Service Delivery Advisor at myCareer - NSW Government

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

19 Jul, 26

Salary

125720.0

Posted On

20 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Stakeholder engagement, ICT service delivery, Relationship management, Issue resolution, Escalation management, Communication, Problem-solving, Service improvement, Technical translation, Coordination, Reporting, Customer service

Industry

Government Administration

Description

Talent Pool - Senior Delivery Advisor Clerk Grade: 7/8 $113,574 - $125,720 plus super Employment Type: Ongoing and Temporary Opportunities Location: Mckell (Other DCS Location dependant on availability) - Hybrid opportunity. In-office requirement 2-3 days a week. About the Talent Pool We are creating a talent pool of high‑performing Senior Delivery Advisors for current and future opportunities across the organisation. By joining this talent pool, you’ll be considered for upcoming roles where you can play a key role in partnering with NSW Government agencies to deliver high‑quality ICT services. Talent pools may be used to fill ongoing and temporary roles as they become available 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. About the role As a Senior Delivery Advisor, you’ll sit at the heart of ICT service delivery, partnering with a portfolio of NSW Government agencies to make things happen. You’ll be the trusted first point of contact—building strong relationships, navigating complexity, and confidently managing issues and escalations to achieve positive outcomes. Working closely with internal ICT teams, you’ll connect the dots between agency needs and delivery teams, identify risks and opportunities for improvement, and drive better service experiences. Through clear communication, thoughtful coordination and proactive problem‑solving, you’ll ensure agencies feel supported, informed and confident in the services they receive. What you will do Act as the key point of contact for a portfolio of agencies, resolving issues and managing escalations Build and maintain strong relationships with agencies and internal stakeholders Work closely with internal ICT teams to coordinate responses and service delivery activities Identify risks, issues, and opportunities to support continuous service improvement Contribute to clear, timely communications and reporting to keep agencies informed and supported About You Confident communicator with strong stakeholder engagement skills Customer‑focused mindset with a commitment to positive service outcomes Able to manage competing priorities and navigate issues effectively Collaborative approach to working across teams to achieve results Practical and solutions‑focused, with the ability to explain technical matters in plain language Committed to continuous improvement in service delivery and customer experience How to apply If this role sounds like you please provide an up-to-date CV (max 5 pages) and a cover letter (max 3 pages) providing examples of how your knowledge, skills and experience are aligned to the focus capabilities of the role. What We Offer We have a hybrid work model (in-office and from home) with opportunity for flexible or condensed hours, with our offices always open to you balancing flexibility and connection Flexible leave so you can recharge and make time for what counts Much more than just a job, you can build a career here Access to health and well-being programs including Fitness Passport Salary Grade 7/8, with the base salary for this role starting at 113,574 base plus superannuation Click Here to access the Role Description. For enquiries relating to recruitment please contact Tiffany Martin via tiffany.martin@customerservice.nsw.gov.au. 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 4 May 2026 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 tiffany.martin@customerservice.nsw.gov.au 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

Responsibilities

The Senior Delivery Advisor acts as the primary point of contact for a portfolio of agencies, managing ICT service delivery and escalations. They are responsible for building strong stakeholder relationships, identifying service improvements, and coordinating with internal teams to ensure high-quality outcomes.