Job Description

[What the role is]

You will lead the design, implementation and continuous improvement of digital and AI-enabled service delivery solutions to transform service delivery and elevate customer experience excellence. This role requires you to collaborate closely with stakeholders to implement and modernise a broad range of digital and AI-enabled solutions spanning enterprise service systems, AI tools and other emerging technologies, and champion the adoption of new digital ways of working. You will also participate in Whole-of-Government (WOG) service improvement projects, contributing to a collaborative One Public Service approach to service delivery.

[What you will be working on]

• Manage and modernise enterprise service systems to ensure robust and reliable service delivery operations.
• Lead the development and implementation of digital and AI-enabled solutions (including enterprise service systems) to transform service delivery and elevate customer experience excellence.
• Strengthen strategic collaborations with WOG partners to advance service innovation and digital integration.
• Drive embedment and effective use of technologies to strengthen ground-level service delivery capabilities.

[What we are looking for]

The job might be for you if you possess the following qualities:

• Dynamic and experienced professional with a strong foundation in digital transformation and service innovation, capable of operating at both a strategic and operational level to drive meaningful improvements in service delivery.
• Proven track record in digital transformation, enterprise system management, or service innovation, preferably in a public sector or service delivery context.
• Demonstrated experience in managing end-to-end system maintenance, implementation or modernisation projects, including working with vendors and cross-functional stakeholders.
• Familiarity with AI technologies, cloud-based platforms and SaaS solutions, and their application in service delivery contexts.
• Preferably with proven experience in customer experience design, service journey mapping or digital service development, with demonstrable outcomes in improving service quality and citizen engagement.
• Strong project management, stakeholder engagement and communication skills, with a proven ability to manage competing priorities and drive initiatives to completion.
• Strong ability to bridge operational and technical functions, with demonstrated experience articulating user and business needs into clear and actionable terms when working with IT teams and vendors.

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.