Senior Project Manager - (SAP / CRM / Contact Centre / AI)

The Senior Project Manager will lead the end-to-end delivery of complex customer and technology initiatives across Eneserve, Regulated Metering and, subsequently, Conversational AI.

The initial focus will be leading the transition of retained business capabilities from PLUS ES applications into Ausgrid as part of the PLUS ES separation. This includes capabilities supporting Eneserve (PLUS ES Infrastructure), including lead management, customer enquiries and case management, as well as MBS Help Desk and retailer enquiries for regulated Metering. The role will lead delivery across customer applications, contact centre, digital platforms, integrations and vendor partners, before transitioning to the Conversational AI project from around March 2027.

 

Key Accountabilities

• Lead complex projects from mobilisation through design, implementation, transition and closure.
• Develop and manage integrated delivery plans, budgets, resources, dependencies, risks and issues.
• Coordinate delivery across Customer, Technology, operations, business SMEs and external vendors.
• Lead changes affecting customer service and retailer enquiry processes, including supporting applications and integrations.
• Manage system transition, integration, testing, business readiness and cutover activities.
• Provide clear reporting and recommendations to Sponsors, SteerCos and senior stakeholders.
• Manage vendors and technology partners against agreed outcomes, scope and delivery commitments.
• Ensure appropriate project governance, financial management and risk controls.
• Drive resolution of cross-functional dependencies and delivery issues.

 

Experience & Capabilities

Essential

• Significant Senior Project Manager experience delivering complex technology-enabled business change.
• Strong experience delivering customer-facing or customer-service technology initiatives.
• Experience across several of the following:
  • CRM and customer service platforms
  • Contact centre and telephony solutions
  • Digital/web applications
  • Workflow and case management
  • Enterprise integrations and APIs
  • System migrations and technology transition
• Strong vendor and commercial management experience.
• Demonstrated experience leading multidisciplinary business and technology teams.
• Strong senior management stakeholder, governance and SteerCo management capability.
• Experience with implementation, testing, cutover and operational readiness.
• Ability to move between multiple business domains and quickly understand new processes and technologies.

 

Highly Desirable

• Experience delivering Conversational AI, Chatbot or Intelligent IVR solutions.
• Contact Centre, Customer Experience or Customer Operations experience.
• Experience in workflow automation and process digitisation.
• Experience working with CRM, SAP, Contact Centre and Knowledge Management platforms.
• Understanding of AI-enabled customer service and automation technologies.
• Utilities, energy or regulated industry experience.