Director Customer Services and Operation

Together we shape thriving communities public spaces places and economies.

• Customer-centric leadership role managing the strategic direction of customer services and operations across Crown land.
  
• EOI - Temporary full-time role until 30 June 2026
• Ideally based in Sydney or Newcastle to align with team location with flexible working supported.
• TRP from $233641 - $258587 including superannuation commensurate with experience
  
  

As the Director Customer Services and Operations you will lead the strategic direction and delivery of critical customer-facing services across Crown land including tenure operations and assurance land and road divestments and customer advisory services. This role is pivotal in driving operational excellence implementing business improvement programs and fostering a customer-centric culture to enhance service quality and efficiency.

You will oversee a diverse portfolio of high-volume transactional operations manage major government contracts and build long-term strategic partnerships to deliver on departmental outcomes and government priorities. With responsibility for a team of approximately 90 staff and a budget of $10 million you will ensure streamlined processes governance compliance and improved customer experience outcomes. Operating in a complex high-profile environment you will provide expert advice to senior executives and Ministers balancing commercial environmental and social objectives while delivering quality results on time and within budget.

For more information read the full Role Description.Director Customer Services and Operations

About You

You are an accomplished senior leader with a proven track record in driving operational reform and delivering customer-focused services within a complex high-volume environment. Your strategic mindset and ability to lead large teams enable you to set clear priorities allocate resources effectively and achieve outcomes aligned with government objectives.

You bring exceptional stakeholder engagement skills with the ability to build and maintain strong partnerships across government and community sectors. Your experience includes managing significant budgets and contracts implementing innovative solutions to improve service delivery and navigating politically sensitive issues with diplomacy and resilience. A strong communicator and influencer you excel in fostering a positive culture leading change and leveraging technology to enhance customer experience.

About Us

The Department of Planning Housing and Infrastructure(DPHI) improves the liveability and prosperity of NSW. To achieve this we: create vibrant productive spaces and precincts; manage lands assets and property effectively and deliver affordable and diverse housing. We strive to be a high-performing world-class public service organisation that celebrates and reflects the full diversity of the community we serve and builds the cultural capability of our department to improve outcomes with and for Aboriginal people communities and entities.

We are an inclusive and accessible workplace where your individual contributions are valued and where everyone is encouraged to feel a sense of connection and belonging. DPHI supports various employee affinity groups practices flexible working offers job share and workplace adjustments.

To Apply

If excited by the information above we look forward to receiving your application including a copy of your resume and cover letter expressing your interest and suitability for the role.

Applications close on Tuesday 27th January at 11:55PM

Should you require further information about the role please contact Claire Crisford Talent and Mobility Specialist via email at

A recruitment pool may be created for ongoing and temporary opportunities of the same role or role type that may become available over the next 18 months.

Looking for more information or assistance in applying

We encourage and support applications from people with disability. Please reach out to us to discuss any accommodations or adjustmentsthat may be needed during the recruitment process ensuring that you have every opportunity to showcase your talent skills and potential. Contact the Talent Team via or (02) - HR Support option 3 DPHI People Advisory option 1 and reference Request an Adjustment - Job Title and Reference Number.

If you are an Aboriginal or Torres Strait Islander check out our Aboriginal guide to applying for a role.