The Project Manager (Service Transformation) is responsible for delivering business-led service and operational transformation initiatives that drive measurable outcomes and benefits realisation. This role is suited to a mid-level project manager with strong commercial judgement and experience delivering change in low-maturity environments, rather than a traditional technology-focused PM.
Operating as an embedded transformation partner, the role works closely with GM-level stakeholders and service leaders to translate strategy into practical, deliverable initiatives that improve capability, service delivery, and customer outcomes.
Key Responsibilities
Service Transformation & Delivery
- Lead the end-to-end delivery of service and operational transformation initiatives across people, process and customer portfolios.
- Drive BAU uplift and service improvement initiatives within a constrained and evolving delivery environment.
- Bring structure, prioritisation and delivery discipline to low-maturity frameworks and ways of working.
- Take full accountability for agreed deliverables, timelines, and outcomes.
- Define, quantify and track benefits aligned to business cases and strategic objectives.
- Ensure benefits realisation is embedded into delivery plans, governance and stakeholder conversations.
- Support the development of business cases, budget inputs and investment rationale for strategic initiatives.
- Maintain a strong commercial mindset, balancing value, effort and impact.
- Act as an embedded delivery partner within service lines, building strong, trusted relationships with GM-level and senior leaders.
- Facilitate conversations on strategic priorities, trade-offs and sequencing of initiatives.
- Provide clear, pragmatic advice and act as a “voice of reason” in complex or ambiguous situations.
- Influence outcomes through engagement, credibility and sound judgement rather than authority.
Essential
- Approximately 5–10 years’ experience in project or delivery roles focused on business, service or operational transformation.
- Demonstrated experience delivering outcomes and benefits realisation in low-maturity or ambiguous environments.
- Strong commercial mindset, with experience contributing to business cases, budgets or value tracking.
- Proven ability to engage and influence senior stakeholders, including GM-level leaders.
- Experience working in adaptive, non-technical delivery contexts (Agile certification not essential).
- Background in service delivery, frontline services or customer-centric environments.
- Experience working as an internal consultant or in advisory-style delivery roles.
- Exposure to organisational capability uplift or transformation programs.
- Pragmatic, adaptable and comfortable working with ambiguity
- Curious, bold and willing to ask the right questions
- Strong judgement and accountability mindset
- Commercially aware and outcome-focused
- Values impact, learning and long-term contribution over title or seniority
