Extension Term: 12 months
Locations: Sydney NSW
Overview
Our client is seeking an experienced Technical Delivery/Service Manager to lead the delivery, support and continuous improvement of a critical CRM, Case Management and Customer Services solution built on Pega.
This is an exciting opportunity for a delivery-focused technology leader who can work independently while building strong, collaborative relationships across the organisation. You will play a key role in ensuring technology solutions deliver genuine business value and meet evolving user and organisational needs.
About the Role
As the Technical Delivery / Service Manager, you will lead a product team responsible for the Case Management, Customer Relationship Management (CRM) and Customer Services Pega solutions.
You will combine technical delivery leadership, service management and Agile Scrum Master capabilities, while fostering a high-performing, customer-focused and self-managing team.
Key Responsibilities:
- Lead the product team and provide technical delivery management and Agile Scrum Master leadership across the Pega solutions.
- Engage with a broad range of Client’s teams to ensure solutions and services meet business and user needs.
- Coach, mentor and guide team members to develop a self-organising, self-managing and outcomes-focused delivery team.
- Identify and remove obstacles and impediments affecting delivery and service operations.
- Ensure delivery outcomes align with branch and organisational priorities.
- Build effective relationships and negotiate with stakeholders at all levels to achieve successful outcomes.
- Drive continuous improvement of Agile delivery practices and share knowledge and experience across the organisation.
- Plan and coordinate system delivery, showcases and rollouts in accordance with Agile methodologies.
- Work with relevant Line Managers to coordinate delivery team resources and ensure delivery objectives are achieved.
- Monitor project budgets, delivery performance and financial reporting to ensure work remains within agreed parameters.
- Support delivery management colleagues and Directors across Applications and Services on broader agency and portfolio initiatives.
Key Skills and Experience Required
The successful candidate will have:
- Extensive experience in technical delivery or service management within complex enterprise environments.
- Strong hands-on experience with Pega, ideally across CRM, Case Management and/or Customer Service solutions.
- Demonstrated experience leading Agile delivery teams and performing the role of Scrum Master.
- Proven experience leading, coaching and mentoring multidisciplinary technology teams and building high-performing, self-managing teams.
- Strong experience managing the end-to-end delivery lifecycle, from planning and development through to implementation, rollout and BAU transition.
- Demonstrated experience managing technology services in a production/BAU environment, including incident, issue, escalation and operational management.
- Experience working with senior stakeholders, business leaders, technical teams and executives, with the ability to communicate effectively at all levels.
- Proven ability to manage competing priorities, delivery risks, dependencies, resources and budgets.
- Experience working within formal governance, risk management and reporting frameworks.
- Strong understanding of Agile methodologies, Scrum practices and continuous improvement principles.
- AGSVA Baseline (or higher) security clearance
What's on Offer:
- 12-month contract + 12 month extension
- Opportunity to lead high-profile digital transformation initiatives
- Hybrid working arrangements with flexibility available
- Exposure to enterprise-scale technology and business transformation programs
- Collaborative environment with strong executive engagement and strategic impact
Please upload your resume to apply. We will be in touch with further instructions for suitably skilled candidates.
If you would like additional information on this role, please email Marina- marina.popovska@calleo.com.au
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www.calleo.com.au
Calleo is an equal opportunity employer and we encourage applications from all people including Aboriginal and Torres Strait Islander peoples.
