Head of Technology Delivery

**Job no**: 53886013

**Brand**: Australia Post

**Categories**: Digital

**Work type**: Permanent Full Time

**State**: VIC

**Location**: Melbourne

**You might think you know us, but we’re delivering like never before.**

As the world rapidly changes, we’ve had to change too - to ensure our future is even greater than our past

It’s an exciting time to be at Australia Post

Customer Experience and Digital Technology is at the core of Australia Post’s transformation. This new business unit is empowered to deliver for our teams and delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon.

And we’re always on the lookout for passionate, purpose-driven people to join our team.

**Customer Experience and Digital Technology?**

The purpose of Customer Experience and Digital Technology is to design, build and maintain products, services and experiences that Australian's love and trust, while delivering a sustainable future for Australia Post. The key areas that Customer Experience and Digital Technology is responsible for include Customer Experience, Customer Services, Decipha, Identity and Financial Services, Digital Channels, Data Science, Data Commercialisation, Product Engineering and Platforms, as well as Technology.

**What does the role involve?**

You will be responsible for strategic and program implementation across the Enterprise Enablement (EE) Project Delivery and supporting teams for both Asset Lifecycle Management (ALM) and Strategic initiatives. You will also oversee the business case development, delivery and governance of all EE projects.

Hang on, there’s more - the role is also accountable for:

- Management of key consulting and contingent partners to ensure successful delivery of EE projects. Partners include (but not limited to) CyberCX, Orro, Telstra, MetaPM, Accenture, and Deloitte;
- You will ensure projects deliver value for money, achieve business outcomes and that services received meet the commercial project performance targets;
- Management of network and infrastructure solutions and estimations to provide the first engagement into EE key services;
- Management of billing operations for the proactive identification and resolution of any billing errors or anomalies, to minimise impact on Enterprise Enablement and the business units that pay for these Enterprise Enablement services;
- Management of key software assets, including loading entitlements, software renewals, and a central point of contact for all software audits, as well as the maintenance and platform ownership of SNOW software;
- Fostering continuous innovation in how services are provided; embrace experimentation and trying different and novel ways to solve problems;
- Accountable for establishing and implementing prioritised process improvement initiatives, aligned to business strategies, technology roadmaps, team capabilities and priorities;
- Acting as an escalation point for the business and relevant stakeholders, taking ownership and ensuring all supplier project services issues, billing issues and SNOW platform issues are effectively identified, tracked, communicated and managed to resolution.

**What will you bring to the role?**
- Significant experience heading and delivering Technology services, in a large complex organisation or for a major business unit/ domain;
- Previous Program/ Project delivery and project governance background, with strong financial acumen & commercial understanding;
- Experience in identifying critical issues and develop/implement strategies for delivering solutions;
- Demonstrated ability to lead and manage change in ambiguous and complex environments;
- Demonstrable skills in customer experience methods and using innovative ideas to continually deliver value to the customers and business;
- Experience influencing outcomes beyond span of control and brokering consensus among stakeholders with conflicting needs and expectations.
- Demonstrate extensive knowledge of key market drivers, industry players and latest developments with respect to all IT services;
- Proven ability to manage relationships at the executive level and interaction with C-level and EGM level;
- Has previously built and led multi-disciplinary teams and history of successfully and actively mentoring/coaching others to enhance their potential and success;
We will expect you to role model a high degree of consulting skills, commercial acumen and ability to communicate and build strong relationships at all levels of management across the enterprise and with key service partners.

**We believe investing in our people is good business.**

We know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/