Clerk Grade: 9/10

Salary Range: $129,464 - $142,665 plus superannuation and leave loading

Employment Type: Full-Time, Ongoing

Location: Sydney, Parramatta - Hybrid opportunity. In-office requirement 2-3 days a week as a minimum, which could be subject to change based on applicable DCS workplace policies.

Application Closing: Thursday, 6 November 2025 [10:59am]

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.

About the team
Government Shared Services (GSS) is a new division in DCS that is leading the way in streamlining processes and transactional shared services to allow our people to better focus on their customers and delivering their services.

We are developing and delivering a roadmap to leverage technology, streamline processes, replace legacy systems and deliver a consistent experience to more than 100+ agencies across 8 NSW Government Departments.

What you will do

• Lead the design and technical delivery of ICT continuous improvement initiatives, ensuring alignment with strategic objectives, security standards, and industry best practices.
• Manage vendor and suppliers' initiatives to drive performance and oversee technical governance to achieve business outcomes.
• Direct and develop the team, setting priorities and quality standards.
• Coordinate change management and end-user communications to enable smooth adoption of systems and processes.
• Monitor and analyse performance across processes, services, and applications to generate actionable insights that inform business cases and drive continuous improvement for the end users
• Drive automation and process optimisation, using tools to enhance efficiency and create positive customer outcomes.
• Engage and influence cross-functional stakeholders to resolve issues and deliver coordinated results.
• Operate within delegated authority, manage budgets, and escalate decisions impacting scope or outcomes.

About You

The successful candidate must demonstrate strong capabilities in:

• Leading technical delivery or solution architecture in large, complex environments.
• ICT service integration and automation, with hands on experience in platforms such as ServiceNow and PowerShell.
• Delivering customer-focused process optimisations for ICT Operations streams that resulted in measurable improvements in efficiency or customer satisfaction, preferably within the public sector.
• Vendor and contract management, including governance, compliance, and performance optimisation.
• Communication skills, with a strong ability to translate technical concepts for diverse audiences and negotiate positive outcomes.
• Strategic leadership and team development, with the ability to influence, inspire and maintain high standards across a dynamic team.
• Managing competing priorities while staying focused on delivering customer-centric outcomes.

What we need from you

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.

Please note that assessments will be conducted for this role. This involves submitting your application for review, an interview, workplace assessment and reference checks.

A talent pool may be created from this recruitment process for future temporary or ongoing roles with similar capability requirements

Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Michael Yoon 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: Thursday, 6 November 2025 [10:59am]

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