Manager Systems & Support Services, Office of the Independent Review Officer

Clerk Grade: 11/12

Annual Salary Range: $149,739 - $173,174 + superannuation

Employment Type: Temporary (12 months), Full-time

Location: Darlinghurst, Sydney

The organisation

The IRO is an independent statutory office established under the Personal Injury Commission Act 2020. Samantha Taylor is the Independent Review Officer. The Officer is supported by an expert team.

The statutory functions of the IRO include to:

• find solutions for persons injured at work or in motor vehicle accidents with complaints about their insurers.
• manage and administer the Independent Legal Assistance and Review Service (ILARS)
• conduct inquiries into matters arising in connection with the operation of the Personal Injury Commission Act 2020 and the workers' compensation and motor vehicle accident legislation.

For more information about the IRO click

About the role

As the Manager, Systems and Support Services, you will lead the key operational functions of ICT and Data and reporting functions and manage IRO business systems. This role is crucial in driving optimal organisational performance and service delivery. support service delivery and regulatory objectives in line with IRO and Government priorities.

The role designs and manages the risk management framework and processes to ensure systems and information risks are identified, assessed and managed. It also drives our analytics and reporting capability to support the delivery of business insights.

You will work closely with various stakeholders to develop and maintain robust reporting frameworks that support strategic decision-making and operational excellence.

Key Responsibilities:

• Lead and successfully deliver priority projects to improve the IRO's capability to optimise outcomes and contribute to a best practice function in line with organisational and government priorities
• Identify, analyse and recommend areas for improvement relating to client service delivery, business systems, processes, and workflows to deliver consistent business operations
• Work in collaboration with staff, stakeholders, partners and service providers, and apply business analysis skills to undertake various projects to support corporate and divisional priorities
• Motivate, coach and mentor a high performing team to build internal expertise, capability and collaboration to develop outcomes and provide

To be successful in this role, you will:

• Possess excellent analytical and problem-solving skills, with a keen eye for detail.
• Demonstrate strong leadership skills with the ability to inspire and motivate a team.
• Exhibit strong communication and interpersonal skills, with the ability to build effective relationships with stakeholders at all levels.
• Show a commitment to continuous learning and professional development

What we need from you:

To start your journey towards joining our team please click on the link below and attach your resume (max 5 pages) and cover letter (max 2 pages).

A talent pool may be created from this recruitment process to fill future ongoing and temporary opportunities.

Please note that successful candidates will be required to complete additional assessments during the recruitment process

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 Meg Rapley 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 29 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.

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