Principal Delivery Lead

NSW Department of Customer Service; Sydney; Hybrid; AUD 154,000 - 178,000; Full time

Job summary

The NSW Department of Customer Service seeks a Principal Delivery Lead to steer multiple concurrent agency projects within the Data Analytics Centre. You will guide agile teams, manage vendor and contract processes, and collaborate with internal and external stakeholders to deliver data-driven government initiatives.

You will engage with partners across NSW government and external vendors, champion data-driven decision making, and ensure delivery excellence across the project portfolio with a

Qualifications

• Relevant tertiary qualifications (technical or IT related).
• Proven experience managing numerous concurrent project engagements.
• Experience leading small to medium teams.
• Strong knowledge of Agile delivery and project management.
• Champion DAC products and services and support customers through transitions.
• Understanding of data governance and data sharing principles.
• Vendor management and procurement experience.
• Cost estimates and cost recovery skills.
• Ability to prepare business cases and communicate effectively.

Responsibilities

• Support Delivery Manager in managing the DAC's project portfolio and opportunity pipeline.
• Lead the development and delivery of multiple concurrent projects within budget.
• Facilitate vendor procurement and contract documents for compliance.
• Manage Data Sharing Agreement contracts and related governance.
• Identify and manage risks, issues, dependencies; implement contingency plans.
• Communicate with internal and external stakeholders and maintain relationships.
• Build high performing, self-organising Kanban/scrum teams and provide Agile leadership.
• Lead Agile ceremonies and coach new team members.
• Develop and maintain delivery documentation and reporting.
• Lead data analysis and reporting to deliver DAC priorities.
• Engage with customers to plan projects and assess outcomes.

Skills

Project Management

Delivery Leadership

Agile Delivery

People Leadership

Customer Success

Data Governance

Vendor Management

Financial Management

Communication

Education

Technical/IT qualification

Tools

Agile tooling

Job description

Principal Delivery Lead

Clerk Grade: 11/12

Annual Salary Range: $154,231 - $178,369 plus superannuation

Employment Type: Temporary, full-time up to 12 months

Location: Sydney (Hybrid Working)

This role sits within the Customer, Data and Insights Division in the Data Analytics Centre team

The NSW Data Analytics Centre's (DAC) mission is to build world-class capabilities in whole-of-government data analytics to improve outcomes for citizens of NSW. In a world of increasing complexity and rapid change, data analytics has the potential to deliver innovation in service provisions and improve outcomes by generating new perspectives. The NSW DAC was the first of its kind in Australia, and a model now being replicated in other jurisdictions.

Using DAC's Data Analytics Platform, the DAC works to connect data, people and insights to build world-class capabilities in whole-of-government data analytics to improve health and well-being, safety, social, economic and environmental outcomes for the citizens of NSW.

About the role

An exciting opportunity for a Principal Delivery Lead to join the NSW Data Analytic Centre's diverse and collaborative team, engaging with various partners within the Department of Customer Service (DCS), across the NSW government sector, and with external vendors. The DAC, as a provider of advanced data analytics and data services capability, aids in development of data driven decision making, evidence-based policy making and service delivery.

As Principal Delivery Lead, you will manage and coordinate the delivery, implementation and maintenance of agency projects to support key government initiatives such as the Premier's Priorities. The role actively contributes to a high performing team environment by delivering excellent customer service, fostering innovate problem-solving, and expertly managing stakeholders to ensure the best customer experience.

Key responsibilities

• Support Delivery Manager in managing the DAC's project portfolio and opportunity pipeline
• Lead the development and delivery of multiple concurrent projects, ensuring alignment with project size, scope and budget
• Facilitate vendor procurement processes, and preparation of contract documents to ensure compliance with requirements
• Facilitate Data Sharing Agreement contracts
• Identify and manage program risks, issues, and dependencies, implementing contingency plans as needed
• Facilitate effective communication with internal and external stakeholders, addressing client information requests promptly
• Effectively develop and maintain external stakeholder relationships
• Building a high performing, self-organising teams (Kanban squads/scrum teams)
• Provide Agile leadership to the squads who make up the project team, guiding and supporting them
• Lead and facilitate Agile ceremonies and provide coaching for new team members
• Identify, mitigate, and escrow issues and risk where appropriate
• Build strong relationships with customers and partners
• Manage and maintain delivery documentation and reporting
• Lead the use of data, appropriate methodologies, research, and analysis to deliver on DAC priorities
• Lead the development of high-quality data analysis and reporting
• Engage with customers to collaborate on the planning of projects to enable delivery and a sound assessment of outcomes
• Identify and capitalise on opportunities to develop and maintain strategic relationships across government, industry, and the community
• Contribute at a senior level to the overall management and strategic development of the business unit and perform duties as required by the Delivery Manager and the Director, Data Services
• Maintaining established baseline measures and reporting metrics to assist with team workload / capacity planning and performance management
• Optimise resource allocation and monitor team capacity for efficiency and productivity

Key Skills and Experience to be successful

• Relevant tertiary qualifications (technical or I.T. related)
• Project Management and Delivery - demonstrated experience to manage numerous concurrent project engagements
• People Leadership - experience in managing a small to medium team and leading others
• Demonstrated knowledge and practical experience in the areas of Agile delivery and project management
• Customer Success - Champion DAC's products and services, and supports customers as they transition from prospects to active users
• Understanding of Data Governance and Data Sharing principles
• Proven experience in Vendor Management and Procurement
• Financial Management - Cost Estimates and Cost Recovery
• Business Case preparation
• Strong communication, presentation and collaboration skills
• Experience in ensuring that key relationships, internally and externally, are managed effectively and alignment is achieved across all teams
• Display the key behaviours of an agile mindset - Trust, Transparency and Collaboration
• Proven ability to foster a collaborative culture and drive continuous improvement of operating models and processes to deliver business outcomes and value
• Ability to deal with a diverse range of complex matters and highly conceptual issues, in order to recommend practical solutions in short timelines
• Communicate technical and complex information into plain English for diverse stakeholder groups and perspectives
• A general understanding of data technologies and analytical methods
• Build and sustain strong client relationships, managing expectations and maximising customer success

Highly Desirable

• Robust knowledge of Data and AI products, technologies and methods
• C-Suite customer engagement and senior account management skills
• Experience in contract management and procurement
• Extensive experience in the Agile Methodology and its practical application to support the delivery of large project portfolio
• Extensive experience in relationship management with government agencies, private industry, peak industry advisory bodies, the public, committees and other groups

Closing Date: Friday 18 September 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

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