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Manager, Customer Engagement (Vpsg5)

Department of Justice and Community Safety - Melbourne, VIC

Government, Defence & Emergency
Source: uWorkin


At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don't hesitate to get in touch with the contact person listed on this ad.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

  • Utilise your customer engagement and demand management skills
  • Fixed Term, Full Time opportunity for 12 months
  • Attractive salary range between $101,120 to $122,348 plus superannuation

About us

Technology Solutions (TS) provides a range of Information, Communication and Technology (ICT) services for the Department of Justice and Community Safety (DJCS). The branch sets the strategic direction of ICT in alignment with the business direction. TS is responsible for ICT strategies, initiatives, architectures, policies, projects, applications and infrastructure services in a multi-sourced environment.

About the role

Leading and developing a team of specialists in maximising their contribution, the purpose of the Manager, Customer Engagement is the analysis and proactive management of business demand for new services or modifications to existing service features or volumes.

In this role you will:

  • collaborate with the business to prioritise demand in order to improve business value
  • propose responses to meet both short-term and long-term demand and facilitate decision making and planning
  • integrate demand analysis and planning with complementary strategic, operational and change planning processes
  • provide professional advice in customer engagement and demand management, to the CTO, the executive, business unit leaders and cross-functional teams on customer engagement and demand management, leading departmental compliance and benefits realisation.

About you

As our ideal candidate you will have:

  • a strong knowledge of, and demonstrated experience within a large ICT environment, of customer engagement and demand management practice, leading to successful ICT improvement or transformation creating realised business value
  • knowledge of, and experience in leading/utilising/participating in a range of waterfall (e.g. PRINCE2, PMBOK) iterative, incremental, and agile software development methodologies (e.g. Scrum, Kanban, ScrumBan, SAFe)
  • up-to-date knowledge and understanding of product management best practices including commercial and financial understanding, as well as, knowledge of new or emerging technologies and their potential value to the organisation
  • proven customer engagement and demand management skills in delivering continuous service and product improvement, utilising demonstrated customer engagement and demand management skills.


  • Fixed term position as a member of the Victorian Public Service (VPS).
  • Competitive salaries, generous leave entitlements, including annual leave loading, paid parental leave and the opportunity to purchase additional leave.
  • Professional development; including support and training tailored towards your goals.
  • Opportunities for career growth throughout the Department of Justice and Community Safety and the wider VPS network.

For more information on the accountabilities and key selection criteria for the role please refer to the position descriptions attached.

How to apply

Please click the Apply button on this advertisement. Applications should include a resume and cover letter. Attachments can be uploaded in .doc, .docx, .pdf, .txt or .rtf formats.

Please note: there are no Key Selection Criteria (KSC) questions required for this application and you do not need to separately address any KSC.

The successful candidate will be required to undergo pre-employment checks which may include national police checks and misconduct screening.

During the COVID-19 pandemic all of our assessment processes will be facilitated remotely using online tools to ensure the safety and wellbeing of our candidates and staff. No face to face contact is required and induction training will also be completed online for those who are successful in securing a position with us.

Melbourne, VIC

Government, Defence & Emergency


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