- Use your strategic thinking and incident management skills in this key role
- Act as incident controller for emerging day of operation issues and be the focal point for our response
- Exciting role where no two days are the same and you will make a real difference --by reducing customer and environmental impact
About the Role
This position will play a key leadership role in our Customer Hub, overseeing 24/7 service operations, incident management, and the coordination of complex customer, environmental and stakeholder issues. You’ll act as controller for significant incidents - providing escalation guidance and driving solutions that maximise service reliability and protect the environment. Use your decision-making skills to leverage data, technology, and, with a strong operational focus, ensure compliance with service, safety, and regulatory requirements.
Please note this role will require shift work and -operates on a roster ensuring 24/7 coverage within the team. (do we need to state this here as it is repeated in the about you section)
Key Responsibilities
- Enhance customer experience by effectively directing and coordinating -fault response operations from the Customer Hub
- Serve as the incident controller and key escalation point, ensuring timely and proactive resolution of service issues
- Oversee service and maintenance activities across water, wastewater, recycled water, and stormwater networks
- Leverage technology and data to support situational awareness, manage risk, and drive operational performance
- Ensure compliance with Operating Licence, Environmental Protection Licence, and regulatory requirements
- Lead and support Customer Hub staff, fostering a strong culture of safety, wellbeing, and high performance
- Contribute to business continuity, continuous improvement, and cross-functional initiatives
- Build and maintain strong relationships with internal teams, partners, regulators, and key stakeholders
About You
In addition to a degree qualification in engineering, science, commerce, management (or have equivalent experience), you will ideally have:
- 7–10 years’ experience in utility asset or customer operations, including complex stakeholder management, incident management, and leadership in high-volume environments.
- Well-developed strategic thinking abilities and a broad understanding of water industry trends and systems.
- Strong decision-making, communication, and relationship-building skills.
- Ability to manage service risks and balance service, cost, and environmental outcomes.
- Advanced operational management, process improvement, and emergency/incident management experience.
- Familiarity with technology tools such as Maximo, CRM, SCADA, geospatial systems, and communications platforms.
This role requires 24/7 shift work, and the chosen candidate must join the shift roster. The schedule will be shared ahead of time and adjusted within the team, if possible, to meet individual needs.
Does this sound like you? Apply now. Closing date: Sunday 31st May 11.59 AEST
We support you through the application process and can modify as needed – let us know what you need. For more information, you can contact TA Partner marc.evans2@sydneywater.com.au
Please see the job profile for the role’s full accountabilities.