Regional Manager

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. 
Collaborator style. You thrive
in a supportive team environment. 
*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
 

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 or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process