• Competitive executive level position leading a team of subject matter experts who are actively involved in a government transformation of shared services
• Opportunity to work across government agencies by providing high quality services and a strong, compliant operating environment
• Senior Executive Band 2
• Hybrid office location options available in line with existing team locations

Lead Strategic Partnerships and Commercial Excellence Across Government

Are you a visionary leader with a passion for driving customer-centric service delivery? Can you bring leadership and energy to compliance and governance functions as well as drive commercial innovation? The Department of Customer Service is seeking an exceptional Executive Director to lead our Client & Commercial Solutions function within Government Shared Services (GSS).

About the Role:
As Executive Director, you will provide strategic leadership to shape and drive client engagement strategies, commercial partnerships, and governance frameworks that underpin high-quality shared service delivery across NSW Government agencies. You will lead a high-performing team responsible for contract management, procurement, incident response, and business continuity, ensuring alignment with organisational goals and government priorities.
This role is pivotal in fostering collaborative relationships, delivering integrated solutions, and ensuring operational resilience and long-term value for our customers.

Key Responsibilities:

• Lead strategic client engagement and commercial strategies to deliver cohesive, high-quality customer experiences.
• Oversee contract and vendor management, procurement planning, billing, and commercial analysis.
• Drive strategic alignment between GSS and its customers through effective partnerships and onboarding.
• Lead incident management and business continuity planning to ensure service resilience.
• Champion governance, risk management, and compliance across all service delivery functions.
• Define and execute the GSS strategy, including pipeline management and operating model development.

About You:

You are a dynamic and influential leader with:

• Extensive experience in executive-level leadership, managing large-scale complex operations.
• Proven success in stakeholder engagement preferably across government and community sectors.
• Strong understanding of incident response, governance, and risk management.
• A track record of delivering strategic outcomes in complex environments.
• Experience managing multiple large commercial relationships

Capabilities:

This role requires highly advanced capabilities in:

• Customer service leadership
• Integrity and ethical practice
• Procurement and contract management
• Strategic planning and delivery
• People leadership and development

Reporting Line:
This role reports directly to the Deputy Secretary, Government Shared Services.

About us:
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.

Your application should include an up-to-date CV which clearly details your relevant skills and experience to this position. Cover Letter is recommended.

Salary Grade SEB 2, with the base salary for this role starting at $367,860 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Clare Leask 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: Monday 6th October 2025 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.

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:
Information on some of the different types of disabilities
Information on adjustments available for the recruitment process