Manager, Onboarding and Transition (Customer)

About Us  

The Department of Government Services (DGS) was established on 1 January 2023 to improve everyone’s experience of doing business and interacting with the Victorian government.  We bring important day-to-day services together in one department to make things easy and seamless for Victorians and businesses.  We are doing this by connecting and digitising our systems and platforms across state and local government as well as streamlining our corporate and procurement services.    

You can find out more about our Ministers, leadership and entities here: Department of Government Services.   

About the Group 

The Operations Group delivers frontline customer services to Victorians and the public service. It maintains the foundational digital infrastructure and platforms that support efficient, secure and reliable service delivery.  

About the Role  

The Manager, Onboarding and Transition is responsible for planning and leading the onboarding and transition of Victorian Government services into a shared services model, working across Customer, Regulatory or Corporate functions. You will, develop streamlined onboarding processes and playbooks, lead end-to-end service transitions into shared services, coordinate onboarding with Digital Transformation and departments, maintain strong stakeholder engagement and communication and ensure smooth transition into sustainable business-as-usual operations. 

Key Accountabilities 

• Develop and maintain onboarding playbooks, lessons learned, success metrics and work programs aligned with best practice. 

• Lead and motivate the onboarding team, using strong collaboration, negotiation and stakeholder management skills. 

• Plan and prioritise onboarding activities with DGS and client departments to deliver successful transition outcomes. 

• Drive a customer-focused onboarding process, working with policy teams and departments to transition services effectively. 

• Identify and resolve onboarding issues, assess roadmap and cost impacts, and provide recommendations to senior leadership. 

About You   

To be successful in this role, you will need to possess the following attributes: 

• Strong strategic planning and business planning skills aligned with organisational frameworks and long-term goals. 

• Thought leadership in onboarding, with the ability to assess broader risks, context and stakeholder needs. 

• Strong senior stakeholder engagement and relationship management skills. 

• Ability to develop and implement strategic onboarding frameworks and plans. 

• Focus on addressing systemic issues and delivering sustainable, long-term outcomes. 

This role (x2) is fixed term for two years. This position is only open to applicants with relevant rights to work in Australia.  

For more information, please see the  Position Description 

How to apply   

Apply before the advertised closing date 11:59pm on 27 August 2026. All applications should include:    

·       a resume; and    

·       a cover letter which addresses the key selection criteria (within three pages).  

Other relevant information  

To be eligible for appointment to this role, applicants will possess corresponding work rights for the advertised employment period. Appointment to an ongoing role is only available to an Australian/New Zealand citizen or an Australian Permanent Resident.  Preferred applicants will be required to undertake pre-employment screening. DGS actively promotes diversity, inclusion and an equal opportunity workplace. We welcome applicants from all diverse backgrounds, including people with disabilities and Aboriginal and Torres Strait Islander peoples. All roles at DGS can be worked flexibly, however it may differ from role to role.