Position: Program Delivery Director - CRM Implementation
Location: Melbourne, Australia
Salary: $200,000 - $250,000 + Superannuation
Contract Type: 2 year Fixed Term Contract
Hybrid: Flexible working environment with a South East Suburb Location

About the Organisation

Talenza has partnered with a values-led, community-focused organisation delivering essential services across Victoria. Currently in the midst of a large-scale digital transformation, they are advancing with strategic CRM modernisation program aimed at uplifting customer engagement, streamlining operations, and enhancing service delivery across the organisation.

To support this next stage, the business is seeking a Program Delivery Director to lead and embed this mission-critical work.

About the Role

The Program Delivery Director - CRM Implementation will take full ownership of a complex enterprise programme of work, managing multiple delivery streams, high-value vendor partnerships, and an integrated team of business and technology professionals.

You will play a key leadership role, driving programme execution, stakeholder engagement, and organisational readiness, ensuring the new CRM capability is successfully delivered, adopted, and sustained across the enterprise.

Responsibilities

• Lead the end-to-end delivery of the next phase of a major mid-flight CRM transformation program
• Ensure program goals and measurable outcomes are directly aligned with the organisation's overarching strategic direction and operational priorities
• Partner closely with the Transformation Management Office (TMO) to embed fit-for-purpose delivery frameworks, governance models, and project management standards
• Oversee the creation and upkeep of all program documentation, including delivery plans, business requirements, system designs, testing artefacts, and progress reports
• Deliver timely and transparent program reporting to the Steering Committee, programme governance bodies, and key executive stakeholders
• Drive delivery outcomes across major initiatives, with accountability for achieving financial, timeline, and quality objectives across all phases of execution
• Manage a large cross-functional team, including vendors, consultants, and internal staff (30+ personnel)
• Foster performance and accountability across a matrixed team environment
• Oversee a delivery budget exceeding $15 million, ensuring governance, transparency, and ROI
• Collaborate with Change Management to support end-user engagement, training, and adoption
• Champion continuous improvement, cultural alignment, and enterprise-wide capability uplift
• Ensure robust risk management, benefit tracking, and governance discipline across the programme lifecycle

Key Selection Criteria

• Team Leadership: Proven experience managing multidisciplinary teams of 30+ staff, including systems integrators, consultants, and in-house personnel
• Stakeholder & Cultural Management: Demonstrated success engaging with senior executives, peers, and governance committees. Politically savvy with strong cultural awareness
• Budget Management: Experience managing delivery budgets of AUD $15 million or more, with strong commercial and strategic oversight
• Enterprise Systems Expertise: Hands-on leadership experience with large-scale enterprise CRMs (TechnologyOne or equivalent)
• Sector Experience: Exposure to government, statutory agencies, not-for-profits, or essential services (e.g. water/utilities) advantageous but not pre-requisite
• Change Management Collaboration: Strong working relationship with change management professionals to drive sustainable outcomes
• Program Governance: Deep understanding of programme delivery frameworks, risk management, and benefit realisation methodologies

Benefits

• Deliver a high-profile, mission-critical transformation
• Join a values-led organisation with real community impact
• Executive visibility and strong organisational backing
• Competitive executive salary - $250k + Super
• Melbourne-based with hybrid flexibility
• Onsite parking