Manager Business Engagement

1 week ago

Sydney, New South Wales, Australia NSW Government -Department of Customer Service Full time

Manager Business Engagement, Ongoing opportunity, Sydney based and Hybrid working. Grade 11/12

A rare and rewarding opportunity to make an impact delivering customer-centred government.


Working across the Public Sector to drive key reform agenda items within the Life Journeys (LJ) and Government Made Easy (GME) programs of work Genuinely flexible working arrangements.


The Department of Customer Service (DCS) has embarked on a journey to transform the NSW Government into the world's most customer-centric government.

The Unit (CXU) in DCS is the centre of excellence for improving customer experience in the NSW Government.

The CXU ensures customers are at the centre of government decision making and delivery so that their experience of NSW Government is easy, efficient and trustworthy no matter where or how they interact.


As a Business Engagement Manager, you will be responsible for leading the analysis and strategic management of business demand for new or modified services and the systematic identification, analysis, management, monitoring and improvement of stakeholder relationships in order to target, improve and deliver mutually beneficial outcomes.


You will be responsible for:

  • Leading the development of comprehensive stakeholder management strategies and plans that facilitate effective cooperation across the NSW Public Sector, the Commonwealth and Private Sector.
  • Building strong strategic relationships with senior stakeholders (internal and external) to ensure longterm success and optimal service delivery.
  • Facilitating the engagement of stakeholders and delivery of services and change projects, acting as a single point of contact for senior stakeholders, to facilitate relationships between them.
  • Negotiating with and influences stakeholders to ensure that they understand and agree on what will meet their needs, a to support the definition of appropriate agreements to efficiently deliver on strategic priorities.
  • Overseeing and managing demand within CXU and associated planning activities, including stakeholder mapping and management, new work and stage gate approvals, centralised communications and engagement management and pipeline management.
  • Leading the process of integrating demand management with complementary strategic, operational and change management processes to ensure delivery of highquality products, services and user experience.
  • Developing new business proposals; provides advice on demand issues and routes requests to the right place to ensure the provision of expert advice and effective support.
  • Collaborating with key stakeholders to prioritise demand in order to improve business value, develop and communicate insights and patterns and, analysis of business demand for new products and services or modification to existing service features.

To be successful in this role you will be able to demonstrate:
 Strong background in stakeholder partnerships management, business development, or a related field Experience working with government organisations Excellent communication and interpersonal skills The ability to build and maintain relationships with a diverse group of stakeholders Experience establishing and tracking against partnerships agreements preferred
What we need from you:


"Please note shortlisted applicants will be contacted for interviews and assessments mid-January"
Salary Grade 11/12, with the base salary for this role starting at $134411 base plus superannuation.

Closing Date:
Wednesday, 11 January :00am)

Working at Department of Customer Service


The Department of Customer Service (DCS) is a great place to work Our values of accountability, trust, service, and integrity drive our initiatives and culture.

We support innovative programs in areas as broad as digital government, consumer protection and major public works.

We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.

Visit our Careers site to find out what it means to work for us.

You Belong Here
We are committed to diversity, inclusion, and new ways of working.

We have 8 million+ reasons to care and want our employees to represent the communities that we serve.

You can view our full diversity and inclusion statement here.

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