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APS 6 Operations Support Manager

Our Federal Government client is seeking an Operations Support Manager to join this busy Service Delivery Division who support a nationwide program promoting greater independence for older Australians.

They are seeking a driven individual who will be responsible for contract governance and assurance functions as well as the development of professional relationships with a broad range of stakeholders.

The Operations Support Manager will:

  • Oversee the contract operations delivered in a busy contact centre, including the monitoring of customer satisfaction and other key Performance Indicators agreed in the contract
  • Maintain a strong and positive relationship with the contracted service provider and their delivery partners
  • Facilitate contract governance meetings to ensure alignment between operational contract governance and overarching contract management governance
  • Ensure business continuity practices are in place as per the contract and that the managed service provider are escalating issues early and providing guidance on remediation
  • Work with the Quality and Assurance Team to identify and implement continuous improvement initiatives and develop supporting change request and lead related procurement activities where required.
  • Implement contract assurance functions and supporting reporting to inform governance and continuous improvement functions

To be successful in this role you will have experience of working in a service delivery environment within a leadership role. You will have led a team and managed complex contracts including reporting, budgets and records management. You will be a team player who is highly organised and able to prioritise and effectively manage competing deadlines.

If you would like additional information on this role please contact Kathryn on 0493 138 978 or email Kathryn.buttigieg@calleo.com.au 
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