Program Manager

**Program Manager - Ongoing role, Flexible hybrid working model including work from home and our Sydney office**

The Customer Experience Unit (CXU) is growing, which has opened an opportunity for an experienced Program Manager to join its driven and progressive team to make an impact delivering customer-centred government. This role sits within the Government Made Easy (GME) program and will report to the Director. As the Program Manager you will combine your outstanding stakeholder engagement, leadership, and technical skills to form, lead and manage a new multidisciplinary team and program of work. 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 government and navigate government services without effort.

**Why work for us?**
There are lots of reasons why a role with us is rewarding - working with us gives you:

- The opportunity for meaningful work that matters to all of us in NSW
- Hybrid working, compressed hours and generous leave conditions, so you can make time for what counts
- Much more than just a job, you can build a career here
- Unmatched opportunities for growth and development

**About you**
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 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 as scrum master and in Prince2 Agile project management (desirable)

**Your key responsibilities will include**:

- Lead the development and delivery of projects, identifying interdependencies and leveraging resources to maximise efficiencies and achieve required organisation outcomes
- 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

**About the Customer Experience Unit (CXU) and the Government Made Easy (GME) Team**

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 Customer Experience 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.
The program?provides?simple?user journeys?that?span?multiple?government agencies and departments?to?get?customers?to an outcome associated with a major event in their life.?The Customer Experience Unit partners with agencies from across the sector?and drives delivery of outcomes.

The Government Made Easy (GME) Team plays a key role in working towards the NSW government’s vision of being the world’s most customer centric government. We deliver produ