About us

Transport for NSW keeps our State moving by providing safe, integrated and efficient transport systems. We put our customers at the centre of everything we do – and we do a lot. We connect people, communities and industry and manage how they use our road, rail and maritime networks and services, and even active modes like walking and cycling. The work we do connects the journeys you take every day.

We are a state government organisation made up of more than 28,000 people and we're in the middle of delivering the largest transport infrastructure program in Australia's history. We work across planning, policy and procurement, harnessing data and technology to develop smarter and more adaptive transport solutions.

That means job opportunities in metropolitan and regional areas right across NSW – you have the chance to be part of creating a lasting legacy that will benefit generations to come.

About IT at TfNSW

TfNSW’s IT group provides the tools, information and services that enable 30,000 employees to deliver a smart and efficient transport network. We bring the future to our people by delivering innovative solutions and minimising business disruptions, building an engaged and connected workforce through tech-enablement. This is an exciting time to join the team, with a committed annual investment of $700m for progressive technology projects including bots, apps, AI solutions, autonomous 3D mapping drones, cybersecurity and transforming cameras across our network.

The Division  

Corporate Services provide strategies, solutions and services that make our clients’ working lives easier, and their projects more efficient and effective.  

The opportunity

Transport for NSW are currently recruiting for an experienced Senior Service Delivery Analyst to join our Corporate Services Division. This is a permanent position, with the role being based out of our offices in Burwood with flexible working arrangements available.

The role manages the delivery of governance activities, ensuring high quality service delivery is maintained for internal and external customers and IT services are delivered within required timeframes.

The role oversees the governance of incidents, problems, changes, work orders and escalations to contribute to the delivery of business outcomes. It will also support business unit activities to effectively manage day to day IT operations.

What you will be involved in:

Act as a 24/7 escalation point to coordinate recovery from service interruptions, ensuring that technical resolution efforts are effectively coordinated, and incidents are resolved with minimal impacts to customers.

Act as primary point of contact for key stakeholders and provide effective and timely communications to the business on incidents and ensure service interruptions are appropriately validated and prioritized and impacts accurately captured.

Develop, implement, and ensure compliance with service delivery systems, methodologies and procedures.

Conduct root cause investigations and failed change reviews to identify and implement permanent corrective actions to improve stability.

Proactively monitor agreed SLAs to ensure that they are met on an on-going basis.

Identify potential IT risks, develop risk management plans, implement risk mitigation activities, and collate data with regards to service performance and availability.

Oversee the provision of reporting on the implementation of agreed service improvement plans and coordinate proposed actions.

About You:

To be successful in these roles you will need:

Solid network experience is preferred.

Appropriate tertiary qualifications or demonstrated, relevant, equivalent professional experience.

Demonstrated skill and experience in managing and delivering the delivery of IT services in a large, complex organisation.

Demonstrated ability to build and manage relationships with key stakeholders.

Strong problem-solving skills.

Demonstrate the five ways of leading behaviours to deliver organisational outcomes for our customers, our people, and communities for the greater good.

Balance the competing needs and expectations of stakeholders, given the range of different perspectives.

Manage relationships with multiple resolver groups and external providers, at various stages of incident, problem, service requests and escalations ensuring that the end-to-end resolution time meets business expectations.

Balance competing priorities while managing tight deadlines and limited resources.

Please click here to view a copy of the position description.

Salary and Benefits

The salary for this position is Transport Grade 8 ($120,423 - $134,872) per annum plus 10% superannuation and annual leave loading.

For more information on Employee Benefits at TFNSW please click here

How to apply ?

Please submit your resume and follow the application process.

Applications close: 11.59PM Wednesday 20th April 2022 

We are the community we serve

We are committed to being an inclusive, diverse and flexible workplace where differences are valued. We welcome people of all backgrounds, experience and abilities.

We enable our people to work in ways that work for them. Working virtually and from different locations including regional locations, staggering work hours and job sharing are just some of the ways our people can work flexibly.

Please contact the Talent Specialist below if you require any adjustments to be made to how you interact with us throughout the recruitment process or would like to discuss flexible work options. ​

For any enquiries, please email Aleni Feata at ALENI.FEATA@TRANSPORT.NSW.GOV.AU.

We’re certified as a Family Inclusive Workplace

Our flexible work practices and policies for parental leave, employee and family wellbeing and family care enable us to provide genuine support for our people to thrive at work and at home.

Apply today to register your interest!

Find out more about Transport for NSW at https://www.transport.nsw.gov.au/about-us.

Take a look at our application tips video series for plenty of great information on navigating and acing the application and recruitment process here at Transport.

Our COVIDSafe Measures Policy

All Transport for NSW workers are required to have:

appropriate evidence of being fully vaccinated with a TGA approved COVID-19 vaccine; or

an approved medical contraindication.

You will be required to show proof of your COVID-19 vaccination status or apply for a medical exemption prior to securing this role.

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