Branch Manager, Scheme CRM Platforms

• NDIA, direct report to CIO, 300+ staff nationally
• Lead the NDIA’s Salesforce CRM platform and scheme transformation program
• SES Band 1. Location flexible

About the NDIA
The National Disability Insurance Agency (NDIA) is an independent statutory agency. Our role is to implement the National Disability Insurance Scheme (NDIS), which will support a better life for hundreds of thousands of Australians with a significant and permanent disability and their families and carers.
This is one of the biggest social reforms in Australia’s history. The NDIS is designed to enhance the quality of life of, and increase economic and social participation for, people with disability.
The NDIS is now entering a major period of reform. The Australian Government is redesigning how participant needs are assessed and how plans and budgets are set, with major changes due to commence mid-2026. These reforms are substantial, high-profile, and will affect every participant and every part of how the NDIA operates.

About the Technology Services Division
Technology Services Division is the NDIA’s technology function, accountable for the design, build, implementation and operational support of the digital platforms that underpin the Scheme. The Division is cloud-first, operating modern platforms at significant scale.
The CIO leads three technology delivery branches alongside a Technology Business Management function, with the Scheme CRM Platforms branch sitting at the centre of the Division’s transformation agenda.

About the Role
The Branch Manager, Scheme CRM Platforms is an SES Band 1 position reporting directly to the CIO. The Branch is responsible for the NDIA’s core Salesforce CRM and case management platform - the technology that NDIA staff use every day to administer participant plans, budgets and key scheme processes. This platform is central to how the NDIS operates.

With approximately 300 staff nationally (a mix of APS employees, labour hire and vendor resources) the Branch has end-to-end ownership of the Salesforce platform: run-and-maintain, change delivery, and implementation of new scheme and business requirements. The Branch Manager also provides cross-branch programme leadership for the NDIA’s major “new framework planning” transformation program.

Key accountabilities include:

• Owning and evolving the Salesforce CRM platform that underpins the daily operation of the national scheme
• Delivering the NDIA’s “new framework planning” transformation program - a high-profile, cross-agency initiative due to commence mid-2026
• Shaping how the Branch operates –embedding modern delivery practices and a culture of continuous improvement that keeps pace with the Scheme's ambition
• Building a genuine technology-business partnership with Service Design and scheme-facing divisions
• Managing significant vendor relationships and complex technology procurements, ensuring value for money and delivery accountability
• Leading and developing a large, diverse, nationally dispersed workforce

Current Priorities

• The incoming Branch Manager’s priorities in the first 12–24 months will include:
• Reform the operating model. Move the Branch from traditional, sequential IT delivery to agile, DevOps-style ways of working, such as more frequent releases, heavier test automation, and product-based ownership where appropriate.
• Deliver the transformation program. Own delivery of the new framework planning program on the Salesforce platform, translating policy reform into staff and participant experience improvements and productivity uplift.
• Strengthen business partnership. Build a deeply integrated working relationship with Service Design and key business areas to co-design solutions and integrate planning.

About You
You will be a senior leader who has navigated complex delivery environments, led large mixed workforces, and earned credibility with demanding stakeholders.
Our ideal candidate will have:

• Passionate about delivering better outcomes for people with disability through inclusive, participant-centred services and high-quality digital delivery
• Proven SES Band 1 (or equivalent) experience in a large, complex organisation – ideally Commonwealth, major state / territory government, or senior leadership in a significant government-facing technology function
• A track record of leading large-scale technology transformation - ideally in CRM or case management environments; Salesforce experience is highly regarded
• Demonstrated experience shifting teams to modern and agile ways of working
• Outstanding stakeholder management – this role requires daily engagement with Service Design, senior business executives, and multiple internal and external partners
• The ability to lead a large and diverse workforce through ambiguity, reform and high public scrutiny
• Sufficient technology literacy to lead technology-heavy change and hold delivery partners to account
• A genuine customer-centric mindset and commitment to improving outcomes for people with disability

Eligibility
To be eligible for employment with the NDIA, you must be an Australian citizen. A pre-employment screening process will include a criminal history check and the ability to obtain and maintain an Australian Government security clearance at the Negative Vetting 1 level.

RecruitAbility
RecruitAbility applies to this vacancy. Under the RecruitAbility scheme, you will be invited to participate in further assessment activities if you choose to opt-in, declare you have a disability, and meet the minimum requirements for the vacancy. Further information: https://www.apsc.gov.au/recruitability


Candidate information: Please click on the "Additional Information" button to download a copy of the Candidate Information Pack. For more information, please contact email publicsector@derwentsearch.com.au or call 02 9223 1855 quoting reference number: 34223. Your application must include a current resume and a succinct pitch (maximum 500 words). A merit pool may be established for 18 months and may be used to fill future vacancies within the Division and broader Agency. 

Applications close: Monday 27, April 2026.