Identity Operations Analyst

insurance & care NSW; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Wellbeing program

Extra leave

Private health insurance discounts

Novated leasing

Learning and development

Recognition through Our People Awards

Employee Assistance Program

Mental health training

Job summary

icare delivers insurance and care services across NSW and seeks a Manager, Delivery Workforce to shape technology delivery at scale. You will lead the workforce strategy, balancing capability, capacity and demand to ensure the right people are in the right roles at the right time.

You will partner with technology, change and business analysis leaders to create scalable models and data-driven governance, driving continuous improvement and high performance across teams.

Qualifications

• Significant experience in workforce planning, resource management and delivery operations within technology environments.
• Experience managing blended workforces across employees, vendors and delivery partners.
• Strong capability in capacity planning, forecasting and utilisation management.
• Proficient with data analytics for workforce insights and governance.
• Ability to influence outcomes through stakeholder relationships across diverse teams.
• Collaborative leadership style focused on developing people and driving change.
• Track record of building high-performing teams with accountability.

Responsibilities

• Lead end-to-end management of Technology’s delivery workforce across delivery, change and business analysis functions.
• Drive workforce planning, forecasting and capacity management to align talent with priorities.
• Establish scalable workforce models across permanent staff, contractors and delivery partners.
• Provide data-driven insights, governance and reporting to support decisions.
• Identify workforce risks, capability gaps and improvement opportunities.
• Build trusted relationships across Technology and business teams to influence resourcing strategies.
• Lead and develop a team with a culture of performance and accountability.

Skills

Workforce planning

Resource management

Delivery operations

Technology delivery

Data analytics

Stakeholder management

People leadership

Job description

• Sydney (Hybrid)
• Permanent, Full Time
• Lead workforce strategy, capacity planning and delivery capability across Technology

About the role:

This is an opportunity to shape how technology delivery happens at scale. As Manager, Delivery Workforce, you’ll lead the workforce strategy that enables successful delivery across technology, change and business analysis teams. Working closely with senior leaders, you’ll balance capability, capacity and demand, ensuring the right people are in the right roles at the right time. If you enjoy solving complex workforce challenges, influencing strategic decisions and building high-performing teams, this role offers significant impact and visibility across the organisation.

What you'll be working on:

• Leading the end-to-end management of Technology’s delivery workforce across delivery, change and business analysis functions.
• Driving workforce planning, forecasting and capacity management to align talent with strategic priorities.
• Establishing scalable workforce models across permanent employees, contingent workers, managed services and delivery partners.
• Providing data-driven insights, governance and reporting to support informed workforce decisions.
• Identifying workforce risks, capability gaps and opportunities for continuous improvement.
• Building trusted relationships across Technology and business teams to influence resourcing and workforce strategy.
• Leading and developing a team while creating a culture focused on performance, accountability and growth.

What you'll bring:

• Significant experience in workforce planning, resource management, delivery operations or technology delivery environments.
• A track record of managing complex, blended workforces across employees, vendors and delivery partners.
• Strong capability in capacity planning, workforce forecasting and utilisation management.
• Experience working within technology delivery environments, including agile, product or project-based models.
• Confidence using workforce planning and data analytics tools to generate insights and support decision-making.
• The ability to build strong stakeholder relationships and influence outcomes across diverse teams.
• A collaborative leadership style with a focus on developing people, improving performance and leading change.

What's in it for you:

• A corporate wellbeing program with subsidised gym membership, free flu vaccinations and health checks
• Extra leave benefits for employees to make life a little easier for our people
• Private health insurance discounts
• Novated leasing, salary packaging and salary sacrifice options
• Learning and development aligned to icare's Core Capabilities
• Recognition through Our People Awards - on-the-spot, quarterly and annual
• Access to our Employee Assistance Program for you and your immediate family
• Mental health training accreditation and peer support initiatives

About icare:

The better we do. The better for NSW. At icare, we provide insurance and care across the State. Our work supports recovery, independence and safer workplaces; protects homes and public assets; and helps keep essential insurance and care schemes fair and sustainable. You will work through complex challenges with real responsibility and a clear focus on outcomes that matter for the people and communities of NSW.

We know our strength comes from the diversity of our people, and we encourage people with different experiences and backgrounds to apply.

Before you apply:

• icare operates a direct sourcing model, so no agency introductions will be accepted
• A talent pool may be created through this process
• You must be an Australian citizen, permanent resident, a New Zealand citizen with a current passport, or hold unrestricted working rights to apply

We are committed to building a safe and inclusive workplace where people feel respected, supported and able to contribute their best. Inclusion is not a standalone initiative; it is part of how we make better decisions, design better services and reflect the communities we serve.