Positions available

IT Customer Experience Manager

Apply now Job no: 925341
Work type: Full-time
Location: Geelong

IT Customer Experience Manager

  • Full time, ongoing role 
  • Hybrid work environment with flexibility to balance weekly Geelong office based work with hybrid working
  • Circa salary $150,000 base plus superannuation

Our Story

The IT Shared Solutions (ITSS) Division is a collaboration area in which the TAC and WorkSafe share resources to deliver IT solutions to both organisations.

The TAC is a Victorian state government organisation whose role is to promote road safety, support those who have been injured on our roads and help them get their lives back on track.

WorkSafe Victoria plays a critical role in the lives of Victorian employers and workers - as the state's health and safety regulator and as the manager of Victoria's workers compensation scheme. In both capacities, employers and workers are at the heart of our service.

About the Role

The Information Technology Customer Experience manager will advocate and champion the customer experience across IT Service Delivery and ITSS. The successful candidate will have the passion to lead and support ITSS teams to uplift processes and practices to a lean product/platform/devops business model and operating rhythm. They will lead and drive the uplift from ITSM to agile enterprise service management in the Service Management Office.

The successful applicant for this role will be employed by TAC but will work across both organisations. The recruitment process for the role will be run by TAC’s People & Culture team.

About the Team

Reporting to the Senior Manager Service Management Office, this role will have four direct reports and will join a supportive and people focused team who are driven to deliver great outcomes for the business. The TAC promote a flexible and inclusive work culture with opportunities to challenge yourself and continuously grow and develop in the role.

A Day in the Life

  • Plan and drive user experience design activities, providing expert advice and guidance to support the adoption of agreed approaches
  • Lead a team of four employees, act as an influential and passionate leader
  • Analyse and design business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation
  • Provide expert advice and guidance to support the adoption and adaptation of agreed approaches. Develops user experience tools, techniques and standards as part of the organisation's framework for user-centred design.

What you’ll need to succeed?

  • Extensive experience in a similar role, ensuring customer experience and process efficiency are central to improvements made across IT environments.
  • People management experience, experience leading a team
  • Strong influential and negotiation skills
  • Highly developed interpersonal and verbal communication skills, with strong customer focus
  • Ability to manage, measure and enhance customer experience and driving innovative solution delivery
  • Experience working with ServiceNow at enterprise level (desirable)
  • Experience working in complex large scale work environments

Why join the TAC?

We foster an engaged and inclusive culture; our 2022 survey results show over 90% of our employees feel proud to work for us and would recommend us as a great place to work. Our people enjoy a range of rewarding benefits, including:

  • Competitive remuneration, annual bonus and salary packaging options
  • Hybrid working arrangements; combining weekly office based work with remote working 
  • A comprehensive wellbeing calendar of events and initiatives
  • A commitment to a culture of learning with extensive professional development opportunities

Read more here: https://www.tac.vic.gov.au/about-the-tac/careers/our-employment-benefits

Together, our differences make us stronger

We believe that a diverse workforce operating within an inclusive culture is critical to achieving our purpose. We promote a workplace that actively seeks to include, respect and value the unique contributions of all people, because we believe that together, our differences make us stronger.

We are committed to inclusion, diversity and accessibility in our employment practices, and encourage Aboriginal and Torres Strait Island people, people with disability, women and gender diverse people, culturally diverse and LGBTIQ+ people to apply for our roles.

If we can assist you with any reasonable adjustments in order to submit your application for this role, please contact the People & Culture Team on (03) 5225 7500 or via email at People_Culture@tac.vic.gov.au and a member of the team will be in touch. Any information provided regarding disability or reasonable adjustment requests will only be used to provide accommodations and will in no way determine the outcome of an application.

We’d love to hear from you

If this opportunity excites you, click APPLY to submit your Cover Letter and Resume today. Successful applicants will be contacted and progress to an interview. All applicants will be advised of the outcome of their application.

For further information, please refer to the attached Position Description or contact Jessie Howlett (Shared Services Specialist) on (03) 9300 0518 for a confidential discussion. Applications for this role will be accepted up until 11:55pm on 5 February 2023. 

If this role isn’t quite right for you but you know of someone who would be interested, please feel free to share the ad with them.

We are committed to the health, safety and wellbeing of our employees. This includes complying with the Chief Health Officer’s directions, including the requirements to collect, record and hold vaccination information about employees. Successful applicants will be required to provide evidence of their COVID-19 vaccination status or medical exemption prior to commencing employment.


Download File ITSS Customer Experience Manager_PD_08.2022.pdf

Position Description

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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