Project Manager - Client Management Program

Posted 25 January 2024
Job type Contract
DisciplineExecutive IT

Job description

This client has established the Client Management Program (CMP) with a focus on improving and contemporising customer service delivery, with key enablement from technology improvement and refresh. The department has identified an opportunity to reduce costs, improve service delivery, and mitigate risks by replacing legacy systems with an integrated information management and customer service delivery solution/s for emergency and non-emergency operating environments.

The CMP intends to provide solution/s to modernise and consolidate ICT systems which encompasses:
* Computer Aided Dispatch
o Replacement of existing legacy CAD system inclusive of business optimisation
* Customer Relationship Management
o Customer data management and associated features e.g. reporting.
* Integration Services
o Data Integration, such as integration Platform as a Service (PaaS), to allow data transfer and to maximise utility of all systems.
* Quality and Compliance
o Including call recording technology that improves quality, consistency and compliance
* Resource Planning: For example, major event capability enhancement, enhanced capabilities for responsiveness during periods of required peak demand.
* Contact Telephony Systems
o Telephony, to implement a fit for purpose, contemporary, integrated solutions
* Workforce Management
o Supporting business and workforce optimisation.

Organisational structure & relationships
This program currently reports to the Program Director. This position will work closely with a number of department internal areas and specifically with the ICT supplier, Frontline & Digital Division.

Preferred Knowledge / Experience
Please note the initial project to be assigned to the successful candidate will be the Computer Aided Dispatch (CAD) project.
The suitable project manager for this role will have knowledge in the following areas in order of priority;
1. Business change/optimisation
2. Vendor management
3. Management of technical resources
Previous experience in the following areas will be well regarded:
* 24x7 life critical system replacement/upgrades
* Specific experience in Public Safety contact centre operations or projects
* Implementation of policing systems

Experience in the following general areas is the minimum expected from candidates submitted:

* At least ten (10) years' experience as a Project Manager and at least four (4) years end to end delivery experience in large and complex ICT environments, preferably implementing COTS solutions.
* Experience managing complex vendors, consultants, matrix managed business resources and directly allocated project resources to collaborate and deliver consistent high quality work packages
* Experience in operating under both Prince 2 and Agile methodologies
* Proven experience in development of detailed work breakdown structures, schedules and communication of these tools from executive through to delivery team members
* Proven experience in the definition, initiation, maintenance, and management of formal project management plans, registers and reports. Managing and controlling any required variations throughout all phases of the project delivery lifecycle.
* Proven experience working with vendors during various project phases of a large and complex program of work.
* Proven time management, task prioritisation and delegation, with the proven ability to lead, inspire, motivate, influence, and develop people, providing a productive and positive team culture.

To be considered for the role click the 'apply' button or for more information about this and other opportunities please contact Emma Metzger on +617 3339 5618 or email [email protected] and quote the above job reference number.

Paxus values diversity and welcomes applications from Indigenous Australians, people from diverse cultural and linguistic backgrounds and people living with a disability. If you require an adjustment to the recruitment process please contact me on the above contact details.