Improvement and Optimisation Manager
SNSW Grade: 11/12 - The package includes base salary ranging from $162,296 to $195,248, plus employer superannuation contributions and annual leave loading
Employment Type: Ongoing Full-time
Location : Sydney / Parramatta / Gosford/. In office presence required as per DCS directive
About ServiceNSW
Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 7-day-a-week phone service and an expanding network of service centres. We currently partner with over 70 agencies to offer over 1,300 NSW Government transaction.
About the role
Reporting to the Director, Business Optimisation & Release Management, you will lead the development and delivery of end-to-end business optimisation and problem-solving initiatives. The focus is on improving frontline service delivery and driving operational excellence across Service NSW. You will work closely with senior stakeholders to identify opportunities, set priorities, and support effective decision-making. This role includes leadership responsibilities and plays a key part in shaping service delivery strategy and organisational performance.
About the team
You will lead and support a high-performing team of managers and analysts to deliver impactful outcomes.
Key responsibilities
•Lead research and analysis and strategy development to identify trends, opportunities and customer needs
•Prepare high‐quality briefings, reports and options papers for executive decision‐making
•Lead and deliver complex projects and initiatives within fast‐paced environments
•Build strong internal and external relationships to support collaboration and outcomes
•Champion continuous improvement principles and activities across the Division
•Provide leadership, coaching and performance management to team members
About you
To be successful in this role you will demonstrate:
•Proven experience in business optimisation or service improvement and strategy development
• Experience working in a similar role within a large-scale, complex service delivery environment
•Strong written and verbal communication skills, including executive level reporting
•Ability to lead teams and manage multiple projects simultaneously
•Sound judgement, resilience and the confidence to provide frank, evidence based advice
•A collaborative approach with the ability to influence and negotiate effectively
Why join us?
At Service NSW, you'll be part of a customer-focused organisation dedicated to delivering simpler, faster, and better services for the people of NSW. You'll play a key role in driving meaningful improvements that impact millions of customers.
To Apply
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 share your motivation for applying for this position and your relevant skills.
Eligibility to Apply
To be considered for roles in the NSW public sector, applicants must:
•Be NSW residents or willing to relocate .
•Hold appropriate working rights for the type of employment offered:
-Ongoing (permanent) roles require Australian citizenship or permanent residency .
More information is available in the PSC Essential Requirements Factsheet
Salary Grade 11/12, with the base salary for this role starting at $162296 base plus superannuation
Click Here to access the Role Description.
For enquiries relating to recruitment please contact Jyostna Channamadhvuni via .
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, 25 May 2026 @ 9.59 am
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 or 02 9494 8351.
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