Senior Project Manager, Retail Services Review

Approach Consulting Pty; Canberra; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

15% employer superannuation

Competitive salary

Collaborative workplace culture

Job summary

Icon Water in Canberra is seeking a Senior Project Manager to review its retail services delivery (billing, payments and credit management) and evaluate insourced, outsourced or hybrid operating models. You will lead evidence gathering, model design and a transition plan if a preferred option is identified, working with executives across Customer, Finance and Digital groups.

You will guide options analysis, weigh cost, benefit and risk, and present a clear recommendation for executive decision,

Qualifications

• Experience in operating model design and service design with technology evaluation.
• Sound grasp of risk and how to weigh it against business outcomes.
• Ability to explain costs and benefits clearly to senior audiences, in writing and in person.
• Credibility to work with executives and align diverse stakeholders.
• Discretion in handling commercially sensitive information.

Responsibilities

• Review the current outsourcing arrangement and assess insourced, outsourced and hybrid options.
• Research customer expectations and design the future operating model.
• Lead transition to operation if change is recommended.
• Define required people and resources and oversee implementation with Icon Water support.

Skills

Operating model design

Service design

Technology evaluation

Risk management

Cost/benefits communication

Stakeholder engagement

Executive collaboration

Job description

Senior Project Manager, Retail Services Review

The opportunity
Icon Water is reviewing how it delivers retail services to its customers. These services include billing, payments and credit management, and they are currently delivered under an outsourced arrangement.
Icon Water is looking for a senior leader to review that arrangement, test the alternatives, and recommend the model that best meets customers’ expectations. The path forward has not been set. You will gather the evidence through research and engagement, use it to design the future operating model, and, if change is recommended, lead the transition through to operation.
You will work closely with the executive team and across the Customer, Finance and Digital groups. You will review the current arrangement, research what customers expect, and assess insourced, outsourced and hybrid options along with the technology each would need. You will then weigh the cost, benefit and risk of each option and present a clear recommendation for executive decision.
You will not be doing this alone. You will determine the people and resources the project needs, and Icon Water will support you to put them in place.

What you’ll bring

You have designed and delivered a transition of services before and seen it through to operation, ideally in a utility or other regulated business. You are comfortable working where the answer is not yet known, and you can turn research and stakeholder input into advice that executives can act on.
You will also bring:

• experience in operating model design, service design and technology evaluation
• a sound grasp of risk, and the judgement to weigh it against the outcomes the business needs
• the ability to explain costs and benefits clearly to a senior audience, in writing and in person
• the credibility to work with executives and bring a broad range of stakeholders with you
• discretion in handling commercially sensitive information.

Why this role

• A project of real significance: your work will decide how Icon Water serves every household and business in Canberra for years to come
• Competitive salary and employment conditions
• 15% employer superannuation contribution
• A collaborative and supportive workplace culture

About Icon Water

Icon Water has provided essential water and wastewater services to Canberra for over 100 years. Its culture is driven by its values of care, connection, community and courage.

Icon Water is an Equal Opportunity Employer and encourages applicants from all backgrounds, including Aboriginal and Torres Strait Islander people, people with disabilities, people from culturally diverse backgrounds and people of all ages. It has a strong focus on gender balance and encourages women to apply.

Applications close 11:59pm AEDT Monday 2 November 2026.