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Director Service Delivery NSW Trains Sydney NSW 2000

  • June 5, 2024
  • (0)

NSW Trains

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Job type

  • Permanent
  • Full-time


Sydney NSW 2000

Full job description

Director Service Delivery

Organisation/Entity: NSW Trains
Job category: CEO & General Management
Job location: Sydney, NSW, AU, 2000
Job reference number: 94084
Employment type: Permanent Full-Time
Salary range: An attractive remuneration package

You can influence outcomes and meet diverse and complicated challenges.


Here’s your chance to design and deliver safe, reliable, customer-focused Public Transport services that also provide accessible, sustainable and overall quality of living for more people than you’ve imagined.


In this role you will lead a number of different functions for NSW Trainlink. First and foremost you will lead the team providing safe and reliable interstate rail and coach services across NSW into QLD, VIC, ACT and SA. Leading a multi-disciplined and geographically dispersed team you will be accountable for the effective response to all incidents (including environmental) and passenger service impacts in a 24/7 environment where stakeholder management and relationships are important for success. Ensuring the safety of both NSW Trainlink staff and passengers is a vital part of service delivery team.


You will be accountable for operational forward planning, rostering and scheduling functions in the ‘day of operations’ environment ensuring that there are sufficient resources available at all times in delivering passenger services.

As the key relationship holder with the maintainer of the NSW TrainLink rolling stock, you will demonstrate effective relationship and stakeholder management with executive members across Sydney Trains and TfNSW.


You will also be responsible for the leading the relationship with the employee representatives and enterprise agreement negotiations, fostering positive relationships with staff and union colleagues.


You will lead a ‘day of operations’ centralised control centre function that responds to both passenger and staff impacts in real time ensuring that passengers are provided connectivity in times of disruption.You will be responsible for responding to media requests and be experienced in responses to all mediums such as TV, radio and print.


You will be accountable as the holder of key executive and operational relationships with stakeholders across TfNSW, NSW, the ACT, South-East Queensland and Victoria ensuring the needs of NSW TrainLink are considered an supported.


For more information on this position and business unit, view the role description.


About You


You are an experienced and seasoned operational service delivery professional:


  • You will have demonstrated experience leading multi-disciplined and dynamic passenger service teams across large geographical areas.
  • You are experienced in delivering performance focused outcomes including safe and reliable services.
  • You possess a deep understanding and experience of highly industrialised and politically sensitive environments.
  • You will display advanced advocacy and interpersonal communication skills with an intuitive ability to understand and drive performance, productivity, and engagement via innovative approaches to deliver operational services.
  • You will bring Industrial Relations knowledge and experience allowing you to resolve disputes effectively through working closely and effectively with staff and employee representatives.
  • You will have experience operating in a regulated environment while having accountability for the operational relationship with the rail and coach regulator.
  • You will have experience in working in an Executive team across multiple functions
  • You will have demonstrated experience building, leading, motivating and setting strategic direction of very accomplished teams.
  • You will understand the balance of addressing passenger requirements whilst adhering to regulatory, policy, government and operational requirements.
  • You have the ability to articulate complex concepts and put forward compelling continuous improvement arguments and rationales to all levels and types of audiences.
  • You are experienced in building, leading, motivating and setting strategic direction of high performing teams.



Who we are


NSW TrainLink helps connect customers all over NSW and beyond. Our intercity and regional network of trains and coaches provide valuable links between regional and metropolitan centres across NSW and between neighbouring states and territories.


Our services support thriving regional communities and economies by helping people access the things that are important to them and by bringing visitors to our stunning regions. And it’s all thanks to our dedicated and passionate team from right across NSW, who work together to make more than 32.6 million customer journeys happen every year.


Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.


We offer a wide range of employee benefits, like our award-winning flexible and hybrid work options.


This role is hybrid-friendly, meaning you can mix in-person days at your team’s home base location with remote days.


What are you waiting for…? Connect with us. Apply now!


Applications close: 11:59 pm Wednesday 19 June 2024


For more information about this role, please contact ALEX.BURR@TRANSPORT.NSW.GOV.AU.


People living with disability are supported throughout the recruitment process and at work. Visit Supporting people with disability for more info or speak to your talent team member to arrange any adjustments to how you interact with us.


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