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There is currently 1 job listed by Customer Strategy & Technology

Manager Operational Systems Service Delivery

Organisation/Entity: Customer Strategy & Technology
Job Category:
  • Information and Communications Technology | Systems Architecture
Job Location:
  • Sydney Region / Sydney - East
Job Reference Number: 00007OH6
Work Type: Full-Time
Number of Positions: 1
Total Remuneration Package: Band TSSM, an attractive remuneration package will be negotiated with the successful candidate.
Contact: 0466 616 258 - Ciaran Martin
Closing Date: 09/04/2020 - 11:59 PM


  • Join Transport for NSW and be part of significant government investment into NSW’s transport future
  • A responsive organisation that encourages feedback and builds effective partnerships
  • Meaningful and rewarding role, delivering on our priorities of our customers, our people and service quality
  • 2 Year Temporary Full Time role – located in Eveleigh


About us


Transport for NSW is delivering an unprecedented $55.6b investment into a truly game changing Future Transport strategy.  We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it.  We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.


The Opportunity


An exciting new opportunity has emerged within our Customer, Strategy and Technology division. Within this Manager Operational Systems Service Delivery role, you will maintain the correct functioning of the Operational Systems Service Management team and processes to support the optimal reliability and availability of operational systems.


Relationship Management


  • Identifies, analyses and manages relationships with and between stakeholders and clarifies mutual needs / commitments through consultation and consideration of impacts.
  •  Promotes initiatives to achieve high customer satisfaction and to ensure maximum benefit is gained from the supplied products and services.
  • Engages with key stakeholders during and post the resolution of service issues to ensure suitable business outcomes are achieved

Service Delivery & Service Management

  • Develops, implements and manages appropriate strategies and processes to ensure organisational objectives are met.
  • Ensures optimal staffing of the Service Delivery team across a 24 x 7 service window.
  • Ensure development, deployment and effective operation of an Operational Technology service management model centred on: 
    • Proactive monitoring of system operations;
    • Prompt incident response;
    • Rapid return to service from incidents; and
    • Low-impact technical change management

  • Develop, implement and manage a process of monitoring performance of systems against service levels, reporting on that performance, regularly reviewing with key stakeholders to inform,  support decision making and implement corrective actions

People Leadership

  • Model good leadership to inspire direction and delivery, develop people, and drive change.

Essential Requirements

  • Tertiary qualifications in a relevant discipline or equivalent experience.
  • Mandatory ITIL Foundation certification
  • Experience working in a multi-vendor environment
  • Service Management Practice background
  • Possess a current NSW motor vehicle driver license
  • Willingness to work outside normal working hours or to travel on occasion

For more information on this position, view the role description here.


About You


You are a collaborative and talented leader of people, technology delivery and service improvement with broad knowledge of networking products and services.  You demonstrate stakeholder engagement expertise, decisiveness and drive to get things done.  Engaging and energetic, you excel in your communication and presentation skills and proven experience in leading and developing technical teams in a complex customer centric environment.




Band TSSM, an attractive remuneration package will be negotiated with the successful candidate.


If you are looking for an environment in which you can contribute to creating a legacy of achievement that will last for generations, and enjoy a flexible and diverse working environment which values collaboration and personal development, then we’d like to meet you.

Our commitment to Diversity  


Great people come from all walks of life and at Transport for NSW we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve.


How to apply


To apply for this role, please submit a comprehensive resume as well as a brief covering letter (no longer than two pages) which addresses:


a) The reason for your interest in this role
b) How your skills and experience suit the role

For more information on how to apply for a role in Transport for NSW please click here.


Should you have enquiries about the role, please contact Ciaran Martin on 0466 616 258 and quote reference 00007OH6.


If you encounter technical issues please contact I Work for NSW Support Team on 1800 562 679 (Mon-Fri) or support@jobs.nsw.gov.au.


Applications close: 11:59pm, Thursday 9th April 2020