Service NSW is a New South Wales Government agency within the Department of Customer Service. Its Digital Services division delivers products and platforms that enable customers and businesses to securely access government services online. The division focuses on reducing customer effort, increasing digital adoption and building scalable platform capabilities that can be reused across government. The Transaction Onboarding team within Digital Services designs, delivers and supports high-volume digital transactions used by people, businesses and frontline staff across NSW.
The role
The Principal Product Manager leads strategy and outcomes across a significant product, platform or customer problem space. The role sits within the Transaction Onboarding team and is central to delivering several enterprise initiatives, including the continued digitisation of vehicle registrations as a ministerial priority. You would work across organisational boundaries, operating in a product trio model alongside engineering and design leaders, and report into Digital Services. The role is a fixed-term temporary contract to September 2027.
What you would do
- Lead the end-to-end product lifecycle from discovery and strategy through to delivery and continuous improvement.
- Define and communicate a product strategy, clear outcomes, success measures and an outcome-oriented roadmap.
- Use customer research, data, experimentation and stakeholder insight to identify, validate and prioritise opportunities.
- Shape and prioritise the product backlog, balancing customer outcomes, public value, risk and technical considerations.
- Partner with engineering and design leaders in a product trio model to make evidence-based product decisions.
- Build relationships across Digital Services, Service NSW and partner NSW Government agencies to align stakeholders and influence decisions.
- Deliver measurable improvements to customer and business outcomes through iterative enhancements and new capabilities.
- Act as a trusted adviser on product strategy, investment and prioritisation within your domain.
What they are looking for
- Experience leading complex digital products or problem spaces with ambiguity, uncertainty and competing stakeholder needs.
- A track record of defining product strategy, creating clear roadmaps and delivering measurable customer and business outcomes.
- Experience working in cross-functional product teams, partnering with engineering and design to achieve shared outcomes.
- Strong systems thinking, with the ability to understand customer, business and technology considerations and navigate trade-offs.
- Demonstrated ability to influence stakeholders and align diverse views without relying on formal authority.
- A genuine interest in product management and customer outcomes, with a history of challenging assumptions and finding better solutions.
- Applicants must be NSW residents (or in the process of relocating to NSW) and hold valid working rights for the full duration of the fixed-term role.
Working arrangements
The role is based in Sydney City, Parramatta or Gosford, with hybrid working arrangements of 1-2 office days per week. Other NSW Government workplace locations may be considered where the role can reasonably be performed from that location.
Pay and benefits
The salary range is AUD 167,165 - AUD 201,105 per year (Salary Grade 11/12), plus superannuation. The base salary starts at AUD 167,165.
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