Role Description
Product Manager
Classification/Grade/Band
Clerk Grade 11/12
ANZSCO Code
PCAT Code
Date of Approval
Primary purpose of the role
The Product Manager is responsible for the definition, development and support of the service(s) used by
the business and ensuring the service is managed over its entire lifecycle and contributes to the objectives
of the organisation.
Key accountabilities

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Define current and future services that meet the demands of the business and are well aligned to the
organisations Enterprise Architecture, thereby maximising return on investment
Work with service and technology providers to integrate products and services to maximise value for
money in service delivery
Proactively work with suppliers and support organisations to ensure IT services deliver against business
case benefits and continue to maximise contribution to business objectives
Work with the business to define and manage service level agreements to deliver services that meet
business requirements
Key challenges


Define and maintain the financial viability of products and services and ensure effective use of
resources
Balance the immediate need of the business with future requirements and align investments accordingly
Key relationships
Who
Why
Internal
Manager

Work Team
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Provide guidance regarding the future direction of ICT investments
and portfolio strategy
Escalate issues, receive instructions and provide feedback
Participate in meetings to obtain the work group perspective and
share information
Work with Enterprise Architects to influence product direction
Work with CIO/CTO on ICT strategy
Work collaboratively to contribute to achieving the team’s business
outcomes
Determine future requirements for new or modified services and
products
Determine satisfaction with existing services
Resolve and provide solutions to issues

Manage underpinning contracts and service delivery expectations

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Clients/Customers

External
Suppliers/partners
1
Capabilities for the role
The NSW Public Sector Capability Framework applies to all NSW public sector employees. The Capability
Framework is available at www.psc.nsw.gov.au/capabilityframework
This role also utilises an occupation specific capability set which contains information from the Skills
Framework for the Information Age (SFIA). The capability set is available at
www.psc.nsw.gov.au/capabilityframework/ICT
Capability summary
Below is the full list of capabilities and the level required for this role. The capabilities in bold are the focus
capabilities for this role. Refer to the next section for further information about the focus capabilities.
NSW Public Sector Capability Framework
Capability Group
Capability Name
Level
Display Resilience and Courage
Adept
Act with Integrity
Adept
Manage Self
Intermediate
Value Diversity
Intermediate
Communicate Effectively
Advanced
Commit to Customer Service
Advanced
Work Collaboratively
Advanced
Influence and Negotiate
Adept
Deliver Results
Adept
Plan and Prioritise
Adept
Think and Solve Problems
Adept
Demonstrate Accountability
Adept
Finance
Adept
Technology
Advanced
Procurement and Contract Management
Intermediate
Project Management
Intermediate
Occupation / profession specific capabilities
Capability Set
Category, Sub-category and Skill
Level and Code
Service Management, Service Design, Service Level Management
Level 5 - SLMO
Strategy and Architecture, Business Strategy and Planning, Innovation
Level 5 - INOV
Procurement and Management Support, Supply Management, Supplier
Relationship Management
Level 5 - SURE
2
Focus capabilities
The focus capabilities for the role are the capabilities in which occupants must demonstrate immediate
competence. The behavioural indicators provide examples of the types of behaviours that would be
expected at that level and should be reviewed in conjunction with the role’s key accountabilities.
NSW Public Sector Capability Framework
Group and Capability
Level
Behavioural Indicators
Personal Attributes
Adept

Act with Integrity




Relationships
Advanced
Communicate
Effectively






Relationships
Advanced
Commit to Customer
Service






Relationships
Advanced
Work Collaboratively




Results
Deliver Results
Adept



Represent the organisation in an honest, ethical and professional
way and encourage others to do so
Demonstrate professionalism to support a culture of integrity within
the team/unit
Set an example for others to follow and identify and explain ethical
issues
Ensure that others understand the legislation and policy framework
within which they operate
Act to prevent and report misconduct, illegal and inappropriate
behaviour
Present with credibility, engage varied audiences and test levels of
understanding
Translate technical and complex information concisely for diverse
audiences
Create opportunities for others to contribute to discussion and
debate
Actively listen and encourage others to contribute inputs
Adjust style and approach to optimise outcomes
Write fluently and persuasively in a range of styles and formats
Promote a culture of quality customer service in the organisation
Initiate and develop partnerships with customers to define and
evaluate service performance outcomes
Promote and manage alliances within the organisation and across
the public, private and community sectors
Liaise with senior stakeholders on key issues and provide expert
and influential advice
Identify and incorporate the interests and needs of customers in
business process design
Ensure that the organisation’s systems, processes, policies and
programs respond to customer needs
Build a culture of respect and understanding across the
organisation
Recognise outcomes which resulted from effective collaboration
between teams
Build co-operation and overcome barriers to information sharing,
communication and collaboration across the organisation and
cross-government
Facilitate opportunities to engage and collaborate with external
stakeholders to develop joint solutions
Take responsibility for delivering on intended outcomes
Make sure team/unit staff understand expected goals and
acknowledge success
Identify resource needs and ensure goals are achieved within
budget and deadlines
3
NSW Public Sector Capability Framework
Group and Capability
Level
Behavioural Indicators



Results
Adept
Think and Solve
Problems




Business Enablers
Advanced
Technology
Identify changed priorities and ensure allocation of resources
meets new business needs
Ensure financial implications of changed priorities are explicit and
budgeted for
Use own expertise and seek others’ expertise to achieve work
outcomes
Research and analyse information, identify interrelationships and
make recommendations based on relevant evidence
Anticipate, identify and address issues and potential problems and
select the most effective solutions from a range of options
Participate in and contribute to team/unit initiatives to resolve
common issues or barriers to effectiveness
Identify and share business process improvements to enhance
effectiveness
 Show commitment to the use of existing and deployment of
appropriate new technologies in the workplace
 Implement appropriate controls to ensure compliance with
information and communications security and use policies
 Maintain a level of currency regarding emerging technologies and
how they might be applied to support business outcomes
 Seek advice from appropriate technical experts to leverage
information, communication and other technologies to achieve
business outcomes
 Implement and monitor appropriate records, information and
knowledge management systems protocols, and policies
Occupation specific capability set (Skills Framework for the Information Age – SFIA)
Category,
Sub-category
Level and Code
Skill and Level Description
Service Management
Service Design
Level 5
Service Level Management (SLMO) - Ensures that service delivery
meets agreed service levels. Creates and maintains a catalogue of
available services. In consultation with the customer negotiates service
level requirements and agrees service levels. Diagnoses service
delivery problems and initiates actions to maintain or improve levels of
service. Establishes and maintains operational methods, procedures
and facilities in assigned area of responsibility and reviews them
regularly for effectiveness and efficiency.
SLMO
4