Position Overview
This role will act as an IT strategist and master-planning lead to drive the IT Strategy for Cluster Office and the Digital Strategy for Community Care sector.
Role & Responsibilities
- Lead endtoend service journey mapping across digital channels (web/mobile), partner touchpoints and backoffice processes; surface friction points and define AIenabled interventions that measurably improve experience, speed and quality
- Design and implement agentic AI solutions that can autonomously orchestrate tasks across enterprise platforms (e.g. M365, D365, data lake/analytics) with humanintheloop controls, auditable actions, and rollback safeguards
- Build and maintain an AI usecase backlog; run discovery, conduct POC / pilots and scaled rollouts with clear value hypotheses, guardrails, and success metrics (e.g. cycle time, customer satisfaction, per metric cost)
- Redesign operating procedures and SLAs to embed AI in daily work (triage, case routing, knowledge retrieval, form prefill, exception handling), ensuring secure tooluse, policy compliance and data minimisation
- Establish AI governance: standards for prompts/tools, safety reviews (bias, hallucination, promptinjection), and traceability of decisions
- Partner with AIC business divisions to align funding, resourcing, and dependencies; remove bottlenecks in technical enhancements and integrations; manage vendor delivery quality.
- Orchestrate change management, training, adoption coaching, and communications; measure adoption and outcomes postgolive
- Oversee integration testing (SIT/UAT), deployment, and postimplementation support for AIenabled processes
- Continuously review the service journey and process KPIs, identify new automation opportunities, and iterate on agent behaviours to improve reliability, and throughput
Requirements
- Degree in Computer Science, Engineering, Information Systems or equivalent
- 810 years experience in digital/IT transformation
- Handson with enterprise AI stacks (e.g. M365 Copilot), and data/analytics (e.g. Databricks/IDMC or equivalent)
- Demonstrated expertise in service journey and service blueprint design, Lean/Agile delivery, and value measurement (OKRs/KPIs)
- Strong analytical skills; able to work independently while influencing across diverse stakeholder groups; excellent communication and negotiation abilities
- Proven vendor and programme management experience across full SDLC: discovery, design, development, SIT/UAT, deployment, hypercare, and user training
- Understanding of AI risk, security and compliance (model governance, safety testing, PDPA/PII handling, audit requirements) with practical guardrail implementation
- Experience in healthcare / agedcare or public sector service environments is an added advantage
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