Senior Product Manager

Senior Product Manager –Service NSW Digital Services

• SNSW Grade 9/10 - base salary from $130,705 to $157,430

• 1 x Ongoing Full-Time and 1 x 9 Month Temporary Full-Time position

• Location - Haymarket, Gosford or Parramatta - 2 days per week in office

Lead with Purpose. Build with Impact. Serve Millions.

Are you a strategic thinker, empathetic leader, and passionate problem solver?

Do you thrive in environments where collaboration, experimentation, and customer centricity drive real-world outcomes?

Step into a role where purpose meets progress. As part of the Digital Services Team at Service NSW, you'll help bring our 2030 vision to life. Improve access to government agency services, support frontline staff and improve the lives of over 8 million NSW residents. Through thoughtful innovation and collaboration, we're building a future where government services are delivered with ease, dignity, and efficiency.

About our team

You will be joining our collaborative and driven team, who thrive in using modern technologies and platforms which are leading the way with Product Management, Extreme Programming (XP), and User-Centred Design to ensure the customer is at the core of everything we do.

Our team is the driving force of digital transformation in NSW. By thinking smarter and adapting ahead of the curve, we are here to make a meaningful impact for the people of NSW. Together, we define change, and in doing so, we grow our diverse talent while building something to be proud of.

About the role

As a Senior Product Manager at Service NSW Digital Services, you will be the voice of the customer and define what success looks like. You will be balancing many different inputs and constantly making trade-offs. You will think big and work small.

You will work in a balanced team with Engineers, Designers and Product Managers. You will build data-driven and hypothesis-led customer experiences, which deliver against our business goals.

Your day-to-day

You will iterate your way to fulfil customer needs and provide value to them. Working across the whole product lifecycle you will be found needs-assessing, canvas-filling, story-mapping, stakeholder-managing and test-and-learning.

• Work to iteratively meet the needs of all of our customers and provide value across the whole product lifecycle

• Balance Service NSW and government goals, customer needs and technical feasibility to help design and ship products

• Define and own the product vision and strategy for your domain

• Conduct customer research and synthesize insights into actionable next steps

• Analyse data, outline success metrics and measure success across products

• Create and continuously prioritise a roadmap and backlog incl. user story writing

• Facilitate effective communication and decision-making even with imperfect information

• Work to proactively unify customers' experience across the product offering by engaging with other product teams

On your first day, you will have

• Product Management experience in a lean environment – you have successfully shipped digital products with a great customer experience

• Experience leading from within a product team – you engage and collaborate with diverse internal and external stakeholders to achieve shared understanding

• Ability to break down complex problems into actionable steps – you will think big and work small

• You have been responsible for and contributed to more than just product development

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required.

To be considered, please apply online with your Resume and a 2 - page Cover Letter outlining your suitability for the role.

Salary Service NSW Grade 9/10, with the base salary for this role starting at $130705 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson via

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: Friday 24th October 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 or

For more information, please visit

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process