Job Description
Full job description
Department of Customer Service
Reference number
req48027
Occupation
Information and Communications Technology
Work type
Full-Time
Location
Sydney City
Salary Information
$149,739 - $173,174 + superannuation
Closing date
23 February 2026 at 10:00am
Clerk Grade: 11/12
Employment Type: Ongoing
We have dedicated office space in Sydney (McKell), Parramatta or Gosford with hybrid and flexible working conditions available.
The Long Service Corporation is a standalone agency within the Department of Customer Services that reports directly to the Managing Director of Service NSW whilst maintaining its executive agency status.
About the team
The Long Service Corporation (LSC) manages portable long service schemes for the building and construction industry and contract cleaning industry, and we are about to launch our third scheme for the community services industry (CSI).
You’ll be joining the newly established Digital and Program Delivery team in LSC. The team is leading the delivery of new portable long service leave schemes, including the development and rollout of the systems and processes needed to administer them. In addition, this team is also responsible for ongoing enhancements, ensuring our current schemes and systems continue to evolve and improve.
Your day-to-day:
Lead a multi-disciplinary IT operations team consisting of release and transition, platforms management and incident management.
Lead the definition, design, and implementation of a Service Performance Management Framework, ensuring consistent measurement of team and service effectiveness in line with ITIL and other ITSM frameworks.
Act as the main contact and escalation point for Service Delivery, assuming accountability for overall delivery, deployment, handoff, and project closure of assigned projects.
Create and report on performance metrics for service delivery, investigating breaches or deviations from service level agreements and taking corrective action, including managing vendor arrangements
Be responsible for ensuring compliance with audit processes, attestations, information security and privacy obligations.
To be successful in this role you will demonstrate:
Experience in leading large, multi-disciplinary ITSM teams to achieve a broad range of outcomes
Display resilience and courage by remaining composed in highly pressured environments, welcoming new challenges, and responding thoughtfully to criticism
Commit to customer service by designing processes and policies based on customer needs, using data to monitor and improve service delivery, and maintaining key customer relationships.
Influence and negotiate effectively, working towards mutually beneficial outcomes and resolving complex conflicts with sensitivity and understanding.
Deliver results by driving a culture of achievement, ensuring on-time and on-budget outcomes, and guiding others on evaluation methods to enhance organisational objectives.
Salary Grade 11/12, with the base salary for this role starting at $149739 base plus superannuation
For enquiries relating to recruitment please contact Lauren Alcorn via Lauren.Alcorn@customerservice.nsw.gov.au.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Monday 23rd February 2026 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Lauren.Alcorn@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
Department of Customer Service
Reference number
req48027
Occupation
Information and Communications Technology
Work type
Full-Time
Location
Sydney City
Salary Information
$149,739 - $173,174 + superannuation
Closing date
23 February 2026 at 10:00am
Clerk Grade: 11/12
Employment Type: Ongoing
We have dedicated office space in Sydney (McKell), Parramatta or Gosford with hybrid and flexible working conditions available.
The Long Service Corporation is a standalone agency within the Department of Customer Services that reports directly to the Managing Director of Service NSW whilst maintaining its executive agency status.
About the team
The Long Service Corporation (LSC) manages portable long service schemes for the building and construction industry and contract cleaning industry, and we are about to launch our third scheme for the community services industry (CSI).
You’ll be joining the newly established Digital and Program Delivery team in LSC. The team is leading the delivery of new portable long service leave schemes, including the development and rollout of the systems and processes needed to administer them. In addition, this team is also responsible for ongoing enhancements, ensuring our current schemes and systems continue to evolve and improve.
Your day-to-day:
Lead a multi-disciplinary IT operations team consisting of release and transition, platforms management and incident management.
Lead the definition, design, and implementation of a Service Performance Management Framework, ensuring consistent measurement of team and service effectiveness in line with ITIL and other ITSM frameworks.
Act as the main contact and escalation point for Service Delivery, assuming accountability for overall delivery, deployment, handoff, and project closure of assigned projects.
Create and report on performance metrics for service delivery, investigating breaches or deviations from service level agreements and taking corrective action, including managing vendor arrangements
Be responsible for ensuring compliance with audit processes, attestations, information security and privacy obligations.
To be successful in this role you will demonstrate:
Experience in leading large, multi-disciplinary ITSM teams to achieve a broad range of outcomes
Display resilience and courage by remaining composed in highly pressured environments, welcoming new challenges, and responding thoughtfully to criticism
Commit to customer service by designing processes and policies based on customer needs, using data to monitor and improve service delivery, and maintaining key customer relationships.
Influence and negotiate effectively, working towards mutually beneficial outcomes and resolving complex conflicts with sensitivity and understanding.
Deliver results by driving a culture of achievement, ensuring on-time and on-budget outcomes, and guiding others on evaluation methods to enhance organisational objectives.
Salary Grade 11/12, with the base salary for this role starting at $149739 base plus superannuation
For enquiries relating to recruitment please contact Lauren Alcorn via Lauren.Alcorn@customerservice.nsw.gov.au.
Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.
Closing Date: Monday 23rd February 2026 at 9:59am
Careers at Department of Customer Service
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace
The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.
You can view our full diversity and inclusion statement here.
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Lauren.Alcorn@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
💡 Quick Summary
Seeking a career-building opportunity? The Manager IT Operations position is now open for candidates interested in the MIS Executive sector. This role in Sydney offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.