Service Performance Manager

About us

Sydney Metro is Australia's biggest public transport project and first fully-automated metro rail network, connecting customers and transforming the way Sydney travels. Our new generation of driverless trains are fast, safe and reliable, and link with Sydney's existing public transport network to provide seamless journeys. Our 46 state of the art, fully accessible metro stations and precincts are designed to meet the evolving needs of our customers and communities.

With the Northwest line already in operation and works well underway on the City & Southwest, West and Western Sydney Airport lines, Sydney will enjoy a fully operational Metro network by 2030.

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About the team

The Sydney Metro Information & Technology (IT) branch sits within our Corporate Services division. Sydney Metro IT supports the needs of Sydney Metro's portfolio of transport infrastructure projects and the teams behind them. We deliver lifecycle management across digital, products/platforms, security and risk, customer experience, service management, application development and integration, architecture, and technology portfolio management.

We also play an important part in delivering the IT strategies that support Sydney Metro's goals as an organisation by identifying technology opportunities, now and into the future.

Our Engagement & Enablement team are responsible for driving business engagement and partnering, while also managing the 'business of IT' and supporting technology adoption

The opportunity

We have an opportunity for an experienced Service Performance Manager to join Australia's biggest public transport infrastructure program, reshaping transport solutions and making a genuine difference for the people of NSW.

The primary purpose of the role is to monitor and report on the service performance aspects of IT services. This includes reporting on key performance indicators, requirements, requests, benchmarking. These metrics inform IT leadership decision making and assist in managing business relationships.

The Service Performance Manager will be responsible for managing the delivery and implementation of a service performance monitoring framework to enable operational managers to manage vendor performance and communicating IT performance to Sydney Metro business customers. It role is also responsible to monitor KPIs and performance SLAs, understanding and identifying patterns in under performance by vendors.

This opportunity is for a 2-year fixed-term contract.

Please click to view a copy of the role description.

About you

In order to succeed in this position, you'll be data-driven, detail-oriented with a passion for service excellence and delivery. You'll leverage your experience in planning and performance enhancements and bring a problem-solving mindset.

You'll have demonstrable experience working within operational environments responsible for critical business services. Your background in procurement/operations/finance will ensure you understand how to monitor and manage service governance and risk, oversee our managed service portfolios, SLAs and vendor obligations under contract.

You'll be adept at designing and developing governance & reporting collateral and comfortable preparing and presenting your analysis and reports to senior executives

Salary and Benefits

This is a Transport Services Grade 9 position ($142,178 - $159,238 per year, plus superannuation and leave loading)

For more information on the benefits of working with Sydney Metro read our .

How to apply

To apply for this position, please submit a resume and answer all questions within the online application process.

Applications close at 11:59pm, Tuesday 6th December 2022

We're an inclusive and flexible workplace

Here at Transport, we want our workforce to reflect the communities we serve by being an inclusive, diverse and flexible place for all our people.

We offer a range of flexible work and leave options for our people. These options depend on your role and the work you do. Some of the ways our people work flexibly include a hybrid mix of virtual and in-person collaboration, staggering work hours, or even allocating extra hours worked towards a day off from time to time. We also offer more structured flexible agreements like part-time work, and tailored hybrid options for people who live regionally. We're proud to be recognised as a FlexReady Certified employer, a Family Inclusive Workplace and winners of the 'Best Remote Work Strategy' at the Australian HR Awards 2022.

We want to ensure that employees living with disability, as well as those providing care, are supported. Visit to learn more about our initiatives and requesting recruitment and workplace adjustments.

Please contact the Talent Specialist if you'd like to arrange any adjustments to how you interact with us throughout the recruitment process or would like to discuss flexible work options.

For any enquiries, please email Joshua Ring at JOSH.RING@TRANSPORT.NSW.GOV.AU.

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