Director Service Management

• EOI - Exciting opportunity to drive service improvement across our department
• Temporary full-time opportunity until August 2026, NSW location negotiable
• TRP starting at $231,238 including superannuation, commensurate with experience

About the Role

As Director Service Management, you will lead the many broad teams across Service Management, ensuring the delivery of high-quality ICT and digital services across the Department of Planning, Housing and Infrastructure (DPHI), its stakeholders, and the broader community. This pivotal role is responsible for shaping a contemporary, best-practice service function that drives both strategic and operational planning, robust governance, and performance measurement. Your leadership will ensure that digital and information technologies are fully aligned with DPHI's objectives, supporting the department's vision to create vibrant, productive spaces and deliver affordable, diverse housing for NSW.

You will champion a client-first culture, fostering a value-driven approach to service delivery that continuously elevates client satisfaction. The role requires you to develop and implement innovative service delivery strategies, frameworks, and governance systems, ensuring optimal outcomes for a diverse range of stakeholders. You will be accountable for managing complex relationships with internal and external service providers, overseeing risk, and ensuring that all digital services are delivered efficiently, cost-effectively, and in compliance with government and business standards.

About You

You are a strategic leader with extensive experience in service management within large, complex organisations. Your expertise spans the full spectrum of service management, from operational excellence to the development and implementation of best-practice frameworks. You are adept at navigating complex stakeholder environments, providing expert technical advice, and influencing decision-making at the highest levels. Your ability to lead cross-functional teams, manage risk, and drive continuous improvement is matched by your commitment to delivering tangible outcomes for both the organisation and the communities it serves.

Your credentials include an IT degree or equivalent experience, with recognised certifications such as ITIL and/or SIAM. You are known for your resilience, integrity, and ability to communicate complex information with clarity and impact. You thrive in dynamic, high-pressure environments, demonstrating advanced capabilities in collaboration, negotiation, and project management. Above all, you are passionate about public service and committed to building a world-class digital function that underpins the success of DPHI and the prosperity of NSW.

Key knowledge and experience

• Extensive experience in leading service integration and management teams in large and complex organisations
• Experience working in a Service Management operating environment
• Is fully familiar with recognised industry bodies of knowledge both generic and specific 

Essential requirements

• IT degree and/or equivalent relevant experience.
• Certified ITIL and or SIAM.

For more information read the full Role Description:  Director Service Management

About us

The Department of Planning, Housing and Infrastructure (DPHI) improves the liveability and prosperity of NSW. 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 December 9th 2025 at 11:55pm

Should you require further information about the role please contact Alex underwood A/ Talent Acquisition Partner via email at

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 adjustments that 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 ​ - 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.