Senior Operations Officer

Organisation/Entity: Transport For NSW

Job category: Projects

Job location: Sydney, NSW, AU, 2020

Job reference number: 112367

Employment type: Permanent Full-Time

Salary range: $141678.0-$158677.0

You want a job that helps bring efficient and accessible transport services to millions of people.

Work in an organisation based on purpose, structure and process. You know that to make a meaningful contribution to our community and economy, there needs to be diligence in our operations.

In this role, you'll:

Join our Light Rail & Ferry Contracts Partnerships team, where you will support the delivery of safe, reliable and customer-focused light rail services across Sydney, working closely with operators and key stakeholders to monitor performance, respond to operational issues and improve service outcomes.

Your operational expertise will contribute to the management of service delivery, incidents, assets, environmental requirements and transport arrangements for major cultural and sporting events. You will use operational and performance information to identify emerging risks, address service issues and support continuous improvement across light rail operations.

You will:

• Monitor light rail service and asset performance to ensure operational requirements and customer needs are being met.

• Support the management of incidents, service disruptions and emerging issues within a live public transport environment.

• Work closely with light rail operators to address performance concerns, operational risks and areas of non-compliance or suboptimal service delivery.

• Analyse operational data to identify trends, forecast risks and recommend practical improvements.

• Prepare accurate reports, analysis and advice for senior leaders on service performance, operational issues and opportunities for improvement.

• Coordinate light rail service delivery requirements for major cultural and sporting events across Sydney.

• Build collaborative relationships with operators, industry representatives, government agencies and internal teams to achieve safe and reliable customer outcomes.

• Support the timely escalation and resolution of complex operational and performance matters.

• Contribute to continuous improvement initiatives that strengthen service reliability, transparency, efficiency and value for money.

• Support the day-to-day management of operator contracts, including maintaining accurate records and preparing correspondence relating to service performance and contractual requirements.

This is a permanent, full-time position offering hybrid working options from our Elizabeth Street Sydney office. Due to the nature of this role, the successful candidate will be required to attend site locations across Sydney on occasion.

For more information on this position and business unit, view the role description and information pack.

About you

You are an experienced operations professional with a strong understanding of service delivery, performance management and incident management within a public transport or similarly complex operational environment. Your ability to monitor live operations, identify emerging issues and coordinate effective responses enables you to support safe, reliable and customer-focused services.

Your analytical skills allow you to interpret operational and performance information, identify trends and risks, and prepare clear recommendations for senior leaders and stakeholders. You are comfortable working with detailed service and asset performance data and can translate your findings into practical actions that improve operator performance and customer outcomes.

You are a confident communicator who can build productive relationships with transport operators, government agencies, industry representatives and internal stakeholders. Your collaborative approach helps you work through competing priorities, address performance concerns and maintain momentum when managing complex or sensitive operational matters.

Your experience includes working with service providers or operators to monitor performance standards, resolve service delivery issues and support continuous improvement. Your exposure to contract management, commercial requirements or public sector governance will be valuable, although your operational experience and understanding of service delivery will be central to your success in the role.

You are proactive, resilient and comfortable operating with autonomy when managing day-to-day priorities. Your relevant qualifications or equivalent industry experience may be in business operations, transport operations, procurement, contract management, commerce, law or economics, and you have a willingness to travel when required.

Who we are

Transport for NSW provides a safe, integrated, and efficient transport system. We connect people, communities and industry every day.

Join us

Our workforce is as diverse as the community we serve. If you’d like further information on our inclusion and diversity initiatives, visit Transport careers.