IT Program

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we're championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

We are looking for a strategic and driven IT Program & Projects Portfolio Manager to lead the delivery of impactful technology initiatives that align with our mission and drive real results.

 In this key role you will be required to:

• Manage strategic alignment across IT programs and projects to ensure they support AFCA's broader goals.
• Work alongside the IT Financial & Services Portfolio Manager to evaluate initiatives for ROI and operational feasibility.
• Collaborate with a wide range of internal and external stakeholders, ensuring our IT initiatives are delivered on time, on budget, and with purpose.

This is your opportunity to make a lasting impact on the current, transitional, and future IT operational states and significantly contribute to successful outcomes across the organisation.

Your responsibilities in this role include: 

IT Program and Project Management

• Manage and monitor Office of the CIO projects across AFCA IT, and the broader organisation as required.
• Develop and maintain integrated plans, schedules, budgets, and resource forecasts; manage risks, issues, and dependencies across initiatives. As well as associated key documentation, e.g., business case, charters, communication plans, schedule, budgets, RACI's, CR's, risk logs, actions, and issues logs.
• Coordinate and track IT BAU projects and small initiatives across teams to ensure timelines, scope, and dependencies are managed.
• Maintain and support IT resource (workforce) planning data, tracking, and prioritisation for both project and BAU workstreams maximising IT resource allocation.
• Assist IT project leads with documentation, risk and issue tracking, and post-implementation reviews.

 Stakeholder Management

• Work with business and technical owners, leaders, and project managers to identify project interrelationships ensuring shared understanding of priorities, milestones, and dependencies that will shape project priority and resource allocation decisions.
• Maintain transparent communication within IT and across the organisation, including updates on system changes, project outcomes, service improvements, and IT strategic initiatives.
• Develop and distribute clear, engaging communication materials (e.g., newsletters, intranet updates, presentations). 
• Chair IT and attend PMO project governance meetings and assist in facilitating engagement sessions, town halls, and feedback activities. 

Portfolio Governance

• Provide strong governance and oversight of IT programs / projects to ensure project goals or objectives are accomplished within the approved time frame, scope, and budget.
• Maintain, document, and appropriately socialise the IT program and projects portfolios. 
• Ensure that all initiatives meet legal and regulatory requirements and IT's policies, procedures, and security requirements.
• Handle confidential and sensitive information with discretion, maintaining the highest standards of confidentiality and professionalism
• Monitor performance metrics and contribute to IT dashboards and reports for executive visibility.
• Contribute to regular reviews or audits of IT programs and projects.
• Foster constructive relationships across teams and contribute to ongoing service delivery improvements.

• Relevant tertiary qualifications plus significant experience in IT portfolio management or similar role.
• Experience with IT service delivery and operations.
• Demonstrated advanced knowledge of IT portfolio management techniques and tools.
• Excellent communication skills including strong oral and written communication.
• Able to work autonomously and as part of a team. 
• High degree of personal organisation and efficiency.
• Ability to build relationships internally and liaise professionally with other managers and staff at AFCA.
• Strong problem-solving abilities with demonstrated experience identifying, assessing, and implementing solutions
• Strong attention to detail and an excellent level of proficiently in PPM tools, the MS365 suite, as well as MS Planner, Teams and SharePoint.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women's health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you're passionate about fairness and believe your skills align with this role, we encourage you to apply—even if you don't meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.