Program Manager

3 weeks ago

Newcastle, Australia NSW Government -Department of Customer Service Full time

**Program Manager, Customer Programs. Ongoing role. Flexible hybrid working model including work from home and our NSW offices.**

The Optimisation & Project Delivery pillar within Revenue NSW is looking for an experienced Program Manager to lead the Customer Programs team, reporting to the Director.

This is an exciting opportunity to deliver on a range of transformational changes and customer experience improvements.

As the Program Manager you will combine your outstanding stakeholder engagement, leadership, and technical skills to form, lead and manage project teams and an overarching program of work aiming to transform experiences for fines and debt customers of Revenue NSW.

You will plan, develop, deliver, and monitor strategic project outcomes, and support the achievement of organisational objectives ensuring customers get to their desired outcomes more easily, have higher trust and satisfaction in Revenue NSW and navigate services without effort.

**Some of the key responsibilities will include**:

- Lead the development and delivery of projects, identifying interdependencies and leveraging resources to maximise efficiencies and achieve required organisation outcome
- Lead and oversee all aspects of project development, implementation and closure across a portfolio of complex projects, including preparing business cases and project plans, establishing appropriate governance, identifying, allocating and managing resources, and meeting reporting requirements, to ensure project outcomes are achieved on time, on budget, to quality standards and in line best practice project management methodology
- Develop and implement strategies and tools for the continuous monitoring and evaluation of projects, including risk and contingency management, benefits realisation, and project impact and quality measures, to identify and address issues and assess project progress and overall
- Lead and manage project team/s (internal and external), to deliver all key project/s milestones
- Develop and manage stakeholder relationships through the provision of expert advice, effective communication, negotiation and issues management to ensure stakeholders are engaged throughout the project and project deliverables are met
- Provide expert advice and information to stakeholders on emerging project issues and present recommendations to support project delivery in line with established plans, budgets, timeframes, policy objectives and other project priorities
- Oversee research and formulate recommendations to support evidence-based project planning and decision making

**To be successful in this role you will**:

- Demonstrate working with multi-disciplinary teams and effectively liaising with stakeholders, product squads and vendors
- Be an excellent communicator and collaborator with the ability to expertly influence across teams and work with stakeholders at all levels
- Demonstrate your ability to provide guidance and strategic leadership to unblock project work, including managing resourcing and budgets, delivery dependencies and improve inter-team communication and collaboration
- Be a coach, facilitator, and multiplier - passionate about delivery and focused on helping teams work better together
- Be experienced and comfortable in working in a fast-paced environment with many moving parts and able to work to strict deadlines
- Have strong technical skills and exposure to digital delivery
- Demonstrate strong familiarity with program/project management software tools, methodologies, and best practices
- Have certification and experience in Agile project management (desirable) and a demonstrated understanding of customer experience and/or human centred design approaches.

**About the Customer Programs Team and the Optimisation and Project Delivery Pillar at Revenue NSW**:
Revenue NSW is the state’s principal revenue management agency. We are part of the?Department of Customer Service. Our purpose is to contribute to a prosperous, safe and fair society by collecting revenue, resolving fines, administering grants and recovering debt.

We are undergoing significant transformative change which brings opportunity for innovation and progressive thinking to make things better for NSW.

The Customer Programs team leads a strategic program of work that delivers initiatives that benefit all Fines and Debt customers, including significant digital projects including the MyFines platform. The team works collaboratively with our Digital squads to deliver projects and provides expertise in strategic project management.

**What we need from you**:
An up-to-date CV and a brief cover letter outlining how your skills and experience are aligned to the role.

Salary Grade 11/12, with the base salary for this role starting at $134411 base plus superannuation

**Closing Date: Thursday, 8th June 2023 at 9:59am.**

**Working at Department of Customer Service**

The Department of Customer Service (DCS) is a great place to work Our values of acc

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