Strategy Manager – NSW Department of Customer Service Full Time

Clerk Grade: DCS Clerk Grade 11/12 (The package includes a base salary starting at $145,378 – $168,130 plus employer’s contribution to superannuation and annual leave loading)

Employment Type: Temp Maternity cover for 11 months till 20th Oct 2025, full-time opportunity

Sydney based, Hybrid work culture

About you:

• In depth knowledge in the development and execution of ICT & Digital Strategies and Operating models
• Customer focused & detail orientated
• An agile practitioner, abreast of modern ICT & Digital technologies, patters and architecture
• Experienced in managing complex stakeholder relationships at strategic and operational levels

About the role:

Working as part of a small team at the centre of NSW government, you will engage with Agencies and Departments across the sector to help uplift their digital maturity through the development, implementation, and enhancement of ICT & Digital Strategies.

You will be well versed in the development of strategic plans and roadmaps, and able to coach and influence senior executives in building and maintaining Digital strategies to drive business value and clear outcomes.

Through extensive engagement with senior ICT & Digital leaders across NSW government you will form a deep understanding of their Digital maturity, focus areas and business drivers and use this insight to feed into the NSW Digital Strategy and roadmap refresh.

You will identify key stakeholders across agencies and develop strategic relationships with strategy teams and senior digital experts, maintaining a regular cadence of engagement to drive alignment with the missions outlined in the NSW Digital Strategy. Working with agencies you will identify new commitments supporting the strategy and case-studies which may be used to demonstrate the successful delivery of the strategy objectives.

Your main responsibilities will include:

• Manage the annual the refresh of commitments, case studies and progress updates for the NSW digital strategy
• Build and maintain strong relationships with strategy teams from across NSW
• Prepare and present accurate and relevant strategic plans, briefings notes, options papers and reports for the Executive to support informed decision making while adapting to changing priorities, and dealing simultaneously with a wide range of highly complex issues in a fast-paced and high-volume environment.
• Lead and conduct research and analysis in industry trends and customer needs, to develop and implement a business development strategy that contributes to innovation, increased service adoption and improves customer satisfaction and supports the evolution of the Branch and Digital NSW strategy.

Who we are:
We are uniquely positioned at the centre of government, able to provide insight, advice and influence through strategy, architecture, investment, assurance and transformation services. Driving digital change in NSW.

We are the front-door to Digital, working across all Departments and Government agencies to capture and align ICT & Digital strategies. We manage the Whole of Government investment pipeline, helping agencies navigate funding pathways and prioritising investments across the sector.

We help agencies deliver on their investment roadmaps, we give agencies and departments support in navigating the complexity of government and provide policy, tools, standards and guidance to create user-centred digital services, uplift their Digital maturity and provide Assurance to their product delivery. We celebrate the success of the digital products we enable, promoting, advocating and encouraging the adoption of horizontal government services.

Our Branch provides a catalogue of services to help Customers achieve their digital ambitions and signposts access to the wider services from Digital NSW. The Customer success team promote and encourage adoption of those services, providing simplified access and timely reporting of service performance. We advocate for funding for Digital investment supporting sector-wide uplift in Digital maturity.

Salary Grade 11/12, with the base salary for this role starting at $145378 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Swathy Mohan via swathy.mohan2@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.

Closing Date: 09:59 am, 10th Jan 2025

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.