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Director Service Improvement

Transport for NSW - Burwood, NSW

Government, Defence & Emergency
Source: uWorkin


About Us

Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions. We work with several government agencies to coordinate road, rail, bus and maritime services, always keeping the safety and comfort of our customers at the heart of what we do.

About The Team

The Corporate Services Division supports the organisation with expert advice and support in Financial, IT, Strategic, Legal, Commercial, Property and Procurement matters. 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 Transport Shared Services Branch (TSS) is part of the Corporate Services division and provides operational and shared support services across the Transport cluster.

The opportunity

The Director of Service Improvement, sits within the Customer and Service Excellence function of TSS and will oversee the newly created Service Improvement unit.

This is a key senior leadership role and will provide strategic leadership and direction in Service Improvement capability for all shared services across the Transport cluster. You will drive the development of a future service strategy and oversee service improvement initiatives and projects including the technology roadmap, with overall accountability for service improvement projects and capability across Transport Shared Services.

You also lead service management across all services delivered under the Corporate Services agreement including service catalogues, costing models and service reporting and analysis.

You will led five key teams within the unit: Program Management Office, Project Delivery, Service improvement, Service Design & Governance and Change Management. You will bring the new unit together and foster an environment of innovation, collaboration and change.

The home base for this role is Burwood with flexible work options available.

About You

We are looking for an individual with experience at a senior leadership level. You will be a courageous change leader and a true relationship focused business partner, with a proven track record in transformational change and customer centric delivery.

To be successful in this role you will have experience in programming, governing and delivering service improvements across a broad range of services in line with the strategic direction of the business and customer requirements.

You have also successfully run service management in a shared services environment including catalogues, costing, service transition and service creation including risk and quality management and assurance activities.

However upmost critical to your success, is your core fundamental values as a Transformational Thought Leader, who drives success through empowerment and creates a diverse environment, where people can innovate and thrive.

Salary And Benefits

This is a Transport Senior Service Executive role offering an attractive remuneration package.


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!

How To Apply

To apply for this position, please submit a resume and answer all questions within the online application process.

A pplications close: 11:59PM Thursday 17th June 2021

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. 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

Burwood, NSW

Government, Defence & Emergency


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