Title:  Stakeholder Manager - Operations

About Us

The Department of Transport and Planning oversees key planning, transport and land use policy decisions and management across the State. A life-cycle approach to planning, building, connecting and sustaining communities means our people can come together to; improve services, deliver sustainable projects, focus on customer engagement, streamline regulatory approval pathways, facilitate community consultation and better realise local economic opportunities for more liveable communities across Victoria.

Network Design and Integration delivers transport priorities through the planning, development and maintenance of an integrated pipeline of projects and strategic initiatives that provide safe, efficient and sustainable outcomes to all Victorians.

Public Transport Ticketing division

The Public Transport Ticketing (PTT) System will ensure Victoria has a ticketing system that is fit for purpose for 15 years and beyond to meet customers’ expectations and the challenges of the transport network, while facilitating the efficient collection of fare revenues and unlocking potential benefits.

The PTT system will replace the existing myki system with Account Based Ticketing (ABT). ABT will enable more ways to pay for travel and simplify how Operations implement fare and policy changes quickly. The PTT system will be rolled out progressively through new validators, contactless payments and account functionality. Both myki smartcards and contactless payments systems will operate simultaneously for at least 2 years.

We’re focused on outcomes that deliver more choice, connections and confidence in our travel, ensuring the whole transport network works as one to deliver better services and outcomes.

About the Role

Fixed Term opportunity until 30th June 2027

The Stakeholder Manager Operations supports the operation and maintenance of myki ticketing products and services covering free travel events, fare changes, new product offerings, smart card forecasting, contactless payments, channel management, and the installation of new validators within an outsourced ticketing technology environment governed through ITIL-aligned processes. Reporting to the Service Delivery Senior Manager, the role acts as the key interface between Modal Operators, contractors, departmental teams and Ticketing Operations, providing clear direction and guidance while ensuring strong governance and effective oversight. The position is responsible for establishing and maintaining robust relationships across policy, customer, data and digital teams, vendors, senior management and operational stakeholders to support efficient information exchange and optimise the performance of ticketing revenue services, processes and products.

To access the Position Description, please click here.

Position Outcomes / Accountabilities

• Stakeholder relationships are identified, established and fostered to enabling smooth day-to-day operation of ticketing services, processes and products  
• Chair monthly stakeholder meetings, facilitated through reporting, risks, small initiatives
• Communication channels between operational teams and the operators and vendors are structured and effectively managed to facilitate fast, accurate information flow and resolution of operational matters.
• Feedback loops are established to capture stakeholder inputs and issues for unplanned or planned ticketing service change or disruptions
• Deliver weekly stakeholder report to senior ticketing management

Key Selection Criteria

The DTP is seeking a highly skilled professional who can apply strong systems thinking to shape effective solutions across the mobility and mass-transit landscape, while leveraging deep expertise in mobility payments, ticketing and customer satisfaction. The role captures and reports on service delivery performance and operator compliance, leads complex stakeholder engagement, and provides high-level, influential advice to both internal teams and contractors. With a strong customer focus, the position assesses and enhances the effectiveness of ticketing service changes, unplanned disruptions and sales channels to support improved outcomes for all stakeholders.

Qualifications and Experience

Mandatory:

• Demonstrated experience working in a project within the public and / or private sectors using good practice project methodologies.
• Experience in Mass Transportation, Banking or Retail sectors.
• Outsourcing experience, either directly or overseeing activities of a contractor.

Desirable:

• Experience, within operations, policy or other similar discipline.
• Data or process analytics experience in a complex, data-intensive sector.
• A relevant tertiary qualification in business management or information technology.

Culture Value 

We welcome applicants from a diverse range of backgrounds representing the community that we serve, including veterans, parents, carers, First Peoples, people with disability, multicultural, multifaith and LGBTIQA+ individuals. 

As an equal opportunity employer, we are committed to fostering a safe, inclusive, and high-performance culture. Through shared actions and behaviours aligned with our strategy and direction, we empower our people to thrive and meaningfully contribute to the department’s goals. 

What we offer

• Meaningful work making Victorian communities more accessible and liveable
• Professional growth and development opportunities across the department and the wider Victorian Public Services
• A hybrid working model focused on collaboration and teamwork
• Optimal work-life balance initiatives including flexible working arrangements
• Opportunity to work across multiple urban and suburban hubs
• We prioritise the development of a safe and inclusive culture

Pre-employment checks and employment conditions  

All new appointments to the department will be subject to a National Criminal Records Check, Misconduct Screening, and a Qualification Check where there is a requirement for a mandatory qualification. Information provided to the Department of Transport and Planning will be treated in the strictest confidence consistent with the requirements of the Privacy and Data Protection Act 2014. 

Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa necessary for the nature of the position. 

Recipients of Victorian Public Service (VPS) voluntary departure packages should note that re-employment restrictions apply. 

Non-VPS applicants will be subject to a probation period of six months. 

How to Apply

Click the ‘Apply’ button to be redirected to our recruitment platform, where you may need to create an account to submit your application. If you encounter any issues, refer to our Quick Reference Guide for step-by-step instructions.

Applications close at 11:59 pm on Sunday 14th of December 2025. 

Please include both your resume and a cover letter. All applications must be submitted via the online portal, we’re unable to accept email or manual submissions. 

For further information about the role, please contact Adrian Singh – Equipment and Installation Senior Manager via adrian.singh@transport.vic.gov.au

Important Information: 

• If you require any adjustments to fully participate in the recruitment process, or need the advert or attachments in an accessible format (e.g., large print), please contact us by phone or email. We're here to support you.