The opportunity
Icon Water is reviewing how it delivers retail services to its customers. These services include billing, payments and credit management, and they are currently delivered under an outsourced arrangement.
Icon Water is looking for a senior leader to review that arrangement, test the alternatives, and recommend the model that best meets customers’ expectations. The path forward has not been set. You will gather the evidence through research and engagement, use it to design the future operating model, and, if change is recommended, lead the transition through to operation.
You will work closely with the executive team and across the Customer, Finance and Digital groups. You will review the current arrangement, research what customers expect, and assess insourced, outsourced and hybrid options along with the technology each would need. You will then weigh the cost, benefit and risk of each option and present a clear recommendation for executive decision.
You will not be doing this alone. You will determine the people and resources the project needs, and Icon Water will support you to put them in place.

What you’ll bring
You have designed and delivered a transition of services before and seen it through to operation, ideally in a utility or other regulated business. You are comfortable working where the answer is not yet known, and you can turn research and stakeholder input into advice that executives can act on.
You will also bring:

- experience in operating model design,



service design and technology evaluation
- a sound grasp of risk, and the judgement to weigh it against the outcomes the business needs
- the ability to explain costs and advantages clearly to a senior audience, in writing and in person
- the credibility to work with executives and bring a broad range of stakeholders with you
- discretion in handling commercially sensitive information.

Why this role

- A project of real significance: your work will decide how Icon Water serves every household and business in Canberra for years to come
- Market-competitive salary and employment conditions
- 15% employer superannuation contribution
- A team-oriented and supportive workplace culture

About Icon Water
Icon Water has provided essential water and wastewater services to Canberra for over 100 years. Its culture is driven by its values of care, connection, community and courage.
Icon Water is an Equal Opportunity Employer and encourages applicants from all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities, people from culturally diverse backgrounds and people of all ages. It has a strong focus on gender balance and encourages women to apply.

How to apply
Approach Consulting is managing this recruitment on behalf of Icon Water. Please submit your current CV to ••••@approachconsult.com.au. For a confidential conversation, contact Michael Hoole on 04•• ••• 640.

Applications close 11:59pm AEDT Monday 2 November 2026.

📌 Senior Project Manager, Retail Services Review (Canberra)
🏢 Approach Consulting
📍 Canberra