Manager Service Centre Support and Enablement
Clerk Grade: 11/12
Salary Range: $154,231 to $178,369 (plus superannuation and leave loading)
Employment Type: Ongoing
Location: Parramatta or Orange base hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.
Application Closing: Friday, 17 July 2026 [10:59am]
About Us
Department of Customer Service (DCS) transforms the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make Government work better. DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.
About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.
We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.
What you will do
As the Manager Service Centre Support and Enablement, you will drive the strategic alignment, operational excellence, and continuous improvement across GSS Service Centre to ensure services remain fit for purpose by embedding quality, capability development, and governance frameworks that support organisational objectives, enable evidence-based decisions, and
deliver sustainable outcomes for stakeholders
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Align service processes with organisational objectives and agreed frameworks to achieve strategic goals by ensuring that operational activities consistently reflect and support the broader vision of the organisation.
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Design scalable and future-focused service centre frameworks to enable long-term operational improvement by creating adaptable structures that anticipate growth and evolving business needs.
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Review and optimise operational processes for efficiency to enhance service performance by identifying gaps, streamlining workflows, and eliminating redundancies.
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Lead continuous improvement and standardisation initiatives to embed best practices by fostering a culture of innovation and consistency across all service areas.
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Design and deliver training and development programs to build workforce capability ensuring employees are equipped with the skills and knowledge required to meet current and future demands.
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Use data insights to identify trends and improvement areas to inform strategic decisions by leveraging analytics to guide planning and resource allocation.
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Develop and implement communication and transition plans to support change initiatives by ensuring clarity, engagement, and smooth adoption of new processes and systems.
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Ensure alignment with corporate objectives and compliance to maintain governance integrity by upholding standards, policies, and regulatory requirements throughout all operations.
About You
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You are a strategic, forward-thinking leader with deep experience in service centre operations and a strong understanding of industry-standard service management frameworks. You bring the ability to set a clear direction, translating organisational priorities into scalable, future-focused service models that position the function for long-term success.
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With a strong focus on operational excellence, you leverage data, insights, and emerging technologies to continuously improve performance, optimise processes, and embed best practice across complex, high-volume service environments. You are confident leading transformation, challenging the status quo, and driving innovation to deliver measurable and sustainable outcomes.
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A skilled people leader, you build and develop high-performing, customer-focused teams, fostering a culture of accountability, capability uplift, and continuous improvement. You are adept at influencing at all levels, building strong stakeholder relationships, and navigating competing priorities while maintaining alignment to strategic goals and governance requirements.
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Resilient and adaptable, you thrive in dynamic environments and bring the judgement and leadership needed to balance immediate operational demands with longer-term transformation objectives—ensuring services remain fit-for-purpose and deliver strong outcomes for customers and the organisation.
What we need from you
An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please outline how you will manage the key challenges of the role. share your motivation for applying for this position and your relevant skills.
Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.
A talent pool may be created from this recruitment action for future temporary or ongoing vacancies in roles with similar capability requirements
Salary Grade 11/12, with the base salary for this role starting at $ base plus superannuation
For enquiries relating to recruitment please contact Kylie Makkink via
[email protected].
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.
A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.
Closing Date: 17 July 2026 [10.59am]
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 provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or
[email protected].
For more information, please visit
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process
