Senior IT Project Manager Contact Centre to Cloud

Salary: $163,784 - $203,820

• Lead a major cloud transformation that will shape the future of customer service delivery
• Drive a high-profile programme with enterprise-wide impact and executive visibility
• Fixed-term opportunity through to June 2028, delivering complex technology change at scale

Join us to lead the migration of our contact centre capabilities to a modern cloud platform, delivering meaningful change that will enhance customer experience, strengthen operational resilience, and support the future of service delivery.

About our team - Mō te tīma

Every week, around 1.4 million New Zealanders count on MSD for income support and services to connect with work, housing and better lives for their families.

Our Technology group provides the technologies, innovation and expertise that enable MSD staff and partners to deliver these essential services, today and into the future.

We’re driving a once in a lifetime transformation of services for New Zealanders. The group is a key enabler of this change bringing together strategic thinkers, technology specialists and delivery leaders to design solutions and deliver change while keeping vital services running reliably every day.

About the role - Mō te tūnga

We are seeking an experienced Senior Project Manager to lead a critical Contact Centre to Cloud initiative as part of our broader Transformation programme.

This is a fixed-term role ending 13 June 2028 aligned to the delivery timeline of the programme. You will have end-to-end responsibility for planning, governance, and delivery of a complex technology change, working closely with business owners, technical teams, vendors, and programme leadership.

The role will lead the migration of core contact centre capabilities to a cloud-based platform, including integration with existing enterprise systems, change management, and the decommissioning of legacy solutions.

This work is highly visible and central to improving service experience and operational resilience.

You’ll operate as a senior delivery leader within the programme, accountable for outcomes, risk, and benefits realisation.

Key responsibilities:

• Provide end-to-end leadership of the Contact Centre to Cloud project, from initiation through to transition and closure
• Develop and maintain delivery plans, budgets, schedules, risks, dependencies, and governance artefacts
• Lead multi-disciplinary delivery teams, including internal technology teams, business stakeholders, and third-party vendors
• Ensure strong programme and portfolio alignment, reporting status, issues, and decisions through established governance forums
• Manage delivery across complex integration, data, and cloud environments
• Support business readiness, cutover, and stabilisation activities
• Drive disciplined delivery while remaining flexible as the programme and technology landscape evolves

We’re committed to creating a workplace that reflects the communities we serve. We welcome applications from people of all backgrounds, cultures, and experiences. Diverse perspectives strengthen our mahi, and we value the unique contributions everyone brings to the team.

Please contact us if there is any support that we can provide to ensure the recruitment process is accessible to you.

What you bring - Ōu pūmanawatanga

We are seeking an experienced and confident Senior IT Project Manager who has worked as part of a multi-workstream programme involving organisational and operating model change.

Your skills will span core project management activities—planning, financial management, risk and issue management, reporting, and governance - while also bringing experience in agile and scrum delivery, as well as technical leadership.

The ideal candidate will also bring:

• Proven experience leading contact centre transformation projects, ideally involving migration to cloud based platforms
• Strong grounding in core project management disciplines (planning, financial management, risk and issue management, reporting, governance)
• Experience working within large transformation or multi workstream programmes
• Confidence operating in complex technical environments (cloud, integrations, enterprise platforms)
• Excellent stakeholder management skills, with the ability to communicate effectively from delivery teams through to senior governance
• The ability to translate technical complexity into clear, actionable decisions
• Experience with modern contact centre platforms and enterprise CRM ecosystems (for example Salesforce-integrated environments) will be viewed favourably

Position description - He whakaahuatanga tūnga

A copy of the position discription can be found here. Senior IT Project Manager position description.

Salary - Utu-ā-tau: $163,784 - $203,820

We expect to appoint this position up to $177,433 however a salary offer will be based on the preferred candidates’ skills and experience and our team relativities.

Applications close - Ka kati ngā tono hei te: Wednesday 14 October 2026.

About us - Mō mātou

The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.

We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.

Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

How to apply - Me pēhea te tuku tono

Before you submit your application, please take a moment to review our guidance to understand how AI can best support your application. Candidate Guidance - Responsible AI use in recruitment

To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.

Note: Your cover letter will be a key part of our assessment process. Please highlight how your skills and experience relate to the key responsibilities listed in the position description and job advertisement.

All applications must be made online. If this is not possible or if you have any queries, please contact us at [email protected]

Internal MSD Employees - please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.

Joining us - Ko te hono mai

Joining MSD means being part of a whānau that celebrates the diversity each individual represents.

We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.

If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.