Digital Experience Manager

TasWater; Hobart; On-site; AUD 157,000 - 175,000; Full time

Job summary

TasWater invites applications for a Digital Experience Manager to lead the delivery, governance, and continuous improvement of Digital & Technology services across the organisation. You will ensure reliable, secure, and customer-focused digital services, oversee service operations, vendor management, governance, and end-user experience to support business objectives.

Collaborate with senior leaders and technology teams to align digital services with organisational priorities, drive service

Job description

Working at TasWater isn't just a job; it's an opportunity to deliver social, environmental, and economic benefits for Tasmania today, and tomorrow.
Our talented workforce of over 920 employees keeps Tasmania thriving by providing exceptional water and sewerage services to over 460,000 customers every day.
We have a bold and ambitious future, inspired by our vision to unlock water’s full potential, and centred on our customers and communities, our people and partners, the environment, and our collective water future.
TasWater is investing $1.2 billion over the next four years to protect Tasmania's water and deliver safe, reliable services for generations to come. We will make great steps towards our aspirations of net zero carbon emissions and towards zero waste. Visit our website or YouTube channel to learn more.

The Role

The Digital Experience Manager leads the delivery, governance, and continuous improvement of Digital & Technology services across the organisation. The role is responsible for ensuring reliable, secure, and customer-focused digital services, overseeing service operations, service transition, vendor and supplier management, governance, service performance, and end-user experience. Working closely with senior leaders, internal teams, and external providers, the position drives operational excellence, service improvements, risk management, and the successful delivery of high-quality digital outcomes that support business objectives.

Lead the delivery and continual improvement of Digital Experience services across service management and transition, service desk, operational centre, end user computing, and operational risk and compliance.

Own service performance across all Digital & Technology (D&T) capabilities, delivered by both internal D&T teams and external providers, in partnership with other D&T capability leaders ensuring service levels, customer experience, operational reliability, and security requirements are achieved.

Collaborate with business stakeholders and technology teams to align digital services with organisational priorities and customer needs.

Oversee service providers and vendor relationships, ensuring agreed service levels and outcomes are achieved.

Drive service transition activities, ensuring new technologies and initiatives are successfully implemented into operational support.

For a full copy of the position description, please visit our website: www.taswater.com.au

What we're looking for

We are seeking an experienced digital and technology leader who is passionate about delivering exceptional customer and employee experiences through reliable, secure, and innovative digital services. The ideal candidate will bring strong service delivery and stakeholder management expertise, with the ability to lead teams, manage vendor relationships, and drive continuous improvement initiatives. They will be a strategic thinker with a customer-focused mindset, capable of balancing operational excellence with long-term digital transformation goals while fostering collaboration and delivering measurable business outcomes.

Tertiary qualification in Information Technology, Operations, Business or a related field.

Demonstrated senior leadership experience in IT service delivery, service operations or related environments within large, complex organisations.

A customer-focused mindset with a passion for improving digital experiences and service performance.

Ability to lead change, influence others, and drive successful digital transformation initiatives.

Strong strategic thinking, problem-solving, and continuous improvement capabilities.

Strong stakeholder engagement skills with the ability to build trusted relationships across all levels of the organisation.

Why TasWater

Across our multi-disciplinary organisation, we are serious about enhancing the skills and careers of our team members. When you join TasWater, you join a company that offers career development pathways, training courses, and access to subject matter experts.
We are continuing to build an inclusive workplace and workforce that truly represents the Tasmanian community that we serve. We value diversity in all its many forms and welcome a range of perspectives and identities to enrich the way we work and what we do.
We take pride in being acknowledged as an employer of choice for women by WORK180. Visit the Work180 website to view our benefits and policies, such as 18 weeks of paid parental leave for all parents regardless of tenure and with full superannuation contributions. We’re continuing to work on future benefits through a dedicated Employee Experience team.

At TasWater, we invest in growing great leaders. All people‑leader roles are supported by our structured Leadership Development Program; a comprehensive suite of learning that includes workshops, coaching, online modules, mentoring, and on‑the‑job development. The program is designed to build capability, confidence, and consistency in how we lead, ensuring our leaders are equipped to support their teams and contribute to a positive, inclusive culture. Joining TasWater means access to ongoing professional development and a clear pathway to becoming the best leader you can be.

The Details

This role can be based in either Hobart, Launceston, or Devonport and attracts a salary of $157,359 - $174,843 (inclusive of superannuation).

Our applications will be closing on Wednesday 18th Novemberat 10:00AM

Please note: To be considered for this opportunity, applicants must have the right to work in Australia. As part of our recruitment process, you may be asked toparticipatein pre-employment checks relevantto the role. These may include a National Police Check orAusCheck, with any offer of employment subject to satisfactory outcomes.