MNSW - Service Delivery Manager, Planning and Coordination

Service Delivery Manager, Planning and Coordination

• Location – Parramatta (hybrid)

• Employment type – Ongoing full-time, 35 hours per week

• Grade – Clerk Grade 9/10

• Salary – $133,348 pa - $146,945 pa plus employers’ contribution to superannuation and annual leave loading

Your role

Drive the planning and coordination of a dynamic language services workforce, ensuring high-quality interpreting and translation services are delivered across NSW. Combining operational leadership, workforce optimisation and stakeholder engagement, you will drive service performance, support team capability and help improve access to essential services for diverse communities.

What you’ll do

Coordinate and optimise language service delivery to meet client needs and operational priorities.

• Manage workforce planning and resource allocation across interpreting, translation and priority service channels.

• Monitor service demand, capacity, utilisation and performance to support effective operational decision-making.

• Coordinate court coverage, priority-site requirements and other critical service delivery commitments.

• Lead, coach and develop Team Leaders and staff to build capability and maintain high service standards.

• Resolve operational issues, service escalations and competing priorities in a fast-paced environment.

• Build strong relationships with government clients and stakeholders to support quality service delivery.

• Identify opportunities to improve processes, resource utilisation and service outcomes.

• Foster a collaborative, accountable and continuous improvement culture.

What we’re looking for

An experienced operational leader with a passion for service excellence, workforce optimisation and people leadership.

• Demonstrated experience in service delivery, workforce planning, resource allocation or operational coordination.

• Strong leadership skills, with experience coaching, mentoring and developing teams to achieve high performance.

• Ability to manage competing priorities and deliver results in a complex, high-volume or time-critical environment.

• Experience using operational and performance data to inform decisions and improve service outcomes.

• Excellent communication, stakeholder engagement and relationship management skills.

• Strong problem-solving and decision-making capabilities, with the ability to manage operational risks and escalations.

• Experience providing advice and recommendations to senior leaders and managing issues proactively.

• Qualifications in management, operations, service delivery or a related discipline, and/or equivalent experience, are desirable.

• Knowledge of language services, multicultural service delivery or government service environments will be highly regarded.

Download the role description.

To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.

We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.

What We Offer

We offer a variety of benefits, including:

• A challenging and rewarding career

• Flexible, autonomous work environment

• Competitive pay and conditions

• Training and development opportunities to build and maintain capabilities

• Health & Wellbeing and Employee Assistance Programs.

Want more information? Visit our website to see more information on https://multicultural.nsw.gov.au/

We do work that really matters

At Multicultural NSW you’ll be helping connect and unite people to develop resilient and welcoming communities. You’ll be supporting NSW to be the most successful multicultural society in the world.

Our work matters. We offer a range of rewarding career opportunities that allow us to promote cultural and religious diversity and social harmony.

Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!

Are you ready to join us?

Click apply, attach an up-to-date resume (maximum 5 pages) and a cover letter (maximum 3 pages) addressing the 2 targeted questions below with a brief outline on how you meet the requirements of the role:

• Targeted Question 1

Describe a time when you were responsible for coordinating workforce resources in a high-volume or time-critical environment. How did you balance competing priorities, optimise capacity, and ensure service delivery standards were maintained?

• Targeted Question 2

Provide an example of how you worked with key clients or stakeholders to resolve a service delivery issue or improve operational performance. What actions did you take, and what was the outcome?

Applications close Thursday, 1 October 2026 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Jelena Talic via email at jelena.talic@multicultural.nsw.gov.au

If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best (including an alternate method submission of the application), please call Poppy Sgro on 02 9765 3929 or via email at poppy.sgro@dcj.nsw.gov.au

Visit Recruitment adjustments on the DCJ website to learn more.

Inclusion and Diversity lies at the heart of how we recruit

We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.

To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.

Other Information

A talent pool may be created for future ongoing and temporary roles and is valid for a period of up to 18 months.

For more information visit Applying for DCJ jobs on the DCJ website.

Thank you for your interest in this role. We look forward to receiving your application.

To keep up with recruitment opportunities at DCJ, follow us on Facebook: www.facebook.com/CareersatDCJ/