Osborne Richardson are public sector recruitment specialists with over 30 years’ experience.

- To 30 Apr 2027
- $67/hr + Super
- Werribee / Hybrid
- Start ASAP

About the role: Lead a team of five technical speciliasts to manage and imporove website, AI chatbots, document management and other customer facing digital platforms.

- Provide strategic leadership for customer experience and digital transformation, embedding outside-in, service-driven thinking into Council’s systems, platforms and service delivery.
- Lead integrated ownership of digital services, including the website, ERP-enabled service transformation and emerging AI capability, to deliver efficient, customer-centred outcomes.

Key Responsibilities:

- Embed customer-centred, outside-in thinking into service redesign, prioritisation and decision-making across Council, particularly within ERP-enabled environments.
- Own the strategic governance and performance and continuous improvement across Council’s digital platforms.
- Lead digital transformation initiatives, including automation and AI-enabled services, balancing innovation with risk, governance and organisational readiness.
- Establish and maintain a strong, insights-led approach to digital and customer outcomes, ensuring decisions are informed by customer, service and digital data.
- Provide oversight and direction for digital transformation and CX initiatives, ensuring projects and programs are prioritised,



governed and delivered effectively to achieve agreed outcomes and perks.
- Lead and manage the Unit staff, including communicating expectations, monitoring performance, providing
- feedback and fostering a positive and team-oriented work environment.
- Lead by example and inspire and motivate staff to live the organisational values, strive for excellence and efficiency in service delivery and embrace continuous improvement
- Address and resolve potential workplace issues in a timely and constructive manner.
- Identify training needs, provide coaching, support team member development and lead and support staff through change.

Experience:

- Degree or diploma course in digital transformation, customer experience, service design, information systems or other relevant field and experience in the field of specialist expertise plus further formal qualifications in the field of expertise or management, or at least four years of experience in another specialised field.
- Substantial experience leading customer experience, digital services or transformation functions in a complex organisation, preferably within the public sector.
- Proven people leadership experience managing multidisciplinary specialist teams.
- Substantial experience leading organisational change while delivering operational outcomes.

Thank you for your interest. We regret that, due to the number of applications received, we will not be able to respond to all applicants.

📌 IT Team Lead - Digital Platforms (Melbourne)
🏢 Osborne Richardson
📍 Melbourne