Regional Manager – Sydney Metro and NSW Regional
Salary: Service NSW Grade 12 ($183,306 - $195,248, plus employer's contribution to superannuation and annual leave loading)
Location: Sydney Metro and NSW Regional
Employment Talent Pool/Full time/Ongoing
Please note: this recruitment will be used to create a talent pool for the specific locations
About the opportunity:
As the Regional Manager you will lead a team of Service Delivery leaders, to ensure efficient delivery of services to the customers of NSW in accordance with the Service NSW vision, mission, and values.
The Regions encompassed are the following -
Sydney Central
Sydney North
Sydney South
Sydney West
Hunter Region
Western NSW
Northern NSW
Southern NSW
We are looking for an experienced and results-driven Regional Manager to oversee the operations of multiple Service Centres.
In this pivotal role, you will lead a high-performing team to deliver exceptional customer experiences, drive operational excellence, and ensure compliance with all regulatory and organisational standards.
As a key leader, you will:
- Shape strategy and performance across the service centres.
- Inspire and develop teams to achieve business goals.
- Champion customer satisfaction while maintaining operational efficiency.
If you are passionate about leadership, operational excellence, and making a measurable impact, we’d love to hear from you.
Key accountabilities
- Being accountable for performance across customer, people, business, risk, compliance and individual and people development plans
- Managing performance through people using a leader led approach which includes team building, coaching, succession planning, talent management formal and informal reviews and reward and recognition
- Leading a strong customer experience across the network ensuring all centres are taking a customer centric approach to their business
- Managing the overall business portfolio, through a strong profit and loss focus, ‘run your own business’ mentality, and strong focus on the business performance and KPIs
- Managing all aspects of risk and compliance across the area network (Operational Health Check)
- Becoming an active member of the local community and represent Service NSW at various community functions
- Assisting in maximising the efficiency of the network through continuous improvement and best practice sharing
You will be joining a friendly, fast-paced, dynamic and diverse team who is passionate about delivering world class customer service and community engagement.
We are an inclusive employer that fully supports flexible working and values our people for their diverse ideas, backgrounds and skills. We are committed to building a workplace that reflects the community we serve and welcome applications from everyone.
Opportunities this promising don't come around often. Don't let this one pass you by!
To be successful in this role you will demonstrate:
- Experience in organisational strategy.
- Leading leaders and teams, developing and implementing strategic plans and initiatives.
- Passion for delivering high level customer service strategies in a government sector or customer service delivery organisation
- Excellent written and verbal communication skills with the ability to interpret and cascade messaging.
About Service NSW
Service NSW NSW is the leader in providing customer service on behalf of the NSW Government and we are passionate about delivering a positive customer service experience. Our work is continually calibrated against core values of passion, teamwork and accountability to ensure our focus is always on the customer. Our agency is passionate about delivering first-class customer experience to all citizens across NSW.
Hours of work
Service Centre operating hours vary between locations. You can check the opening hours for each Service Centre Here.
The Service NSW Award hours are 6:30am – 7:30pm (Monday to Friday) and 7:30am - 3:30pm (Saturdays). In some situations, you may be required to work during these hours.
Hours are also subject to change based on the needs of the business.
Please note- Travel will be required between Service Centres in the regions
What we need from you:
Provide a cover letter and resume that shows your experience and how you meet the focus capabilities of the role (outlined in the Role Description).
Note - This is a comparative assessment process, a talent pool will be created from this recruitment.
Closing Date: Friday 22nd August 2025 @(9.59am)
For recruitment related enquiries please contact Bryan.Kreltszheim@customerservice.nsw gov.au
Click Here to access the Role Description.
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.
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 Bryan.Kreltszheim@customerservice.nsw.gov.au or 02 9494 8351.
For more information, please visit
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Information on adjustments available for the recruitment process