Executive Director Incident Management & Service Recovery

We’re looking for a strategic thinker with a passion for solving complex operational challenges.

Join us as the Executive Director Incident Management & Service Recovery and play a key role in leading the delivery of a safe, efficient, and reliable rail network for the people of NSW.

An exciting new opportunity has emerged with the role of Executive Director Incident Management & Service Recovery within Sydney Trains Rail Operations branch. Reporting to the Head of Rail Operations, this is a high-profile strategic leadership role accountable for the safe and reliable operations of train services in line with the timetable and leading the incident management capability with a focus on swift network recovery

In this executive role you will hold the responsibility as the key escalation point for significant network incidents and will be the primary liaison between operations, the Executive Leadership team and internal/external stakeholders.

In this role you’ll:

• Lead a multi disciplinary team in a fast paced, high pressure environment.
• Lead the incident management and service recovery function through the establishment and maintenance of robust governance frameworks, systems and processes that enable the efficient and safe operation of services across the NSW rail network.
• Lead the teams responsible for on-site and network wide incident management to ensure quick and effective resolution of operational incidents.
• Ensure the service recovery and alternate transport plans are cascaded to customer facing frontline teams, station staff and train crew and passengers through the various customer channels with timely and consistent messaging.
• Lead the identification and implementation of strategic initiatives to improve incident response and service recovery performance addressing root causes and enhancing operational performance.
• Lead performance improvement initiatives and develop strategies to reduce incidents, response and recovery times.
• Strong stakeholder management and collaborate with internal stakeholders to achieve strategic and operational performance objectives.
• Lead the adoption and integration of digital signalling technologies to modernise and evolve train future train operations to next generation systems, technologies and operational frameworks. 

Please see the role description and Information Pack for more information.

About You

• You bring extensive and demonstrated operational experience in managing an end-to-end incident management process and driving continuous improvement within a rail environment or equivalent industry based operational function.
• You bring extensive knowledge and experience in rail operations and operational risk.
• As a good problem solver, you understand how to lead a command and control structure,and bring a strong understanding of customer orientation and the operational demands that come with operational service delivery.
• You understand operational decision making, can stay calm under pressure and can recover a service quickly.
• You bring a minimum of 5 years of experience in a senior leadership role within a rail operations environment, and have demonstrated experience leading the delivery of transformational change and capability uplift. 

Who we are

Sydney Trains provides train services throughout the Sydney metropolitan area and was established in July 2013. Our mission is to keep Sydney moving by delivering safe, clean, reliable, customer-focused, and efficient rail services.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.

We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.

This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days. 

What are you waiting for…? Connect with us.  Apply now!

Applications close: 11:59 pm Monday 28th July 2025.

For more information about this role, please contact ALEX.BURR@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal people or Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us. 

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