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Delivery Manager - Directory and Referral

Infoxchange Australia

About us

Infoxchange is a not-for-profit social enterprise that has delivered technology for social justice for nearly 30 years. With over 130 staff across Australia and New Zealand we tackle the biggest social challenges through the smart and creative use of technology

We work with community, government and corporate partners to solve family violence, homelessness, mental health and issues facing people with disabilities, the elderly, Aboriginal, Torres Strait Islander, Maori and Pasifika communities.

Our products and services are used by 8,800 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide case management and service coordination systems to IT services and advice for individual organisations.

Our community programs focus on digital inclusion – using technology to improve the lives of people experiencing disadvantage, driving social inclusion and creating stronger communities. We believe no-one should be left behind in today’s digital world.

In November 2018, Infoxchange joined forces with Connecting Up to create Australia and New Zealand’s leading not-for-profit dedicated to using technology to improve the lives of people experiencing disadvantage and the organisations that support them.

The integration brings together 150 staff members working to support more than 30,000 not-for- profits and over 2 million people in need each year across Australia and New Zealand.

Connecting Up has become a subsidiary of Infoxchange and will continue to trade as TechSoup New Zealand to serve the not-for-profit sector in New Zealand.

About the role

The Delivery Manager – Directory and Referral, role provides an exciting opportunity for a person with proven experience working in business development, stakeholder management, project management and excelling in leadership and collaboration with professional teams. The role will perform a key function within the Community Sector Product & Services division co-ordinating implementation of this fast-growing product area within Infoxchange.

This will include leading the management of multiple government contracts, specifically delivering data from our service directory.

An important aspect of the role is building trusted relationships with Infoxchange Customers, other internal IX teams and key stakeholders to facilitate a partnership approach to project delivery and account management within Infoxchange and with external clients and stakeholders. The position requires liaison and relationship building across Infoxchange technical and operational teams and with senior IX management.

The position includes substantial customer contact, including pre-sales liaison together with members of the Customer Engagement Team, needs analysis, solution design in consultation with the Technical Team and ensuring operational alignment with existing capabilities. Managing customer expectations, particularly around project delivery timelines will be a key deliverable.

The role is suited to a “people person” with strong collaboration skills.

You will be responsible for:

  • Managing the overall delivery of Customer projects related to the use of the Service Directory and Referral Platform products
  • Ensuring timely responses to business development opportunities in conjunction with Customer Engagement
  • Managing overall project financials to ensure that we are realising the planned return to Infoxchange
  • Managing overall project commitments to ensure efficient utilisation of resources
  • Ensuring Customer & IX expectations on project reporting are met
  • Driving standards and consistent application of processes throughout the Project Delivery
  • Establishing a culture of appropriate scope control and variation management so that timelines and costs are managed to overall project and program objectives
  • Facilitating a culture of professional development and continuous improvement throughout delivery engagement at IX
  • Consulting and liaising with teams and key customers regarding opportunities, product enhancement requests and emerging business requirements
  • Contributing and consulting on broader product strategy and planning with the virtual product team, technical services team and Infoxchange management
  • Ensuring virtual team members are aware of and understand product updates, product development, strategic directions and priorities

You will have:

Knowledge, experience and skills

To succeed in this role at Infoxchange, you will demonstrate the following:


  1. Able to demonstrate excellent people management
  2. Able to demonstrate excellent written and verbal communications skills, including the ability to deliver internal and external, demonstration, presentations and workshops
  3. Proven ability to think strategically and tactically
  4. Demonstrated ability to build trusted relationships
  5. Able to manage stakeholders at a variety of levels in government, non-government and community organisations
  6. Demonstrated ability to work well with others, within teams and across internal teams
  7. Proven customer engagement and business development capability
  8. Passionate commitment to the not-for-profit sector including an understanding of effective communications as a driver in sector capacity development and alignment to the vision, mission and values of the Infoxchange Group


  1. Knowledge of contemporary software architecture principles is desirable
  2. Project management experience
  3. A good knowledge or previous experience of working in the health and/or community services sector is desirable
  4. Tertiary qualifications relevant to the position and/or demonstrated professional experience

Job Perks:

We’re passionate about work-life balance so we have flexible work arrangements, additional leave provisions and a fabulous health and wellbeing program (think online yoga and meditation as well as yearly flu shots). We also have salary packaging options that could assist in increasing your take-home pay and plenty of learning and development opportunities. Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that.

If this sounds like the role you have been looking for, don't hesitate - apply today via the 'Apply' button by the closing date. Please ensure you address the selection criteria in your submission.

A position description is attached.

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