Service Operator

You see the big picture, you’ve always worked on a grand scale, and now you’re ready to re-focus on grand impact.

Work in an organisation based on purpose, structure and process. You know that to make a meaningful contribution to our community and economy, there needs to be diligence in our operations.

In this role, you'll:

As part of the Command Centre team, you will play a critical role in ensuring the stability and availability of essential technology services across the organisation. The Command Centre operates 24 hours a day, 7 days a week, and this position requires participation in a rotating roster comprising 12-hour shifts, including days, nights, weekends, and public holidays as required.

Working within a fast-paced operational environment, you will be responsible for monitoring, coordinating, and managing critical technology incidents, driving service restoration, and maintaining operational visibility across complex business and technology services.

Provide end-to-end leadership and coordination of major incident management activities, acting as the central point of command for high-impact incidents to ensure the timely restoration of critical services and minimise business disruption. You will work closely with resolver groups, service providers, technical teams, and business stakeholders to drive incident resolution, manage risk, and maintain service stability across complex technology environments.

You will lead incident response efforts during critical service disruptions, facilitating effective collaboration, decision-making, and stakeholder engagement throughout the incident lifecycle. This includes establishing clear priorities, coordinating technical recovery activities, and ensuring accurate and timely communication to executives, business leaders, and operational teams.

Working closely with Service Delivery Managers and key stakeholders, you will ensure business impacts are clearly understood, expectations are effectively managed, and service outcomes are aligned to operational and customer needs.

In addition, you will leverage event monitoring and operational dashboards to identify emerging service risks, support early detection of potential incidents, and assist with the investigation and triage of technology issues before they develop into major service disruptions.

By correlating events, assessing business impact, and engaging the appropriate support teams, you will help drive proactive service management and improve operational visibility across the technology landscape.

You will also support and enhance ITIL service management practices, including Incident, Problem, Change, and Release Management, to improve operational resilience and drive continuous service improvement. This includes facilitating post-incident reviews, contributing to root cause analysis, identifying improvement opportunities, and supporting initiatives that reduce recurring incidents and strengthen service performance.

You will manage complex operational challenges, provide leadership during high-pressure situations, and support informed decision-making through effective escalation management, reporting, governance, and cross-functional coordination across critical technology and business services.

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

About you

You are an experienced Major Incident Manager, Service Manager, or IT Operations professional with a strong track record of leading the resolution of high-impact incidents within large and complex enterprise environments. You have a deep understanding of ITIL service management practices and are skilled at coordinating technical teams, service providers, and business stakeholders to restore services and minimise operational impact. Experience with event management, monitoring platforms, and operational observability tools will enable you to proactively identify service risks, support incident investigations, and enhance service reliability.

You remain calm and decisive under pressure, with the ability to lead incident bridges, drive accountability, and make informed decisions in time-critical situations. Your exceptional communication and stakeholder management skills enable you to engage confidently with technical teams, senior leaders, and executives while maintaining focus on customer and business outcomes.

You are proactive, resilient, and continuously seek opportunities to improve operational processes, strengthen service resilience, and enhance the effectiveness of major incident management practices. Through collaboration and leadership, you help organisations respond to disruption, learn from incidents, and deliver reliable technology services that support business objectives.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.  

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.

Flexible work options may be available. Learn more via Flexible work options and policy  

Apply today 

Applications close 11:59 PM Tuesday 21 July 2026

For more information about this role, please contact KAREN.LISTER@TRANSPORT.NSW.GOV.AU.

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

Learn more about how to apply via Our recruitment process | Transport for NSW 

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