Introduction

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services.

The TIO’s purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes.

The TIO has 4 core Values which underpin our purpose:

- Fairness
- Integrity
- Excellence
- Collaboration

The TIO is a diverse work place and as an employer we provide a safe and inclusive workplace to all employees and jobseekers regardless of: race, colour, gender, sexual preference, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, political opinion, national extraction or social origin.

To ensure our commitment to our community the TIO will make reasonable adjustments to allow our workplace to be inclusive including:

- Part time or reduced hours
- Modifying the workplace to improve accessibility
- Modifying equipment and devices
- Any other changes which promote diversity and inclusion

Please contact our Careers team at [email protected] about any reasonable adjustments.

Description

This role will own the enterprise transformation agenda, bringing together strategic initiatives, project delivery, change management and continuous improvement into one coordinated program of work.

As Head of Transformation, you’ll work closely with the Executive Leadership Team and senior leaders across the organisation to translate strategy into execution, provide independent advice and constructive challenge, and ensure transformation priorities are clear, sequenced, governed and delivered in a way that balances strategic value,



organisational capacity, operational risk and sustainable adoption.

Why you will love this role:

- Build a brand-current Transformation Office and help shape the future of the TIO.

- Influence organisation-wide decisions and strategic priorities.

- Collaborate with leaders who are committed to making meaningful change happen.

- Create lasting improvements for our people, members and consumers.

- Leave a legacy through the systems, disciplines and capabilities you establish.

What's in it for you?

- A rare opportunity to establish and mature a new enterprise transformation function.

- Executive level exposure and influence across strategic decision-making.

- The chance to shape how TIO prioritises, governs and delivers its most important transformation work.

- A purpose-driven workplace where your work helps improve outcomes for consumers, members and the broader community.

If you’re passionate about turning strategy into sustained organisational outcomes, we’d love to hear from you.

Skills And Experiences

You will be a great fit if you:

- Have experience establishing or leading transformation offices, PMOs, large-scale transformation functions or complex enterprise programs.

- Can see the big picture while driving practical delivery, adoption and sustained outcomes.

- Are confident providing executive advice, constructive challenge and evidence-based recommendations.

- Understand portfolio governance, program and project delivery, structured change management and benefits realisation.

- Can lead through ambiguity and complexity while balancing strategic outcomes, operational impacts and organisational capacity.

- Build trust, bring people together and create cross functional momentum.

📌 Head of Transformation (Melbourne)
🏢 Pearl
📍 Melbourne