Manager Service Delivery

Job Description - Manager Service Delivery (0000B4MP) Temporary Full-Time up to October 2026 Locations Parramatta and Sydney Olympic Park About us The NSW Police Force (NSWPF) is one of the largest police forces in the western world, with more than 20,000 employees, including more than 4,000 administrative employees who support the sworn officers that provide a range of law and order services 24 hours a day, seven days a week to the socially, geographically and culturally diverse community of NSW. About the role The Manager Service Delivery is responsible for the design and ownership of several Service Management processes including Problem Management, Change Management, Configuration Management, Knowledge Management and Service Level Management related to the NSWPF ICT portfolio. The role will manage day‑to‑day execution, quality and integrity of these processes and work cross‑functionally with ICT teams and key stakeholders. The role utilises analytical skills in dissecting complex problems and delivering clear recommendations. Responsibilities Design and ownership of Service Management processes (Problem, Change, Configuration, Knowledge, Service Level). Manage day‑to‑day process execution, ensuring quality and integrity. Collaborate with ICT teams and stakeholders to optimise service delivery. Analyze complex problems, develop and present recommendations. Lead initiatives to optimise IT services, coordinate incident response and maintain mission‑critical systems. Professional Growth & Impact Access career development opportunities within Corporate Services and Technology Commands. Drive technology and service delivery excellence directly supporting frontline policing and public safety. Operate under NSWPF’s Statement of Values and Code of Conduct. Make a tangible impact on community safety through technology leadership and innovation. What we can offer you Flexible work options. Opportunity to purchase leave. Annual leave loading. Corporate wellbeing programs, including seminars and the Fitness Passport. Salary packaging options via superannuation contributions or a novated vehicle lease. Convenient location for public transport and shops. In‑house gym facilities (Parramatta). How to Apply Applications can only be submitted electronically via the I Work for NSW website. To be considered for this role, attach a cover letter (maximum 2 pages) and an up‑to‑date resume that clearly details your skills and experience as relevant to this role. Do not attach copies of qualifications, certificates or documentation (other than what has been requested); you may bring these if called for interview. Answer each of the following Target Questions (500 words per question) in the text boxes provided or attach as a separate document: Target Question 1: How have you previously ensured governance and performance reporting for large‑scale managed services contracts, and what tools and processes did you use to drive continuous improvement? Target Question 2: Can you describe your experience managing service delivery in a multi‑vendor environment, particularly in alignment with ITIL practices and contractual service levels? Your application must stand on its own merits, and the completeness and relevance of your application will determine if you proceed through the selection process. Eligibility Permanent resident of Australia, or New Zealand citizen. Prior to commencement, the successful candidate will undergo a rigorous National Police (criminal history) Check and obtain and maintain a Security Clearance as determined by the NSW Police Force. Our Commitment to Diversity The NSW Police Force is a proud employer of a diverse range of people. We are committed to reflecting the diverse community we serve and creating an inclusive and respectful workplace for all employees. Differences are embraced, contributions are valued, and everyone has a sense of connection and belonging. We welcome people with diverse skills, experiences, perspectives, and backgrounds and encourage applications from Aboriginal or Torres Strait Islander peoples, and individuals who may identify as LGBTIQ, with disability, a culturally and linguistically diverse background, and people of all ages. If you identify as a person with disability and require further information on the role or you require specific arrangements to participate in the recruitment process, please contact the HR Diversity Team by email at If you identify as Aboriginal or Torres Strait Islander and would like assistance with your application, please contact the NSWPF Aboriginal Employment & Engagement team at This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months. For more information on applying for roles with the NSW Police Force click here. Thank you for your interest in this role. We look forward to receiving your application. Location Sydney Region – Sydney – Greater West Work Type Full‑time Number of Positions 1 Remuneration Total Remuneration Package: $196,275 pa. Package includes salary from $165,865 to $173,174, plus employer's contribution to superannuation of 12% and annual leave loading. Contact Matthew Tracey – Closing Date 07-Dec-2025, 12:59:00 PM Job Category Information and communications technology We pay respect to the Traditional Custodians and First Peoples of NSW, and acknowledge their continued connection to their country and culture. #J-18808-Ljbffr