About the role:
The Senior Manager, Customer Experience is a relationship leader, the change management agent for IT Services Branch, and the functional manager of IT business partnering and service desk support.
The role champions customer-centric services and collaboration within and outside the IT Services Branch, engaging with other Senior Managers to embed a customer-first culture and commensurate service delivery models across the branch.
The role also provides strategic leadership to define and evolve excellence across the customer experience spectrum; developing integrated systems, tools and metrics; and consulting extensively with Parliament's members, electoral offices, business units and external partners to gauge valuable insights and orchestrate improvements.
About us:
Based in NSW Parliament, the Department of Parliamentary Services (DPS) is a specialist service department working to support the operation of the Parliament of NSW by providing logistical support and advice to members, the Departments of the Legislative Council and Legislative Assembly and the people of New South Wales. Our office is found close to public transport in the heart of Macquarie Street CBD, next to the State Library and Sydney’s Botanic Gardens.
Enabling the Parliament, serving New South Wales: We demonstrate and foster in others a commitment to the five values of the Department of Parliamentary Services: collaboration, innovation, excellence, integrity and service.
Our commitment to diversity: We welcome applications from people from diverse backgrounds and encourage women, Aboriginal and Torres Strait Islander peoples, LGBTQIA+, people with disability, mature-age people, and people from culturally diverse backgrounds to apply for this role.
Our people:
Our people have access to a range of benefits that help balance life at work and at home. Some of the benefits available when you join Parliament include:
- Competitive salary and annual leave loading
- 35-hour week and flexible work options
- Corporate Wellbeing programs including seminars and Fitness Passport
- Free annual Influenza vaccination
- Salary packaging options via superannuation contributions or a novated vehicle lease
- On-site fitness facilities, pool, restaurant, cafes, and post office
About you
In this role you would require sound experience in conducting customer service climate analysis, developing improvement strategies and collaborating across a geographically disbursed environment with a diverse customer base. Understanding of the principles of customer experience transformation. Record of achievement in driving change management. Experience managing information technology assistance teams and/or information technology business partnerships.
Essential Requirements
- Tertiary qualifications in a relevant discipline or demonstrated equivalent relevant professional experience.
Further information to assist you with applying for this position:
- Role Description
- Department of Parliamentary Services website
- Pre-employment requirements
How to apply:
To apply for this position please provide:
- An up-to-date Resume [maximum five pages] which clearly details your skills and experience as relevant to this role and
- A response [maximum two pages] to the Targeted Questions below.
Applications that do not include a response to the targeted questions will not be progressed to the next stage of assessment. Copies of qualifications, certificates or documentation (other than requested) is not required at this stage in the recruitment process and will not be included with application documents.
Targeted questions:
- Describe how you would establish a customer experience framework for IT Services that improves service quality, stakeholder trust and accountability across both customer-facing and technical teams.
- Provide an example of how you have led, or would lead, a customer-focused change initiative where success depended on influencing teams outside your direct control.
Electronic attachments must be MS Word compatible or in pdf format.
Technical assistance: Should you encounter any technical problems, please contact ‘I work for NSW’ helpdesk 1800 562 679 (Monday - Friday).
Applications must be lodged online through http://iworkfor.nsw.gov.au/
To be eligible to apply for this role, you must meet one of the following criteria:
- an Australian Citizen
- a permanent resident of Australia; or
- a New Zealand citizen.
Come and explore the Parliament online with our 360-degree Virtual Tour.
Virtual tour | Parliament of NSW
Thank you for your interest in this role. We look forward to receiving your application.
Job Reference: 492583
CLOSING DATE: Tuesday, 28 July 2026 [11.55pm]
