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 149,739 base plus superannuation
Click Here to access the Role Description. For enquiries relating to recruitment please
contact Lauren Alcorn via
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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.
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