Principal Manager, Industrial Relations

Clerk Grade: 11/12, Temporary opportunity for up to 12-months with the view to extend. Talent Pool will be created from this recruitment for future opportunities
Employment Type: Full-time 35 hours per week
Salary Range: $145,378 - $168,130 + super
Location: 4PSQ Parramatta, Gosford or Sydney, Mckell (travel required between these locations)
People Services, People & Culture, Department of Customer Service

Are you an expert in industrial relations ready to lead a high-impact team and influence workplace culture across a large organisation? Department of Customer is seeking a strategic, experienced and values-driven Principal Manager, Industrial Relations to join our People & Culture team.

About the Opportunity

The Department of Customer Service has an exciting temporary opportunity for an experienced and strategic Principal Manager, Industrial Relations to lead and shape industrial relations advice, policy, and strategy across the organisation. In this pivotal role, you will deliver expert support to senior leaders and people managers, drive resolution of complex workforce issues, and promote a harmonious and productive workplace culture.

Reporting to the Director People Services, this position will lead a team of specialist professionals, manage high-risk and sensitive matters, and contribute to enterprise-wide change initiatives, ensuring compliance with employment legislation and alignment with government priorities.

As part of the senior leadership team, you will work collaboratively with peers and embed modern and agile ways of working to deliver a world class people and culture function while role modelling our public sector values to ensure integrity, transparency, fairness, and impartiality.

About You

You are a trusted IR professional with deep expertise in employment legislation, enterprise bargaining, and complex workplace issues. You combine strategic thinking with practical application and excel at building relationships with unions, government bodies, and senior stakeholders.

You bring:

• Strong leadership experience in industrial or employee relations within a complex environment
• Proven success in representing organisations in industrial tribunals and negotiations
• The ability to manage competing priorities with professionalism and agility
• Experience delivering fit-for-purpose policies, frameworks and workforce initiatives

Your ability to influence, negotiate, and communicate effectively at all levels, including with executives and industrial associations, is critical to success in this role.

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.

DCS People and Culture is a strategic partner in driving an inclusive, high-performing workforce that delivers public value. You'll join a collaborative, high-impact team that values integrity, innovation, and service excellence, with a strong focus on continual improvement and leadership capability uplift across the organisation.

Looking for more information about the role?

Why not reach out to Erica Machon, Director People & Culture, 02 9219 3267 for a conversation and learn more about this incredible opportunity.

What's Next?

Your application should include an up-to-date CV and cover letter which clearly details your relevant skills, experience to this position and the response to the below targeted question

Targeted Question:

• Describe a time you led the resolution of a complex industrial or employment relations issue. What strategies did you use to engage stakeholders and achieve a positive outcome?
• Outline your experience leading or advising on enterprise change management plans or industrial disputes. How did you balance compliance, stakeholder expectations, and business needs?

Salary Grade 11/12, with the base salary for this role starting at $145,378 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Rodrigo Sandoval 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.

Closing Date: Wednesday, June 18th, 2025 at 10:00 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 [email protected] or 02 9494 8351.

For more information, please visit

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Information on adjustments available for the recruitment process