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Senior Manager Service Improvement

Organisation/Entity:  Transport For NSW
Job Category:  Senior Executive
Job Location: 

Burwood, NSW, AU, 2134

Job Ref No:  49359
Employment Type:  Permanent Full-Time
Salary Range:  An attractive remuneration package
  • Meaningful and rewarding Senior Manager Service Improvement position, delivering on our priorities of our customers, our people and service quality
  • Fantastic opportunity to develop your career in a high performing team environment!
  • 12 Months Temporary Full-Time opportunity, (Sydney or Regional NSW based) - Transport NSW encourages flexible working options


About us


Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do – and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day. We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions. That means job opportunities in metropolitan and regional areas right across NSW – you have the chance to be part of creating a lasting legacy that will benefit generations to come.


Transport Shared Services


The Transport Shared Services Branch (TSS) is part of the Corporate Services division and provides operational and shared services across the cluster, including payroll, procurement, finance and workplaces. We partner to provide sustainable strategies, solutions and services, enabling our clients to deliver Transport’s vision of making NSW a great place to live, work and play.


The opportunity


Exciting prospect for a Senior Manager Service Improvement to drive continuous systems and service improvement across People Services, providing expert advice and managing the delivery of systems analysis, process improvements, service transition, knowledge management, and high quality analysis and reporting.


Furthermore, the role contributes to end-to-end process improvements (tier 0 to tier 3) in partnership with the TSS Service Centre, as well as breakthrough improvements to operational efficiency within People Services.


You will


  • Provide leadership for the development, management and implementation of fit-for-purpose People Services information systems, standards and processes which reflect business requirements, and effectively harness technology
  • Lead the design and implementation of service improvement projects/initiatives, the introduction of new services, and the implementation of effective knowledge management processes and content.
  • Manage the process of services transitioning into tier 0 and tier 1, as well as the decommissioning of services, contributing to the development and achievement of performance targets and maintain end to end visibility of Shared Services' service catalogue and service lifecycle.
  • Manage the provision of accurate and timely information and reports on projects, service delivery and customer experience to assist with service planning and management across People Services.


Please click here to view a copy of the position description.


About You


You’re a collaborative and talented leader of people, service delivery and service improvement with a shared services background. 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 large teams in a complex customer centric environment.


Essential requirements


  • Tertiary qualifications in a relevant discipline, or demonstrated equivalent knowledge and/or experience.
  • Demonstrated track record in delivering both large-scale and continuous improvement projects and initiatives using established methodologies (for example, Lean Six Sigma, Agile) including the automation of services and the development of a robust knowledge base.
  • Demonstrated ability to build trust, influence and communicate effectively at both a strategic and operational level, applying a commercial and customer mindset, and creatively problem solving.




Joining Transport for NSW, you’ll have access to a range of unique government benefits in a flexible work environment like no other. If you’re ready to step into this meaningful and rewarding role, we want to hear from you!




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.


Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us


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 49359.


Applications close: 11:59pm, Sunday 30th January 2022.


We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them and their teams. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options.


For any enquiries, please email Ciaran Martin at ciaran.martin@transport.nsw.gov.au


We’re certified as a Family Inclusive Workplace

Our flexible work practices and policies for parental leave, employee and family wellbeing and family care enable us to provide genuine support for our people to thrive at work and at home.

Our COVIDSafe Measures Policy

All Transport for NSW workers are required to have:

  • at least one dose of a TGA approved COVID-19 vaccine by 6 December 2021 and two doses by 7 February 2022; or
  • an approved medical contraindication.

You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

Job Segment: Service Manager, Payroll, Temporary, Lean Six Sigma, Information Systems, Customer Service, Finance, Contract, Management, Technology

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