Senior Automation Delivery Lead

Temporary opportunity up to 24 months | 35-hour working week

Hybrid and flexible working | Office location across Revenue NSW sites (Parramatta, Lithgow, Gosford, Wollongong and Maitland)

Grade – 9/10

Salary - $129,464 - $ $142,665 Base plus super

The Senior Automation Delivery Lead sits within Revenue NSW. We are the state's principal revenue management agency and are a part of the Department of Customer Service (DCS). We manage taxes, fines, debts and administer grants in a fair, efficient and timely manner. Through this we give back to the community and fund essential State services for the people of NSW.

About the role

The Senior Automation Delivery Lead sits within the Strategy & Innovation function and is accountable for the end-to-end delivery of complex, high-risk and high-value initiatives across Revenue NSW's Intelligent Automation, RPA and AI portfolio.

You will lead delivery of intelligent automation initiatives including RPA (Blue Prism), workflow and low-code enablement, chatbots and virtual assistants, and AI/GenAI solutions leveraging large language models (LLMs) (e.g., knowledge search, summarisation, assisted agent workflows) alongside supporting digital services. You will provide strong delivery leadership across multidisciplinary teams and vendors, ensuring solutions are delivered safely, predictably and with measurable business outcomes.

This role blends hands-on delivery leadership with strategic oversight, operating across multiple workstreams and partnering closely with product owners, architects, engineering leads, risk/security and senior stakeholders. You will apply agile delivery practices and strong governance to manage scope, dependencies, benefits identification and organisational change. You will also help embed fit-for-purpose controls for automation and GenAI (e.g., model/vendor assurance, data handling, prompt/response risk management and operational readiness).

Key responsibilities

As a Senior Automation Delivery Lead, you will:

• Lead end-to-end delivery of complex automation and AI initiatives (RPA, chatbots, GenAI/LLM-enabled solutions) from discovery and business case through build, test, deployment and transition to operations
• Provide delivery leadership across multidisciplinary teams, including developers, automation specialists, analysts and vendors
• Act as a servant‑leader within agile delivery teams, embedding agile behaviours, practices and continuous improvement
• Manage delivery plans, RAID (risks, assumptions, issues, dependencies), schedules and budgets; proactively remove blockers and escalate where required
• Partner with product owners and senior stakeholders to prioritise work, manage scope and align delivery to strategic objectives
• Oversee delivery of intelligent automation outcomes including Blue Prism RPA, chatbots/virtual assistants, intelligent document processing and GenAI/LLM-assisted services, ensuring appropriate testing, controls and operational monitoring
• Ensure solutions are delivered in line with enterprise architecture, security, governance and operational standards
• Provide clear, regular reporting on delivery status, benefits realisation, risks and outcomes to senior leaders and governance forums
• Mentor and coach delivery leads and team members, building delivery maturity and capability
• Foster a culture of accountability, collaboration and customer‑centred delivery

The team's head office is based in Parramatta, and there may be an occasional requirement to attend this office to come together for purpose.

About You

To be successful in this position you will demonstrate:

• 5+ years' experience leading end-to-end delivery of automation and/or AI initiatives in complex, enterprise or regulated environments
• Proven experience leading delivery of complex, cross-functional technology initiatives (multiple workstreams, vendors, and competing priorities)
• Strong experience delivering through agile methodologies, including acting as a scrum master or agile delivery lead
• Demonstrated delivery of intelligent automation solutions including RPA (Blue Prism), chatbots/virtual assistants and AI/GenAI use cases leveraging LLMs (with an understanding of data, privacy, security and model risk considerations)
• Strong delivery discipline across the SDLC (requirements, design, build, testing, release, hypercare) including automation-specific controls (e.g., exception handling, auditability, logging and supportability)
• Excellent stakeholder management skills, with the ability to influence, negotiate and communicate effectively at senior levels
• Strong risk, dependency and issue management capability across multiple concurrent initiatives
• Experience leading multidisciplinary teams and vendors, fostering high performance and continuous improvement
• Strong judgement, resilience and the ability to navigate ambiguity and change
• Demonstrated commitment to customer‑centred delivery and public value outcomes
• Relevant tertiary qualifications or equivalent professional experience in delivery, technology or related fields
• Commitment to Customer Service. You have a customer focused mindset and strive to put the customer at the forefront of everything you do.

Working at DCS

• 35-hour working week, with opportunities for flex leave where additional hours are worked
• Revenue NSW is proud of our diverse and regional teams. We welcome flexible, hybrid working arrangements with your office location at one of our many Revenue NSW working locations https://www.nsw.gov.au/departments-and-agencies/customer-service/dcs-building-access (subject to approval and availability)
• Learning tools are available for ongoing professional development
• Health and wellbeing programs

Who we are

By putting the customer at the centre of all programs and initiatives, we are transforming the way government interacts with the people of NSW. Our services are designed so that everyone can access and interact with them in a meaningful way.

DCS is focused on delivering customer service, digital transformation and regulatory reform to more than 8 million people.

From safety inspectors to marriage celebrants, from customer service representatives to emergency response teams, our people are dedicated to making the lives of our customers better.

Salary Grade 9/10, with the base salary for this role starting at $129464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Dhara Thakkar via d***@***********.***.

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Friday, 22 May 2026 at 9:59 AM

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

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact d***@*********** or 0*** **** ****.