Project Manager - Digital Transformation & Innovation (Cluster Offices)

Position Overview

This role will act as an IT strategist and master-planning lead to drive the IT Strategy for Cluster Office and the Digital Strategy for Community Care sector.

Role & Responsibilities

• Lead end‑to‑end service journey mapping across digital channels (web/mobile), partner touchpoints and back‑office processes; surface friction points and define AI‑enabled interventions that measurably improve experience, speed and quality
• Design and implement agentic AI solutions that can autonomously orchestrate tasks across enterprise platforms (e.g. M365, D365, data lake/analytics) with human‑in‑the‑loop controls, auditable actions, and rollback safeguards
• Build and maintain an AI use‑case backlog; run discovery, conduct POC / pilots and scaled rollouts with clear value hypotheses, guardrails, and success metrics (e.g. cycle time, customer satisfaction, per metric cost)
• Redesign operating procedures and SLAs to embed AI in daily work (triage, case routing, knowledge retrieval, form pre‑fill, exception handling), ensuring secure tool‑use, policy compliance and data minimisation
• Establish AI governance: standards for prompts/tools, safety reviews (bias, hallucination, prompt‑injection), and traceability of decisions
• Partner with AIC business divisions to align funding, resourcing, and dependencies; remove bottlenecks in technical enhancements and integrations; manage vendor delivery quality.
• Orchestrate change management, training, adoption coaching, and communications; measure adoption and outcomes post‑go‑live
• Oversee integration testing (SIT/UAT), deployment, and post‑implementation support for AI‑enabled processes
• Continuously review the service journey and process KPIs, identify new automation opportunities, and iterate on agent behaviours to improve reliability, and throughput

Requirements

• Degree in Computer Science, Engineering, Information Systems or equivalent
• 8–10 years’ experience in digital/IT transformation
• Hands‑on with enterprise AI stacks (e.g. M365 Copilot), and data/analytics (e.g. Databricks/IDMC or equivalent)
• Demonstrated expertise in service journey and service blueprint design, Lean/Agile delivery, and value measurement (OKRs/KPIs)
• Strong analytical skills; able to work independently while influencing across diverse stakeholder groups; excellent communication and negotiation abilities
• Proven vendor and programme management experience across full SDLC: discovery, design, development, SIT/UAT, deployment, hypercare, and user training
• Understanding of AI risk, security and compliance (model governance, safety testing, PDPA/PII handling, audit requirements) with practical guardrail implementation
• Experience in healthcare / aged‑care or public sector service environments is an added advantage

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