Job Description

You can influence outcomes and meet diverse and complicated challenges.

Join us as the Director Service Recovery and play a key role in leading the delivery of a safe, efficient, and reliable rail network for the people of NSW.

In the Director Service Recovery role you will provide direction and lead the service recovery team, which is responsible for managing the effective and safe operation of the network and the recovery of network, systems and services to a stable and effective state following rail network maintenance, incidents, emergencies and events that impact network performance and customer journeys.

In this role you will:

• Lead a multi disciplinary team in a fast paced, high pressure environment.
• Lead the service recovery function through the establishment and maintenance of robust governance frameworks, systems and processes that enable the efficient and safe operation of services across the NSW rail network.
• You bring extensive and demonstrated operational driving continuous improvement within a rail environment or equivalent industry based operational function.
• Ensure the service recovery and alternate transport plans are cascaded to customer facing frontline teams, station staff and train crew and passengers through the various customer channels with timely and consistent messaging.
• You understand operational decision making, can stay calm under pressure and can recover a service quickly.
• Strong stakeholder management and collaborate with internal stakeholders to achieve strategic and operational performance objectives.

For more information on this position and business unit, please view the and information pack

About You

• You bring extensive and demonstrated operational experience in driving continuous improvement within a rail environment or equivalent industry based operational function.
• You bring extensive knowledge and experience in rail operations and operational risk.
• As a good problem solver, you understand a command and control structure, and bring a strong understanding of customer orientation and the operational demands that come with operational service delivery.
• You understand operational decision making, can stay calm under pressure and can recover a service quickly.
• You bring experience in a senior leadership role within a rail operations environment, and have demonstrated experience leading the delivery of transformational change and capability uplift.
• As a member of the Incident Management & Service Recovery leadership team, provide expert input into planning, design, and execution of service delivery ensuring alignment with organisational strategy and best practice.

Who we are

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

At Sydney Trains, our rail services keep Sydney moving by putting our customers at the centre of everything we do. We work with our local communities to deliver safe, timely and efficient rail services 24 hours a day, seven days a week.

Our trains and network are evolving to meet the needs of our customers now and well into the future. We’re continuing to integrate technological innovations that help us deliver a smarter and more sustainable network.

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

Flexible work options may be available. Learn more via Flexible work options and policy

Apply today

Applications close at 11:59 PM on Wednesday 4th March 2026.

For more information about this role, please contact ALEX.BURR@TRANSPORT.NSW.GOV.AU.

Aboriginal people and people living with disability are supported throughout the recruitment process and at work, and we encourage you to apply. Visit Supporting Aboriginal People or Supporting People with Disability for more information or speak to your talent team member to arrange any adjustments to how you interact with us.

Learn more about how to apply via Our recruitment process | Transport for NSW

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