Change & Capability Manager Clerk Grade: 11/12 Annual Salary Range: $149,739 - $173,174 plus superannuation Employment Type: Temporary (up to 12 months), Full-time Location: Sydney CBD (weekly office attendance is required) About the Independent Review Office (IRO) The Independent Review Office (IRO) is an independent statutory office established under the Personal Injury Commission Act 2020. Led by Samantha Taylor Independent Review Officer, the IRO is supported by an expert team committed to improving outcomes for people injured at work or in motor vehicle accidents. Our statutory functions include: Finding solutions for people injured at work or in motor vehicle accidents who have complaints about their insurers. Managing and administering the Independent Legal Assistance and Review Service (ILARS). Conducting inquiries into matters connected with the operation of the Personal Injury Commission Act 2020, workers’ compensation legislation, and motor accident legislation. The IRO is undertaking a significant Change Management process to strengthen organisational capability, modernise functions and support high‑quality client‑focused service delivery. About the Role & Capabilities This is an exciting senior change management opportunity to lead and deliver end‑to‑end change initiatives during a transformative period for the IRO. Reporting directly to the Chief Operating Officer, the Change & Capability Manager will shape, guide and implement organisational change strategies that support our future direction. This hands‑on role requires a practical, collaborative and solutions‑focused professional with strong experience delivering change in complex environments ideally within government or regulated sectors. You will partner closely with internal stakeholders to understand organisational needs, uplift change capability, deliver clear communication and support high‑quality implementation of new ways of working. Key Accountabilities The Change & Capabilities Manager will be responsible for: Develop end-to-end change communication, impact, change readiness, training needs and deployment plans to support an organised transition to the future state operating model. Create and execute change management plans to consult, engage and inform stakeholders throughout the transition and implementation activities resulting in higher engagement and smoother adoption of change initiatives. Contribute to the design and implementation of the future state operating model, providing expertise across consultation, transition and organisational design processes, to ensure the model is fit-for-purpose, aligned to strategic priorities and delivers improved organisational efficiency. Drive cultural change initiatives using contemporary best practices to uplift organisational capability, fostering agility, collaboration, and innovation to enhance service delivery and improve employee experience. Promote a continuous learning culture focused on customer centricity, digital and data literacy, innovation, and future-focused engagement to enable the organisation to achieve its strategic objectives resulting in increased workforce capability and readiness for future demands. Design, deliver and oversee action plans and strategic initiatives that drive organisational transformational and cultural change aligned to current and future needs ensuring these initiatives contribute to improved organisational performance. Build and maintain collaborative networks through effective communication, negotiation, and issues management, strengthening stakeholder relationships and improving alignment, trust and cooperation across the organisation. Prepare, present and oversee the development of strategic documents including briefing notes, submissions, presentations, and reports, and strategic papers to support informed decision-making. About You To succeed in this role, you will bring: At least 5 years’ experience delivering transformational or complex organisational change. Strong knowledge of contemporary change management methodologies and best practice. Demonstrated experience delivering end‑to‑end change, including analysis, planning, stakeholder engagement, capability uplift and communications. Outstanding written and verbal communication skills, with the ability to translate complex information into clear, accessible materials. A hands‑on, proactive approach and the ability to build trusted relationships with a wide range of stakeholders. The ability to manage competing priorities, work both independently and as part of a team, and adapt quickly in a dynamic environment. A collaborative mindset, strong judgement and the confidence to provide high‑quality strategic advice to senior leaders. How to apply Please submit an up-to-date resume and a cover letter (maximum 2 pages) outlining: Your relevant background and experience Your capability against the key accountabilities Why you are interested in this 12‑month opportunity This is not a comparative process, a talent pool will not be created Salary Grade 11/12, with the base salary for this role starting at $149,739 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Meg Rapley via Meg.Rapley@customerservice.nsw.gov.au. Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Thursday 12 February 2026 at 9:59am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here . We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact Meg.Rapley@customerservice.nsw.gov.au or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process
