Senior Project Officer

Department of Customer Service; Sydney; Hybrid; AUD 135,000 - 162,000; Full time

Job summary

Department of Customer Service in Sydney is seeking a Senior Project Officer to design and implement a new small business advisory program. You will contribute to senior-level strategic initiatives and work with diverse stakeholders across NSW to shape outcomes for local businesses.

The role involves leading scoping, stakeholder engagement, and governance activities, with a focus on delivering high-quality briefs and strategic advice to government executives.

Qualifications

• Experience of strategic program design and delivering integrated customer service models.
• Strong capability in customer-facing strategic program and policy delivery.
• Proven track record building productive relationships across government and external stakeholders.
• Solid problem-solving skills in fast-paced environments.
• Experience with contract management and procurement processes.

Responsibilities

• Lead inputs on scoping and shaping the new small business advisory program.
• Support internal and external stakeholder engagement and communications.
• Prepare high-quality briefings, reports and strategic advice for senior executives and government stakeholders.
• Lead governance activities and manage contracted advisory service providers.

Skills

Strategic program design

Stakeholder engagement

Government relationships

Problem solving

Contract management

Written & verbal communication

Policy & program awareness

Job description

Senior Project Officer

SNSW Grade:9/10 - The package includes base salary ranging from $134,626 to $162,153, plus employer superannuation contributions and annual leave loading

Employment Type:Temporary full time, up to June 2030

Location:Role is based in Sydney, with in-office and flexible work arrangements available aligned to the DCS workplace presence policy

About the team

The Customer Care and Business Bureau division within Service NSW is committed to providing meaningful, customer-centric experiences to individuals and businesses across New South Wales, including in times of crisis or natural disaster. This encompasses proactive and responsive delivery of services and support across our digital, in-person and telephone channels, with a focus on relationship-based,tailoredand localised services.

The Customer Care and Business Strategy and Policy teamcomprisesSmall Business Policy and Advisory Services, Emergency Management Advisory and Stakeholder Engagement functions. The team provides strategic advice on small business and is leading work to implement Government commitments for a new small business advisory program.

As part of this exciting initiative, the Senior Project Officer will join a dedicated project team responsible for shaping and delivering the new advisory program, helping create better outcomes for small businesses across NSW.

Your day-to-day

As a Senior Project Officer, you will play a pivotal role in the design and implementation of a new small business advisory program. Working in a dynamic and collaborative environment, you will contribute to key strategic initiatives that directly support NSW small businesses.

Key tasks will include:

• Leading critical inputs on work to scope and shape the new small business advisory program
• Providing key support on internal and external stakeholder engagement and communications
• Preparing high-quality briefings, reports and strategic advice for senior executives and government stakeholders
• Leading and driving governance activities and supporting the effective management of contracted advisory service providers

About You

We're looking for someone who is passionate about delivering meaningful outcomes and thrives in a fast-paced, complex environment.

To be successful in this role you will demonstrate:

• Experience of strategic program design, including developing integrated customer service models that deliver clear outcomes
• Strong capability in customer facing strategic program and policy delivery
• Proven track record in building andmaintainingpositive and productive relationships across Governmentagencies and external stakeholders
• Strong problem-solving skills, in a fast paced and complex environment
• Good experience of contract management and procurement processes
• Strong written and verbal communication skills
• Good awareness of policy and program responses for small business, or the ability to develop this awareness quickly.

Salary Grade 9/10, with the base salary for this role startingat $134626 base plus superannuation

Closing Date: Monday, 14 September 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, digitaltransformation, 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 embracingdifference, while the key to our success is leveraging the contributions of employees with differentbackgrounds and perspectives.

You can view our full diversity and inclusion statement here.

We provide adjustments to the recruitment process for candidates, including individuals with disability. If you require an adjustment during the recruitment process, including alternate formats or have questions about the support available, please contact Talent Operations on 02 8276 8130 or [e-mail].

For more information, please visit

Informationon some of the different types of disabilities

Information on adjustmentsavailable for the recruitment process

A talent pool may be created as part of this recruitment process and will be valid for up to 18 months. The talent pool may be used to fill future ongoing or temporary vacancies of the same or similar role.