Advisory Services - Team Manager

• Key leadership role within Sydney Water. 
• Contribute to Sydney Water’s internal service delivery team. 
• Must be flexible across shift rotations. 

An exciting opportunity has become available for a Team Manager - Advisory Services to join the Business Connect team within Sydney Water. 

We are seeking a dynamic leader to oversee service delivery at Business Connect’s contact centre. The role involves leading a multi-skilled team of advisors specialising in procurement, finance & purchasing, and workplace services, ensuring successful achievement of service delivery expectations and business outcomes. 

What you’ll do:  

• Lead a customer-centric contact centre team of up to 11 direct reports, providing high-quality advice, information, and assistance to Sydney Water employees and suppliers. 
• Drive accurate and timely management of multi-functional enquiries to meet service standards and ensure effective resolution. 
• Forecast workload based on customer demand and allocate team resources to handle variable enquiry volumes. 
• Provide training and coaching to equip the team to confidently respond to diverse enquiries. 
• Measure and monitor team performance against service standards and targets, driving service improvement initiatives. 
• Manage aged tickets and ensure proper use of service management tools (ServiceNow, Maximo), and maintain quality assurance of contact centre functions. 

What you’ll bring: 

• Minimum of 5 years' experience in contact/call centre operations and team management. 
• Proven expertise in tier 0 and tier 1 contact centre operations, ideally in a shared service centre. 
• Exceptional skills in people management, communication, stakeholder management, and influence. 
• Proficient in service management and knowledge management systems. 
• Demonstrated success in driving process improvements in shared services with measurable results. 
• Strong ability to build effective relationships with a diverse range of stakeholders and lead business partnerships. 
• Experience in procurement and ServiceNow highly regarded. 

 Essential Requirements: 

• You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. 
• As part of the application process, you will be asked to undergo background checks which includes a criminal history check and a medical assessment either online or in person.  

Closing Date: Tuesday 7th April 2026.

For more information, or to request an accommodation information, you can contact priscilla.dahdah@sydneywater.com.au 

Dive into Our Great Benefits! 

Competitive Compensation: We’ll ensure that your skills and contributions are valued and rewarded appropriately.  

Hybrid Work Environment: We offer a hybrid work model that balances remote work and office collaboration, supporting our team's productivity and well-being.  

Continuous Professional Growth: We will invest in your career with leadership and development programs to propel your success.  

24/7 Wellbeing Support: Access for you and your family to free and confidential mental health and general health support through our EAP portal.  

Discounted Private Health Insurance: Unlock affordable access to top-tier health coverage with our discounted insurance plans.  

Family First: Prioritise your family with up to 18 weeks of fully paid parental leave and a generous childcare allowance.  

Fitness Passport: Achieve your physical fitness goals using our Fitness Passport, granting you access to a multitude of gyms and pools across NSW.  

Novated Leasing: Get in the driver's seat of your financial future with our novated lease options.  

At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. 

Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world. 

We welcome and encourage applications from diverse backgrounds, including First Nations people, LGBTQIA+ people, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans. 

As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms, Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application. Please see the position description for the role’s full accountabilities. 

Please see Job Profile for the role’s full accountabilities.