Senior Project Manager - (SAP / CRM / Contact Centre / AI)
From $202/yr
The opportunity Your initial focus will be the transition of retained business capabilities into the client's technology environment as part of a business separation. You will lead delivery supporting infrastructure services and regulated metering, spanning lead management, customer enquiries, case management, help desk support and retailer enquiries. Working across customer applications, contact centre solutions, digital platforms, integrations and vendor partners, you will oversee delivery from mobilisation through to operational transition. The role is expected to move into the Conversational AI project from around March 2027. What you will lead * End-to-end delivery: mobilisation, design, implementation, testing, business readiness, cutover and closure. * Integrated delivery plans, budgets, resources, dependencies, risks and issues. * Collaboration across Customer, Technology, operations, business specialists and external vendors. * Customer service and retailer enquiry changes, including the applications and integrations that support them. * Vendor and commercial management, project governance and clear reporting to sponsors, steering committees and senior stakeholders. What you will bring * Significant Senior Project Manager experience delivering complex technology-enabled business change. * A strong track record in customer-facing or customer-service technology initiatives. * Experience across several of these areas: CRM and customer service platforms, contact centre and telephony, digital/web applications, workflow and case management, enterprise integrations and APIs, or system migrations and technology transition. * Strong vendor and commercial management skills, with experience leading multidisciplinary business and technology teams. * Confidence engaging senior stakeholders, managing governance and steering committees, and resolving cross-functional delivery challenges. * Hands-on delivery experience across implementation, testing, cutover and operational readiness, with the ability to quickly understand new business domains and technologies. Experience that will stand out Conversational AI, chatbot or intelligent IVR delivery experience will be highly regarded, alongside contact centre, customer experience or customer operations expertise. Experience in workflow automation, process digitisation, CRM, SAP, contact centre or knowledge management platforms would also be valuable, as would an understanding of AI-enabled customer service and experience in utilities, energy or regulated industries. Why consider this role? Combine complex transition delivery with the opportunity to move into AI-enabled customer service. You will work across business and technology, lead multiple delivery partners, and bring your customer technology expertise to a Sydney-based hybrid contract role. Interested? Apply with your CV outlining your relevant customer technology, transition and project delivery experience. The job referenvce ID is AY79926