About Icon Water

Icon Water is an iconic Canberra business with a history of providing essential services to Canberra for over 100 years.

We are the ACT’s supplier of essential water and wastewater services and have proudly served our community for over 100 years – sourcing, treating and supplying water, and managing Canberra’s wastewater network. Our work is essential to the health, prosperity and liveability of the region, and we are committed to environmental, social and financial sustainability in everything we do.

Icon Water is a purpose driven organisation where everyone contributes to our core business, ensuring high quality drinking water and sustainable wastewater treatment. Icon Water’s culture is driven by our values of care, connection, community and courage. These are values we see in action every day as we challenge ourselves to meet the expectations of our community.

Icon Water is an Equal Opportunity Employer which values diversity and inclusion. We encourage applicants from all backgrounds, including Aboriginal and Torres Strait Islanders, people with disabilities, people from culturally diverse backgrounds and all ages. We also have a strong focus on gender balance within the organisation and encourage women to apply.

About the Role: As the Project Manager, Customer Management Platform (CMP) you will lead the strategic direction, performance and continuous improvement of our Microsoft Dynamics 365-based Customer Management Platform and associated customer engagement applications. This is a pivotal role that bridges business and technology teams, ensuring our customer platforms deliver exceptional value, support operational excellence, and align with organisational objectives.

As the platform owner you will drive project vision,



roadmap development, stakeholder engagement, governance and change management initiatives while championing customer experience outcomes across the business.

Key Responsibilities:

- Develop and maintain the strategy and roadmap for the Customer Management Platform.
- Lead stakeholder engagement, governance forums and prioritisation of platform enhancements.
- Coordinate platform releases, integrations, change requests and User Acceptance Testing (UAT).
- Collaborate with business, technical teams and vendors to deliver successful product outcomes.
- Ensure compliance with privacy, security and platform governance requirements.
- Champion user adoption, continuous improvement and best-practice platform utilisation.

Skills and Capability we need:

- Strong stakeholder engagement, relationship-building and influencing skills.
- Excellent communication skills with the ability to bridge business and technical audiences.
- Well-developed analytical, problem solving and decision-making capabilities.
- Experience managing completing priorities and delivering outcomes in a complex setting.
- Strong project, release and change management skills with a high attention to details.
- Resilient, proactive and collaborative approach with a focus on continuous improvement.

Qualifications, Knowledge and Experience:





- Proven experience engaging with a broad range of business users to implement and support core business platforms, ensuring high standards of customer service delivery.
- Strong track record of gathering, analysing, and incorporating user feedback to drive continuous improvement in business solutions.
- Ideally, hands-on experience with the Customer Management Platform. Alternatively, experience with Microsoft Dynamics 365 Customer Service and/or Field Service, or equivalent customer/asset management platforms within the utilities sector.
- Solid background in business analysis, customer support, product management, or delivery management related to enterprise business systems.
- Demonstrated experience in coordinating product releases in collaboration with technical and delivery teams.
- Skilled in planning, coordinating, and executing User Acceptance Testing (UAT) to validate solutions against business requirements.
- Desirable: Relevant certifications in product management, Scrum Master, or Product Owner disciplines.
- Desirable: Proficiency with Microsoft DevOps or similar tools for managing product backlogs and delivery pipelines.

Please note to be considered for this role, all candidates must be able to provide evidence of unrestricted work rights in Australia as part of the recruitment process.

To find out more about the role you can view the detailed position description HERE. Alternatively, you can contact ***********@iconwater.com.au for further information.

How to apply: If this role interests you, please submit your resume along with a one-page cover letter addressing how you meet the requirements and capabilities of the role through the Careers Portal.

Applications close Tuesday 21st July 2026.

📌 Product Manager, Customer Management Platform (Canberra)
🏢 Icon Water
📍 Canberra