Job Details
  • Reference375342B_1622772088
  • LocationCanberra
  • Job TypeContract
  • Posted12 days ago
  • ConsultantLeanne Porter

As one of the Australia's largest providers of human resources solutions, Chandler Macleod has a proven track record of unleashing potential in people and companies. For over 40 years Chandler Macleod's recruitment business has connected leading-edge projects and employers with outstanding business professionals.

Our Federal Government client is seeking to engage an APS6 Operation Support Manager on a contract for 12 months with potential extension 2x6 Months.

Duties & Responsibilities:

  • Lead a small team of APS and contracted workforce to
  • Oversee the contract operations delivered in the contact centre, including 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 regularly to ensure operational implementation of services as agreed in the contract and implementation of subsequent change requests.
  • 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 is 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.

Skills & Experience:

  • Experience in Service Delivery environments
  • Experience in managing contract reporting, budgets and maintaining documents and records management.
  • Manage more sensitive and difficult problems relating to the delivery of the client contract.
  • Liaise with internal and external stakeholders to ensure positive customer outcomes in escalated cases.
  • An understanding of policy and program management.
  • Highly developed communication skills (both verbal and written).
  • Ability to prioritise and effectively manage competing deadlines.
  • Able to work with limited direction and to achieve results in a fluid and agile environment.
  • Details and results oriented with a keen attention to detail for ensuring that all service agreements are met, and all aspects are performing up to standards

If you feel you are a suitable candidate submit your application by hitting "Apply for this job". Alternatively, you can call Leanne Porter on 02 6268 9926 or email for further discussion.