Transport for NSW is the lead agency of the NSW Transport cluster. Our role is to lead the development of a safe, efficient, integrated transport system that keeps people and goods moving, connects communities and shapes the future of our cities, centres and regions.
We are responsible for strategy, planning, policy, regulation, funding allocation and other non-service delivery functions for all modes of transport in NSW including road, rail, ferry, light rail, point to point, regional air, cycling and walking.
We focus on improving the customer experience and contract public and private operators to deliver customer-focused transport services on our behalf.
We also lead the procurement of transport infrastructure and oversee delivery through project delivery offices and industry delivery partners.
Evolving Transport
Transport for NSW is delivering an unprecedented $57.5b investment into a truly game changing Future Transport strategy. We are also evolving, bringing together new and existing transport modes, cutting edge technologies and getting smarter at how we do it. We are changing to deliver more connected journeys, greater satisfaction and safer transport for our customers, both now and for the future.
The Division
The Customer Strategy & Technology division is focused on creating the future of mobility in NSW, and shaping a world-leading transport system for our customers and communities.
The Opportunity
As the Senior Manager Service Delivery, you will oversee and manage a team providing operational governance of all technology service providers within the Branch.
This role will affirm compliance with operational service delivery commitments and ensuring Transport’s requirements and services are delivered effectively, meeting or exceeding performance requirements and achieving customer requirements.
What you will be involved in
The successful applicant will manage supplier performance, including the review of service delivery related reports, escalation of material performance breaches, performance updates, monitor and review of compliance with contracted obligations and other performance indicators to ensure issues and improvement opportunities are addressed. Other key accountabilities include:
- Monitoring provision of supplier and internally delivered services and underpinning business requirements and demands by providing input, assistance, and guidance to govern service delivery performance and ensure high-quality outcomes.
- Developing and monitoring strategies to promote a customer-focused culture between the Agency and supplier/s to ensure continuous improvement in cost-efficient and reliable services.
- Monitoring customer satisfaction ratings to identify emerging issues and to implement remedial action.
- Providing operational governance that delivers day-to-day operational oversight that enables TFNSW to execute upon its seamless customer experience across all customer channels and touchpoints
- Providing 24 x 7 operational support, escalation management and coordination of incident and crisis management.
- Managing vendors and internally delivered services to ensure commitment to Service Management plans and drive adherence to delivering on contracted KPIs, service levels, and service improvement initiatives
About you
Your proven ability to manage supplier performance will be evident throughout your career, and you’ll have experience in conducting service delivery reviews, escalating material performance breaches and providing performance updates. You know the customer is key, and can manage customer expectations in a service delivery environment with competing priorities, as well as ensuring compliance with a consistent and strategic approach when aligning systems and solutions to meet business requirements. Your understanding of technology coupled with great communication skills will ensure your success in this role.
Want to know more?
Please click here to view a copy of the role description. For any enquiries, please email: Steph John on Steph.John@transport.nsw.gov.au.
Salary and Benefits
Transport Grade TSSM.
Our Commitment to Diversity
Great people come from all walks of life. At Transport for NSW, we are committed to creating a diverse, inclusive and flexible workforce which reflects the community and the customers we serve. We actively promote gender diversity in our workplaces, the employment of Aboriginal and Torres Strait Islanders and the employment of people with a disability. We welcome and encourage applications from all people regardless of age, gender, ethnicity, cultural background, or sexual orientation. If you need an adjustment in the recruitment process, please call/text or email the contact person for this role.
How to apply
To apply for this position, please submit a resume and address the questions in the application.
Close date: 11:59pm, Sunday, 6 December 2020.
