Senior Operations Manager, Outsourced Services

About the role

A well-established services business delivering outsourced services under long-term contracts is looking for a senior leader to take full accountability for its largest client contract, which is delivered by a large operational workforce. This is an operational leadership role, not a sales role, and the position is office-based with one day of work from home after probation. The recruiter is handling the search on behalf of the client.

Key responsibilities

• Own the contract end to end, including delivery, performance and the client relationship, with full accountability for the results
• Act as the escalation point for contract and people matters, making risk-based decisions within delegated authority and escalating only what could seriously affect the contract
• Lead a small team covering contract management and people delivery, bringing both sides together so the contract runs as one
• Oversee a large award-based workforce, including workforce planning, recruitment, retention and training, through the team
• Handle complex people matters such as performance, conduct, WHS claims and Fair Work matters, deciding when to resolve them directly and when to seek further support
• Ensure contractual KPIs are met, particularly staffing levels and turnover, and act early when risks appear
• Build trusted face-to-face relationships with the client's operational and contract teams and represent the business at senior stakeholder meetings
• Step in when incidents or urgent client issues arise and spot opportunities for wider services to refer to the commercial team

Required profile

• Experience leading large, award-based teams in a 24/7 or shift-based operation such as a contact centre, operations centre or outsourced service contract, managing through team leaders or managers
• Experience running a service contract from the supplier side and being accountable for its KPIs, staffing levels and client relationship; public sector clients are an advantage
• Habit of being the final escalation point, making risk-based calls on people and contract issues
• Hands-on experience with performance, conduct, WHS and Fair Work matters
• Experience keeping a demanding client relationship on track through a difficult period

What we offer

• Base pay of $160,000 to $165,000 plus superannuation and an annual bonus
• Full accountability for the business's largest contract with direct access to the leadership team
• A lean, supportive business where decisions are made quickly and people tend to stay
• One day of work from home per week after probation