Manager, Digital Products
Clerk Grade: 11/12
Salary Range: $149,739 - $173,174 per annum + superannuation and leave loading
Employment Type: Temporary, 24 months
Location: Hybrid working, located in Parramatta 4PSQ (will generally be expected to come into the office two days a week as a minimum, which is subject to change based on team needs or broader divisional and Departmental flexible work policies)
This role sits within the NSW Fair Trading Division in the Digital team.
About the team
NSW Fair Trading (FT) is responsible for the administration of property and consumer protection laws in NSW. The Fair Trading Digital team works collaboratively with key internal and external stakeholders to provide the best digital solutions for our customers.
Your day-to-day
This role is in the Fair Trading Digital team and is responsible for the support and maintenance of the CRM for Fair Trading. This is a critical application that supports the management of consumer complaints to Fair Trading.
Key Responsibilities include:
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Manage relationships with technology vendors, ensuring services are delivered in line with contract terms, service levels and performance metrics.
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Plan, implement and manage technology activities to support business outcomes, maintain system stability and enable practical improvements over time.
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Ensure the application is available, secure, reliable and compliant with privacy, security and information management legislation and policies.
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Manage budgets and expenditure, monitor costs and identify opportunities for cost optimisation and efficiency.
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Plan and oversee the delivery of technology projects ensuring they are completed on time and within budget.
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Drive and deliver continuous lifecycle and service improvements, balancing operational reliability with incremental enhancement across new and existing services and systems, to achieve efficiency across technology platforms.
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Lead engagement and collaboration with business partners and stakeholders to understand priorities, identify risks and issues, appropriate mitigations, and influence outcomes to optimise effective digital products, solutions and services.
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Lead requirements gathering, stakeholder engagement, negotiation and delivery of external supplier procurement and contracts within approved budget to achieve maximum value for digital products, resources and platforms.
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Respond promptly and effectively to any potential incidents and emerging risks.
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Lead and mentor a team, fostering collaboration, clear accountability and strong performance.
To be successful in this role you will demonstrate:
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Experience with complex procurement processes, contract negotiation and vendor management.
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Work habits that prioritise outcomes, with the ability to deliver quality outcomes efficiently in a complex environment with minimal supervision.
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Exceptional problem-solving capabilities, stakeholder management skills, relationship building and business acumen.
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Knowledge and expertise in relevant technologies, practices and market offerings, with the ability to recommend practical and fit-for purpose solutions.
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Experience managing privacy, security and compliance obligations for digital applications.
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The ability to identify, assess and mitigate technology risks, to ensure the ongoing security and reliability of systems.
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Proven leadership experience, including coaching, and building capable, engaged teams.
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Experience supporting and managing bespoke digital applications.
Salary Grade 11/12, with the base salary for this role starting at $149739 base plus superannuation
For enquiries relating to recruitment please contact Francis Wen via
[email protected].
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Thursday 4th June, 2026 (at 9:59am)
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact
[email protected] or 02 9494 8351.
For more information, please visit
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Information on adjustments available for the recruitment process
