Advisory Services Team Manager

• Key leadership role within Sydney Water.
• Contribute to Sydney Waters internal service delivery team.
• Must be flexible across shift rotations.

An exciting opportunity has become available for a Team Manager- Advisory Services to join the Business Connect team within Sydney Water.

We are seeking a dynamic leader tooversee service delivery atBusinessConnectscontact centre. The role involves leading a multi-skilled team of advisors specialising inprocurement finance &purchasing and workplace services ensuring successful achievement of service delivery expectations and business outcomes.

Whatyoulldo:

• Lead a customer-centric contact centre team of up to 11 direct reportsprovidinghigh-quality advice information andassistanceto Sydney Water employeesand suppliers.
• Driveaccurateandtimelymanagement of multi-functional enquiries to meet service standards and ensure effective resolution.
• Forecast workload based on customer demand andallocateteam resources to handle variable enquiry volumes.
• Provide training and coaching to equip the team to confidently respond to diverse enquiries.
• Measure andmonitorteam performance against service standards and targets driving service improvement initiatives.
• Manage aged tickets and ensure proper use of service management tools (ServiceNow Maximo)andmaintain quality assurance of contact centre functions.

Whatyoullbring:

• Minimum of 5 years experience in contact/call centre operations and team management.
• Provenexpertisein tier 0 and tier 1 contact centre operations ideally in a shared service centre.
• Exceptional skills in people management communication stakeholder management and influence.
• Proficientinservicemanagement and knowledge management systems.
• Demonstrated success in driving process improvements in shared services with measurable results.
• Strong ability to build effective relationships with a diverse range of stakeholders and lead business partnerships.
• Experience in procurement and ServiceNowhighlyregarded.

Essential Requirements:

• You must be anAustralian CitizenorPermanent Residentat the time ofsubmittingyour application to be considered for this role.
• As part of the application process you will be asked to undergo background checks which includes a criminal history check and a medical assessment either online or in person.

Closing Date:Tuesday 7th April 2026.

For more information or to request an accommodation information you can contact

Dive into Our Great Benefits!

Competitive Compensation:Wellensure that your skills and contributions are valued and rewarded appropriately.

Hybrid Work Environment:We offer a hybrid work model that balances remote work and office collaboration supporting our teams productivity and well-being.

Continuous Professional Growth:We will invest in your career with leadership and development programs to propel your success.

24/7 Wellbeing Support:Access for you and your family to free and confidential mental health and general health support through our EAP portal.

Discounted Private Health Insurance:Unlock affordable access to top-tier health coverage with our discounted insurance plans.

Family First:Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance.

Fitness Passport:Achieve your physical fitness goals using our Fitness Passport granting you access to a multitude of gyms and pools across NSW.

Novated Leasing:Get in the drivers seat of your financial future with our novated lease options.

At Sydney Water we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers quality of life and safeguarding Sydneys future. We see the world is changing so we are changing too.

Our vision is to create better lives through world-class services and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydneyremainsone of the most iconic and liveable cities in the world.

We welcome and encourage applications from diverse backgrounds including First Nations people LGBTQIA people people with disability people with caring responsibilities people from culturally and linguistically diverse backgrounds and veterans.

As part of the application process Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information toestablishaLiveHiretalent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collectedin accordance withLiveHiresTerms PrivacyPolicyand Sydney Waters Privacy Collection Statement Job Application. Please see the position description for the roles full accountabilities.

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