Job Description

You can create a unique and lasting impact on our people.

Here's your chance to design and deliver efficient, customer-focused services that also enhance accessibility, sustainability and overall quality of living for more people than you've imagined.

In this role, you'll:

Lead end to end integration and customer readiness for a defined portfolio of projects, programs, and service changes, ensuring customer and place outcomes are embedded from early planning through delivery and operational handover.

As the Manager, Integration & Customer Readiness, you will translate established Integration & Customer Readiness (I&CR) frameworks into actionable portfolio plans, provide authoritative input to feasibility and design decisions, and ensure readiness outcomes are achievable, traceable, and supported by robust evidence.

You will operate as the portfolio “front door” for integration and readiness, fostering structured collaboration across Customer Touchpoints, Assets and Systems (CTAS), resolving trade offs within delegated authority, and escalating systemic risks to enable timely and informed decisions.

The Manager Integration & Customer Readiness will also be responsible for:

• Owning portfolio level integration and readiness outcomes across Gates 0–6, applying I&CR methods and designing management frameworks to ensure customer requirements are validated, traceable, and operationally feasible.

• Providing authoritative input to early stage planning and decision making (Gates 0–2), including feasibility, options analysis, and cost benefit considerations for customer facing elements.

• Leading governance, risk management, and escalation for the portfolio, including facilitating forums, managing RAID and readiness assurance artefacts, resolving design and readiness trade offs within scope, and escalating systemic risks to the Senior Manager.

• Engaging and influence senior stakeholders and delivery partners, representing customer and operational perspectives in key decisions and maintaining alignment across diverse internal and external teams.

• Driving continuous improvement of I&CR practice, contributing to the development and refinement of frameworks, tools, and guidance, and capturing and embedding lessons learned across the portfolio.

• Leading and coaching Integration & Customer Readiness Specialists (Grade 8), ensuring consistent application of standards, high quality artefacts and evidence, and continuous improvement through lessons learned.

This is a permanent full time position offering hybrid working options from our Elizabeth Street, Sydney office.

*If you have previously applied for this role, there is no need to submit another application.

For more information on the role and business unit, view the and information pack

About you

You have tertiary qualifications or demonstrated, relevant, equivalent professional background and extensive experience leading design scope integration through planning, readiness or delivery activities across complex portfolios in large organisations.

You have proven experience leading multi disciplinary teams across complex project or program environments, ideally in transport, infrastructure, or customer focused services.

You have a strong understanding of customer outcomes planning, design, operational readiness, and integration across the full investment and delivery lifecycle.

You are confident applying governance frameworks (e.g. RACI, RAID, readiness checkpoints) to manage risk, dependencies, and evidence based decision making.

You demonstrate experience resolving planning, design and readiness trade offs within delegated authority, while knowing when and how to escalate systemic or cross program risks.

You demonstrate highly developed stakeholder engagement and communication skills, with the ability to influence outcomes without direct authority and maintain alignment in fast paced environments.

You are forward-thinking, self-motivated and adaptable, using your innovative mindset to embrace new ideas, technologies, and different ways to solve problems.

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