PM-Perspectives
The future of service delivery excellence starts here
Optimising service delivery | AI-driven transformation | Real-world insights
Thursday, 15th May 2025, 5:30pm
Establishment (Ballroom)
252 George Street, Sydney
Join 200+ project leaders, transformation specialists, and executives for an evening of insights, networking, and real-world case studies from Australia’s leading organisations.
In a year of rising costs, slower growth, and economic uncertainty, businesses are rethinking how to do more with less—optimising service delivery, driving efficiencies, and preparing for future challenges.
Discover how leading organisations are:
- Optimising service delivery to stay competitive
- Leveraging AI to streamline operations and reduce costs
- Navigating economic uncertainty with smarter strategies
This is your opportunity to connect with industry leaders, gain practical insights, and explore strategies to future-proof your organisation.
Discover key insights at PM Perspectives 2025
Join industry leaders as they share real-world strategies for navigating complexity and driving service excellence:
- Cultural transformation in financial services – Felicity Dwyer, Head of Customer Experience, will share insights from a major cultural transformation program within the Australian banking sector, focused on aligning organisational behaviours with customer needs. This session explores how large financial institutions are reshaping internal culture to improve customer experience at scale.
- Panel Discussion: Maintaining essential services in challenging times – Senior leaders from NSW Fire & Rescue, Waverley Council, and the Queensland Fire Department reveal how they are managing financial constraints, natural disasters, and rising community expectations. Hosted by Ray Wall, PM-Partners.
Featuring:
• Rob Hildtich – CIO, NSW Fire & Rescue
• Tara Czinner – Director of Corporate Services, Waverley Council
• Adam Levin – Queensland Fire Department
- The Impact of AI on service transformation – Back by popular demand, Evan Stubbs shares how AI is reshaping service delivery and what’s ahead for the next 12 months.
Register your interest
AGENDA
| 5:30pm | Registration |
|---|---|
| 5:55pm | Welcome |
| 6:00pm | Felicity Dwyer (Cultural transformation in financial services) |
| 6:20pm | Panel Discussion (Maintaining essential services in challenging times) |
| 7:10pm | Evan Stubbs (AI & Service Transformation) |
| 7:30pm | Networking drinks and canapés |
| 9:00pm | Farewell |
Get ready for the best PM Perspectives yet!
Alongside valuable insights, enjoy live entertainment from a roving illusionist, experience our AI-driven photobooth, and take part in exclusive prize giveaways—all while networking with industry leaders over drinks and canapés. This is our most significant and engaging event yet.
Secure your spot now Last year's event reached full capacity, so don’t miss out!
MEET OUR HOST
Dominic Frost
Chief Executive Officer, PM-Partners
Before joining PM-Partners, Dominic’s career in Australia, New Zealand and the UK saw him acquire extensive experience and expertise in a broad range of roles. This includes senior leadership positions at several multinationals; as well as founding, building and selling an IT services business, and time in private equity – sourcing investments, developing and implementing funding models and fulfiling hands-on CXO roles with funded organisations.
PANEL HOST
Ray Wall
Client Engagement Director, PM-Partners
As an industry leader in globally-recognised delivery methods and standards, Ray has a wealth of experience implementing effective governance frameworks and controls across diverse industries and organisations. He has a proven ability to help leaders and delivery teams achieve business agility through the design and execution of complex change and transformation.
MEET OUR GUEST SPEAKERS
Felicity Dwyer
Head of Customer Experience
Cultural transformation in financial services
Felicity Dwyer is a seasoned customer experience and transformation leader with over 15 years’ experience driving large-scale change across Australia’s financial services sector. Most recently, she led a major cultural transformation program involving 9,000 employees, focused on improving service outcomes, embedding customer-centric behaviours, and delivering measurable improvements in Net Promoter Score.
With deep expertise in Lean, Agile, and service design, Felicity has successfully designed and delivered enterprise-wide training programs, led multidisciplinary teams, and implemented new ways of working to reduce complexity, empower staff, and enhance the customer experience. She also brings board-level experience from the not-for-profit sector and continues to advise organisations on culture, capability, and customer-led transformation.
Evan Stubbs
Strategic Advisor – Data, Analytics, AI
The Impact of AI on service transformation
The last 24 months have seen the acceleration of Gen-AI into the mainstream. Organisations and individuals are trying to understand the impact Gen-AI will have and, at the same time, get in front of the opportunities it presents. A strategic advisor and expert on business analytics and AI, Evan Stubbs spends most of his time unpacking the complexities of blending technology, data and humanity in ways that work. The author of multiple books and presently the Interim Technology Director of Goodwork.ai, Evan will provide his insights on how Gen-AI will drive change for everyone.
PANELLISTS
Rob Hildtich
CIO - NSW Fire & Rescue
Robert Hildtich is an accomplished IT executive with extensive experience leading large-scale digital transformations, ERP implementations, and business process re-engineering across multiple industries. Since 2016, he has served as Executive Director IT (CIO) at Fire & Rescue NSW, where he drives technology strategy, service delivery, and operational efficiencies.
With over 15 years in senior IT leadership roles, including CIO at Goodman Fielder, Robert has a proven track record of delivering complex IT programs on time and within budget. His expertise spans IT strategy, cost management, post-merger integrations, and technology architecture. Known for his strategic outlook, commercial acumen, and strong leadership skills, he is a key contributor to corporate leadership teams, ensuring IT delivers measurable business value.
Tara Czinner
Director of Corporate Services - Waverley Council
Tara Czinner is Director Corporate Services at Waverley Council and a member of the Executive Leadership team for 700+ employee council. She is responsible for Finance and Procurement, Governance and Information Services, Information Management & Technology and Audit and Risk and is currently leading Council -wide ICT Modernisation program. Tara has experience in leading multi-disciplinary teams across private, public, and corporate sectors within legal, financial, regulatory, education and research environments.
Prior to working in Local Government, she was Chief Operating Officer in digital health/medical research at Digital Health CRC and at Westmead Applied Research Centre, University of Sydney and has also held senior executive positions at MBM (Construction Advisory), Australian Financial Security Authority (Commonwealth Government) Perpetual, BankWest and LJ Hooker.
Tara holds a Diploma in Law with an unrestricted legal practising certificate; Diploma in Financial Services and Master of Business and Technology (UNSW AGSM).
Adam Levin
Queensland Fire Department
In the world of Information Technology, true leadership is not just about managing systems; it's about leading teams toward excellence, fostering innovation, and embracing challenges with integrity. With over 30 years of invaluable experience, Adam displays many of these qualities – a seasoned professional whose warmth, authenticity, and passion have not only transformed organizations but also impacted team members.
Adam's dedication and commitment to excellence and the quest for growth set him on a path of major achievements. His career, marked by a series of impactful roles in the MedTech sector and most recently for the QLD Fire Department. Adam adopts a holistic approach to leadership, with a philosophy of transparency and a focused commitment to authentic engagement.
In Adam, we find not just a seasoned IT professional, but a transformative leader whose journey displays warmth, authenticity, and a dedication to excellence. His career has not only left a mark on the organizations he has touched but has also ignited a spark of inspiration that will continue to inform the paths of aspiring leaders of the future.