governance over the prioritisation, planning, execution and reporting of business improvement capital projects
  • Implemented improved governance over the delivery of Technology operations through policy development, divisional structure and training
  • Lead and coordinated key improvement and cost optimisation initiatives, and drove to completion and outcome - such as manual image review and OCR engine optimisation;
  • Negotiated key contracts, eg Master Services Agreement (IBM);
  • Submitted proposals for delivery of field systems and operational services to key clients (BAC, POB)
  • Submitted expressions of interest for delivery of systems and operational tolling services outside of Queensland (announcement of sale of QML caused a moratorium on business development activities and these opportunities were not pursued)
Position   Project Director, Free-Flow Tolling Project
Major Responsibilities   Accountable for delivery of the business transformational Free-Flow Tolling program of works, transitioning Queensland Motorways from hybrid cash / electronic toll collection to a full free-flow electronic tolling business model and associated Central and Roadside systems
Key Achievements  
  • Delivered the Free-Flow Tolling (FFT) Project on time and within budget. The $170m program of works involved the removal of cash lanes and toll booths and the introduction of a new business model, products, systems and specialised tolling equipment. The FFT program of works comprised the main project streams:
  • Roadside Systems – design & installation of gantries, shelters and FFT tolling equipment
  • Central System – SAP HR/Payroll, ERP, CRM, business intelligence, customer tolling identification & rating engine, IVR upgrade, eCommerce site, retail outlets, interfaces to external systems – delivered in three phases
  • Civil Works – works required to upgrade to full diamond interchanges, and the demolition and removal of existing toll plazas – delivered under alliance model
  • Organisational Change Management – roles and structure impact analysis, employee development, support & training, communication
  • Established and led the project from its inception in late 2006 through strategic planning and development, initiation, procurement, three phases of delivery and closure
  • Built a project team of 50 within 12 months; and including co-located vendors, established a project office in new premises of over 100 people locally
  • Managed expression of interest and tender phases; contract negotiation for multiple contracts
  • Established process measurement and improvement capability within the business
Position   General Manager, Information Systems & Technology
Major Responsibilities   Accountable for the development and management of Queensland Motorways technology operations and delivery of technology projects
Key Achievements  
  • Delivery of the IS&T Strategic Plan
  • Established the IS&T Division and Queensland Motorways’ technology operational capability
  • Introduced governance over IT operations delivery through risk management, development of policies and procedures, introduction of ITIL, quality systems, enterprise architecture planning and disaster recovery planning
  • Established internal technical project delivery capability and within 18 months delivered a substantial ICT capital project and operational improvement program, including:
       -    Service Desk functionality and systems
       -    The company’s first eCommerce site and Interactive Voice Response System
       -    Recovery of the ICARS project which was 12 months late and over budget (implementation of automatic number plate recognition technology and systems at the roadside and backoffice)
        -    Relocation of the company head office and associated networks, communications and technology; establishment of new data centre
        -    Wide area network redesign and upgrade



McCullough Robertson Lawyers, Brisbane

Position   Database Administrator & Elite Systems Manager
Major Responsibilities  

Key project team manager for implementation of new enterprise system.

Manage data conversion, validation and technical implementation of Elite

Key Achievements  
  • Successful implementation of a new practice management, financial and CRM system (Elite)



Ontario Racing Commission, Ontario, Canada

Position   Information Systems Coordinator
Major Responsibilities  

Manage the Commission’s information systems ,and strategic implementation of technology and new processes to support business objectives

Delivery and project management of technology projects

Key Achievements  
  • Won CEO, Board and Management support for new strategic direction for the Commission’s information systems and technology capability
  • Successful phased delivery of the Commission’s new web-based racing information system
  • Member of committee set up to introduce and establish the Zachmann enterprise architecture framework across the Ontario ministry
  • Developed and successfully commissioned Judges Scheduling program (VB.NET)
  • Developed and implemented system for external access and electronic of judges reports from remote race tracks throughout the province of Ontario