City of Darwin is undertaking a significant Customer Relationship & Request Management (CRM) transformation that will modernise how we engage with our community, manage service requests, and deliver services across the organisation.

We are seeking a highly collaborative and relationship-focused professional to join our organisation and play a key role in this transformation. We need someone who can build trusted relationships, understand business needs, bring people together, and help translate those needs into sustainable business solutions.

We recognise that the skills required to successfully deliver a CRM program are often developed across a wide range of professions. Whether your background is in business analysis, project management, process improvement, finance, risk management, procurement, asset management, emergency management, service delivery, customer experience or organisational change, we encourage you to apply.

You will gain exposure to a broad range of business functions and work alongside professionals from disciplines including customer service, infrastructure, finance, governance, community services, compliance, emergency management and technology.

If you are a strong relationship-builder who enjoys bringing people together to solve problems and improve services, we encourage you to apply.

Key Responsibilities

• Build strong and trusted relationships across all City of Darwin staff.
• Engage with business units to understand operational challenges, customer needs and improvement opportunities.
• Facilitate workshops, consultation sessions and process design activities.
• Analyse business processes and identify opportunities to improve efficiency, service delivery and customer experience.
• Support delivery of the CRM implementation program and associated transformation initiatives.
• Translate business requirements into practical solutions.
• Coordinate and support testing, business readiness, implementation and adoption activities.
• Assist with change management, communication and training initiatives.
• Prepare business cases, reports, presentations and project documentation.
• Work collaboratively with vendors, project teams and business stakeholders to achieve project objectives.
• Support continuous improvement and benefits realisation activities.

The Person We Want

We are interested in candidates who have developed their skills in environments that require strong stakeholder engagement, problem solving and service improvement.

What matters most is that you can build trusted relationships, ask the right questions, understand how organisations work, and help others embrace change.

You may currently be:

• A Business Analyst looking to broaden your impact.
• A Project Manager who enjoys working closely with stakeholders.
• A Customer Experience leader skilled at service delivery improvement.
• A Finance professional who excels at process improvement.
• A Risk or Governance specialist who understands organisational change.
• A Procurement professional experienced in cross-functional projects.
• An Asset Management practitioner who understands operational workflows.
• An Emergency Management professional skilled at coordinating people, processes and outcomes.

Essential Experience and Capabilities

You will demonstrate:

1. Relationship Building and Communication

• Proven ability to establish credibility and build effective relationships with diverse stakeholder groups.
• Excellent communication, facilitation and influencing skills.
• The ability to engage constructively with frontline employees, operational leaders, executives and external partners.

2. Business Improvement and Transformation

• Experience leading or contributing to projects, business improvement initiatives or organisational change programs.
• Strong analytical and problem-solving skills.
• Experience identifying, documenting and improving business processes.
• Ability to understand complex operational environments and translate needs into practical solutions.

3. Delivery and Coordination

• Experience managing competing priorities and delivering outcomes in a fast-paced environment.
• Strong documentation and reporting skills.
• Experience facilitating workshops, consultations or stakeholder engagement activities.

Desirable Experience

Experience in one or more of the following areas will be highly regarded:

• CRM implementation or optimisation projects.
• Local Government operations and service delivery.
• Customer service transformation.
• Asset management systems and workflows.
• Procurement and contract management processes.
• Risk management and governance frameworks.
• Emergency management, incident management or business continuity planning.
• Business process improvement methodologies such as Lean or Six Sigma.
• Formal qualifications in Business Analysis, Project Management, Commerce, Finance, ICT, Change Management, Risk Management, Asset Management or related disciplines.

Applicants who need assistance with our process or have any queries are encouraged to contact a member of our Peter Ferguson (ICT PMO Director) on 08 8930 0531.

As part of the recruitment process, shortlisted applicants may be invited to attend an interview. Applicants who are not selected for interview will also be notified. Please note that your application may be retained and considered for other suitable vacancies that arise within City of Darwin, which may result in a separate invitation to interview.

To apply:

Applications will only be accepted via our website | City of Darwin Careers - Current Vacancies

City of Darwin Talent Acquisition Team can be contacted via:

• 📞 Phone: (08) 8930 0526
• Email: recruitment@darwin.nt.gov.au

Applications close on Thursday, 29 October 2026.

Only shortlisted applicants will be contacted after the closing date.

We are looking forward to receiving your application if you are a direct applicant. Please note that we are not working with recruitment agencies for this position.

The City of Darwin is an equal opportunity employer. All qualified applicants will receive equal consideration for employment. We encourage people of Aboriginal and Torres Strait Islander background to apply.

As part of Council's recruitment process, applicants may be required to undergo pre-employment assessments, such as a Medical Assessment, National Police Check and Psychometric Assessment.