Senior Client Services Lead

• Clerk Grade: 9/10 $129,464 - $142,665 plus super
• Ongoing Full-Time opportunity
• Location: Orange or Parramatta (Hybrid working available). Minimum 2-3 days per week in the office, subject to change in line with Department of Customer Service workplace policies.

About the team

Government Shared Services (GSS) is a division of Department of Customer Service that delivers essential shared services to more than 100 NSW Government agencies, supporting outcomes for the people of NSW.

Within GSS, the Client & Commercial Solutions (C&CS) branch strengthens governance, client engagement, service performance, commercial oversight and assurance, enabling reliable and effective shared service delivery across government.

About the role

Reporting to the Manager, Service Performance & Assurance, you will play a key role in shaping how services are delivered across GSS.

You'll work closely with internal teams and client agencies to strengthen service partnerships, improve visibility of performance, and support governance, assurance and Machinery of Government (MoG) activities that underpin high-quality service delivery.

Your day-to-day

• Build strong partnerships with client agencies and key stakeholders across government.
• Develop and maintain service agreements, service catalogues and performance frameworks that create clarity and accountability.
• Lead service performance reporting and provide insights that support informed decision-making and improved outcomes.
• Analyse data, identify trends and translate information into meaningful recommendations.
• Support Machinery of Government (MoG) changes, organisational transitions and service continuity activities.
• Coordinate stakeholders, dependencies, risks and approvals across complex initiatives.
• Contribute to audit, privacy and assurance activities, helping strengthen governance and compliance practices.
• Identify opportunities for service improvement and help drive continuous uplift initiatives.
• Promote consistent service standards, strong risk management and a positive client experience.
• Work collaboratively across teams to deliver practical solutions and achieve shared outcomes.

To be successful in this role you will demonstrate:

• Strong client service expertise, with the ability to balance diverse agency needs while supporting consistent, high-quality service delivery.
• Excellent communication and stakeholder engagement skills, building productive relationships and influencing outcomes across teams and agencies.
• Advanced analytical and problem-solving capability, interpreting data, identifying trends, and providing insights to inform decision-making.
• Technical proficiency, including experience with data analysis tools (e.g. Excel) and systems that support performance monitoring and reporting.
• Experience in performance monitoring, reporting and continuous improvement, evaluating service outcomes and identifying opportunities for uplift.
• Ability to coordinate and support complex work across multiple stakeholders, applying sound judgement to manage risks and maintain service integrity.
• A collaborative, proactive working style and ability to adapt in a dynamic environment.
• A demonstrated commitment to integrity, confidentiality, and ethical conduct.

How to apply

If this role sounds like you click the apply now button and include a resume (max 5 pages) and cover letter (max 2 pages) outlining how your skills and experience match the role.

Why join us?

This is an opportunity to influence how services are delivered across the NSW Government while building experience in service performance, governance, assurance, and organisational change.

You'll join a collaborative, high-performing team that values innovation, continuous improvement, and delivering meaningful outcomes for our clients and the people of NSW.

Ready to make an impact? We'd love to hear from you.

Salary Grade 9/10, with the base salary for this role starting at $129,464 base plus superannuation

For enquiries relating to recruitment please contact Tiffany Martin via tif•••••••••••@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.

A talent pool, valid for 18 months, may be created for this position and used to fill future vacancies.

Closing Date: Monday 29 June 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 tif•••••••••••@customerservice.nsw.gov.au.

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