Job Senior Manager, Customer Platforms, Canberra

Introduction

Job title: Senior Manager, Customer Engagement Platforms

Position Type: Full Time, Permanent

Location: Canberra/Sydney or Australia remote

Build a career with real purpose in our Transformation Technology – Enterprise Customer Platforms team

Looking for meaningful work whilst driving a strategic transformation roadmap — and a team that’s as committed as you are? Join CSC’s Transformation Technology – Enterprise Customer Platform team and help shape outcomes that matter to over 750,000 Australians!
You’ll be engaged in great work with exceptional people, as the team is on a transformation journey—and is known for its supportive, collaborative culture. This would offer excellent growth and career opportunities in a senior leadership role that will drive the roadmap for our future products and platforms using modern tools.

About the role

Senior Manager, Customer Engagement Platforms, you will lead the design, development and optimisation of CSC’s digital engagement platforms. You’ll translate business strategy into effective system solutions, build strong partnerships across Customer and Technology teams, and define roadmaps spanning process, data, applications and architecture. You will also identify opportunities to simplify platforms, consolidate systems, and automate customer experiences.

Key responsibilities

• Lead and supervise cross-functional teams including digital product squads (delivery managers, BAs, developers, testers, vendors) fostering technical, architectural, and business excellence.
• Provide direction, create a collaborative environment, and ensure the enhancement of the specialist skills within the team with a reputation for quality and continuous delivery.
• Lead the analysis, design, development, implementation, integration, and support of applications, ensuring they meet user requirements.
• Define and design optimal short-term and long-term engagement platform roadmaps to execute priorities and replace applications with enterprise engagement platforms.
• Define and design comprehensive platform strategies and roadmaps, incorporating success measures and aligning with enterprise architecture.
• Develop strong working relationships with key business stakeholders, particularly the customer operational teams, acting as a primary contact point for business units.
• Develop strong working relationships with key business stakeholders and vendors, holding them accountable for performance and managing complex digital ecosystems with multiple vendors.
• Translate business needs and strategic direction into functional system outcomes that align with organisational goals.
• Develop, maintain, and manage technical policies, standards, and practices that govern platform management, including service management, platform maintenance, GRC, and product innovation.
• Provide strategic advice for future initiatives and participate in program planning to ensure preparedness for change, transition, knowledge transfer, capability uplift, and ongoing support.
• Identify and facilitate the usage of platform capabilities to achieve streamlined processing and optimal customer engagement.
• Participate in crisis and incident management to ensure timely resolution while maintaining effective customer communication with appropriate escalation.
• Develop, maintain, and manage relationships with key vendors and third parties, ensuring strong commercial management and accountability across a multi-vendor digital ecosystem.
• Ensure that external partnerships support the delivery of high-quality services and align with the organisation’s strategic objectives.
• Control costs and optimise resources within budget, promoting commercial awareness within the team to understand CSC’s business model and funding sources.

Specific duties, deliverables and reporting lines may vary from time to time depending on business needs and priorities. Key objectives and measurements will be captured in the Performance & Development planning cycle, established annually and adapted as needed.

What we’re looking for

• Strong technical problem-solving skills and the ability to program for applications.
• Capacity for analytical thinking and the ability to plan and execute in line with strategic goals.
• Experience in managing relationships with key vendors and third parties
• Strong understanding of compliance and risk management in relation to IT assets and customer protection.
• Extensive experience in applications development management, particularly within the financial or superannuation industry.
• Demonstrated ability to lead and manage a technical team effectively.
• Demonstrated competency gathering and documenting business requirements.

Why join CSC?

• Permanent role with flexible and hybrid work options
• Enhanced parental leaves
• A strategic role leading the future pathways to CSC’s digital experience delivery – making a real impact in the business
• Collaborative, diverse and supportive culture where knowledge-sharing is valued

What you’ll get in return

A career where you belong

At CSC, we’re committed to more than super — we’re committed to people. That means creating a workplace that values diversity, promotes equity, and fosters inclusion across everything we do.

Our gender equality strategy is more than a promise — it’s a plan. We're actively increasing representation in our workforce, removing barriers to career progression, and creating pathways for all employees to grow and succeed.

We welcome candidates of all genders, cultural backgrounds, ages, sexualities, and abilities. We offer flexible work, inclusive policies, and development opportunities designed to support you at every stage of your career.

We’re proud to be an equal opportunity employer — and proud of the progress we’re making. Join a workplace where you can thrive, grow, and belong.

Learn more about CSC and our benefits on our career site Careers

How to apply

To apply for this opportunity, please submit your application via the Apply link in this advertisement, including a short cover letter along with your current resume.

To ensure all applications are considered in the review process, we request you to please apply through the advertised links only.

Applications close - 14 NOV 2025, EOD

For any other questions about this role, contact Write to the company.