Project Manager – Customer Case Management
- Lead the enterprise discovery and initial delivery of a Salesforce-based Customer Case Management program.
- Coordinate inputs across multiple domains and manage integrated delivery plans.
- Engage senior stakeholders and oversee delivery of Salesforce-based capabilities.
Brisbane
IT & Telecomms Project Management / Team Lead
- Attractive Market Daily Rates
- Brisbane (Hybrid - approx. 3 days in office)
- Contract through to June 2027
We are seeking an experienced Project Manager to lead the enterprise discovery and initial delivery (Tranche 1) of a Salesforce-based Customer Case Management program within a large, complex organisation.
This role is pivotal in establishing an enterprise-wide case management framework, driving alignment across multiple business areas and setting the foundation for future delivery phases.
Key Responsibilities Enterprise Discovery & Mobilisation
- Lead a timeboxed discovery phase to baseline case management requirements across business units
- Establish enterprise standards, guardrails, and delivery frameworks
- Coordinate inputs across multiple domains (complaints, disputes, investigations, etc.)
Program & Delivery Management
- Plan and deliver Tranche 1 in line with agreed scope and sequencing
- Develop and manage integrated delivery plans, schedules, and milestones
- Coordinate cross-functional teams across business, Salesforce, and vendors
Stakeholder Engagement
- Engage senior stakeholders and facilitate governance forums
- Drive alignment across business and technology teams
- Foster a collaborative, enterprise-wide delivery approach
Salesforce Delivery Oversight
- Oversee delivery of Salesforce-based case management capabilities
- Ensure alignment with platform standards, architecture, and integrations
- Support backlog prioritisation and delivery outcomes
Governance, Risk & Dependencies
- Establish governance frameworks and reporting structures
- Manage risks, issues, assumptions, and dependencies
- Coordinate interdependencies across related initiatives
Change & Transition
- Support business readiness, adoption, and transition planning
- Align delivery with operating model changes where required
- Prepare for transition into future tranches
Key Requirements
- Proven experience delivering Salesforce / CRM projects
- Experience managing complex, enterprise-wide initiatives
- Strong stakeholder engagement and facilitation skills
- Solid governance, risk, and dependency management experience
- Experience working in Agile or hybrid environments
Desirable
- Case management or regulatory system experience
- Government or regulated environment experience
- Enterprise discovery or transformation program experience
- Salesforce Service Cloud knowledge
Engagement Details
- Start: Immediate
- Duration: Contract through to June 2027
- Location: Brisbane (Hybrid – approx. 3 days in office)
Interested Candidates please click below on apply or reach out me for the confidential discussion at po********@*****om.au
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