Program Manager- Implementation and Governance

This pay rate is inclusive of mandatory 25% casual loading

**Situation**:
The client is mid-flight on the transformation of their current operating platform (Customer

Relationship Management (CRM) tool and finance system) to support the delivery of services to the Queensland public.

**Existing systems consist of**:

- CRM, being Dynamics 2016 on premises, the heart of our customer service ecosystem
- digital web services built to support online processing of client services (for example, bond lodgements and bond refunds), hosted in AWS which will transition to Microsoft Azure
- Dynamics AX / ERP system on premises, used to manage the financial operations of the client.

The client has a well-established program, that has been in place since 2022. The program has successfully completed the discovery and design phase and is mid-flight into the implementation phase with Capgemini as their implementation partner.

This program is mid-flight with an ambitious runway to go-live. As the Program Manager you will be responsible for leading confirming requirements, implementation, cutover and transition to BAU for a specific stream within the program.

**Program structure**:
The Program Manager will be accountable for 4 distinct project streams:

- Customer Engagement (CRM) including Web Services lift and shift
- Customer Registration and Portal
- Finance and Operations (Dynamics 354 FinOps)
- Data and Integration, and Reporting

To support the Program Manager there are the following internal resources:

- Dedicated project streams, each of which have the appropriate scrum members (BA, testers, SME's, product owners etc)
- Change and Operational Readiness team
- Structured project governance and assurance frameworks
- PMO which will aid in communications and overall portfolio management, including project governance and assurance oversight.

**Outcomes**:
The Program Manager will be responsible for:

- leading, inspiring and directing resources across the program to deliver a high quality outcome for the organisation

**OFFICIAL**:

- seamless transition from current way of working to new way of working across all channels
- effective program management to ensure the program is delivered successfully (time, cost quality)
- decommissioning of existing services.

**Challenges**:

- The program has had a number of changes in leadership since commencement that has impacted on the culture and team dynamic overall. We are seeking a strong leader who can work with the SRO and Executive Leadership Team to rebuild a strong culture create a positive impact.
- Customer registration will be a critical success factor for the organisation and has not yet been well documented and managed to date. It will be imperative that initiative has the right focus and attention to deliver the outcomes required.
- Data quality issues with incumbent systems and organisational maturity is limited.
- Misalignment between digital and non-digital channels.
- The largest program within the transformation with the potential for change saturation as projects and programs head towards go live.
- Current systems are close to end of life.
- Limited internal skill sets in Dynamic 365 / Power Platform

**The successful delivery of this project will**:

- streamline internal processes
- make it easier for customers to engage with the client
- increase digital adoption and drive efficiency
- enhance customer insights
- provide the platform enabling rapid deployment of future needs including legislative changes.
- A proven effective leader, experienced in building a strong united program culture that reflects the organisation's core values.
- Strong leader who can lead and inspire a team to achieve high quality results under pressure and manage performance and difficult conversations.
- Experience joining a program mid-flight, quickly adapting and effectively delivering quality results aligned to the project timeline.
- Experience managing complex programs with multiple concurrent and interdependent project streams including implementing customer portal, ERP / CRM implementations and/or Microsoft Dynamics 365 and Microsoft Azure.
- Demonstrated high quality written and verbal communication skills with the ability to connect with the business to meet the current and future requirements successfully.
- Successful experience presenting to and at Executive and Board level.
- Strong business acumen including management of budgets, resources and reporting.
- Governance and assurance experience including experience with gateway assurance processes
- Certified in Prince2, Waterfall and agile project delivery.

**Applications close October 30th at midnight