Senior Portfolio Advisor SNSW Grade: 9/10 - The package includes base salary ($130,705- $ 157,430), plus employer's contribution to superannuation and annual leave loading. Employment Type: Temporary full time until 30 June 2028 with possibility of extension Location : Sydney / Parramatta/ Gosford. In-office presence required as per DCS directive About ServiceNSW Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, we have successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork. Our customer-centric solution offers simpler and faster access to government transactions through our digital channels, a 7-day-a-week phone service and an expanding network of service centres. We currently partner with over 70 agencies to offer over 1,300 NSW Government transaction. About the team The Customer Care & Business Bureau (CCBB) division within SNSW is responsible for designing and delivering products and services that make it easier for people and businesses with complex needs to access NSW government support. The CCBB Program Delivery team leads divisional planning, project delivery, channel enablement and governance. We are seeking an experienced project and portfolio advisor to help shape and continually improve how SNSW customers experience multi-channel support for complex needs, using service design, customer insights and performance data to inform prioritisation and delivery. You will deliver of a portfolio of strategic projects, pilots and ongoing programs that bring the Service NSW Customer Care Strategy and Service Model to life across end-to-end customer journeys spanning frontline, digital and enabling teams. You’ll strengthen delivery capability, help set strategic priorities and influence senior decision-making. Your work will drive cultural and operational change and deliver measurable improvements to customer experience and outcomes. Your day-to-day •Drive a portfolio of strategic projects, pilots and ongoing programs that translate the Customer Care Service Model into practical delivery by applying service design methods across frontline and digital teams •Build strong, collaborative stakeholder relationships to support delivery, decision making, resolve issues and maintain alignment across teams •Monitor outcomes and impact, identify risks and issues early, and contribute to solutions that keep work on track •Prepare high-quality reports and updates for governance, SLT, agency partners and other stakeholders •Maintain portfolio tools and data to ensure accurate, transparent reporting on progress and outcomes. To be successful in this role you will demonstrate: •Experience coordinating or managing projects or programs in a complex, multi-stakeholder environment. •Strong organisational skills, with the ability to manage competing priorities and meet deadlines. •Ability to analyse data, identify trends, and use insights to inform decisions and improvements. •Excellent communication and relationship-building skills, with the confidence to engage with stakeholders at all levels. •A proactive, solutions-focused mindset with the ability to adapt to change and solve problems effectively. •Commitment to customer-focused service delivery and embedding customer insights into project outcomes. To Apply An up-to-date CV (max 5 pages) and a cover letter (max 2 pages) outlining how your knowledge, skills and experience are aligned to the role. In your cover letter please share your motivation for applying for this position and your relevant skills. Eligibility to Apply To be considered for roles in the NSW public sector, applicants must: •Be NSW residents or willing to relocate . •Hold appropriate working rights for the type of employment offered: -Ongoing (permanent) roles require Australian citizenship or permanent residency . -Temporary roles require valid work rights for the full duration of the role . More information is available in the PSC Essential Requirements Factsheet Salary Grade 9/10, with the base salary for this role starting at $130,705 base plus superannuation Click Here to access the Role Description . For enquiries relating to recruitment please contact Jyostna Channamadhvuni via jyostna.channamadhvuni@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: Monday, 25 May 2026 @ 9.59 am 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 jyostna.channamadhvuni@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
