Job Description

Service Delivery Manager, Workforce Demand and Capacity

• Location – Parramatta (hybrid)
• Employment type – Temporary full-time up to 12 months
• Grade – Clerk Grade 9/10
• Salary – $133,348 pa - $146,945 pa plus employers’ contribution to superannuation and annual leave loading

Lead the workforce behind essential language services across NSW.

Drive workforce planning, demand forecasting and performance to ensure a skilled, sustainable and responsive interpreter and translator workforce. Using data-driven insights, you'll optimise workforce capacity, shape recruitment priorities and support the delivery of high-quality language services that connect diverse communities across NSW.

What you’ll do

Shape workforce capability and capacity to ensure high-quality, responsive and sustainable service delivery across NSW.

• Lead workforce planning and demand forecasting to align workforce capacity with current and future service needs.
• Analyse workforce, performance and service demand data to identify trends, risks and opportunities.
• Develop insightful dashboards and reports that support operational and strategic decision-making.
• Manage the performance, engagement and capability of a diverse pool of casual interpreters and translators.
• Drive workforce sustainability through recruitment planning, capability development and succession strategies.
• Partner with leaders and operational teams to optimise workforce allocation and improve service outcomes.
• Provide expert advice on workforce trends, panel sustainability and future capacity requirements.
• Identify and implement continuous improvement initiatives that enhance efficiency, service delivery and customer outcomes.

What we’re looking for

A strategic and data-driven workforce leader who thrives in a fast-paced operational environment and can turn insights into action.

• Demonstrated experience in workforce planning, service delivery, resource allocation, operational management or a related field.
• Proven ability to forecast demand, optimise workforce capacity and deliver outcomes in a high-volume or time-critical environment.
• Strong analytical skills, with experience interpreting data and translating insights into practical workforce strategies.
• Experience developing and leveraging dashboards, workforce metrics and performance reporting to drive decision-making.
• Exceptional stakeholder engagement and influencing skills, with the ability to build trusted relationships at all levels.
• Strong leadership capability, with experience coaching, motivating and managing diverse teams or workforce cohorts.
• A proactive and solutions-focused approach, with the ability to manage competing priorities and drive continuous improvement.

Why join us?

• Make a meaningful impact by helping deliver essential language services that support culturally and linguistically diverse communities across NSW.
• Influence workforce strategy and operational excellence in a role with state-wide impact.
• Join a collaborative, purpose-driven team dedicated to inclusion, innovation and service excellence.
• Enjoy flexible hybrid working arrangements, competitive salary and opportunities for professional growth and development.

Download the role description.

If you are viewing this ad in Seek and wish to apply via their portal, you will be required to either set up a profile or login via your existing Seek account.

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

Tell us about a time when you identified a workforce capacity risk or emerging demand trend. How did you use data and stakeholder engagement to develop and implement a solution?

• Targeted Question 2

Describe your experience leading workforce planning and performance management initiatives. How have you used workforce insights to improve service delivery, workforce sustainability and operational efficiency?

Applications close Saturday, 10 October 2026 at 11:59pm AEST.

Got a question?

For more information about the role or what it’s like to work for Multicultural NSW, please contact the hiring manager Rema Nazha via email rema.nazha@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/

The Welcome Experience

Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience

The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.