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Service Manager

  • Service Manager
  • Six-month FTC
  • Respected and purposeful organisation
  • End-to-end service management


Client Details

A leading provider of critical services to the Australian public, our client is recognised for bridging the gap between vital service delivery and technology. Recognised for having a strong, passionate and high performing team culture, our client offers a supportive and collaborative environment. 

Description 

The Service Manager will assist in the operational management of multiple vendors ensuring the service functions efficiently and delivers to its contractual outcomes.
 
Key responsibilities of this role include:
  • Overall operational responsibility for multiple service providers to ensure effective service delivery and support service optimisation
  • Tracking and reporting of performance to KPIs and management of service recovery and improvement initiatives
Core responsibilities below:
  • Confirm and routinely clarify that service provider understands terms of contract and financial and performance measures.
  • Conduct weekly checkpoint meetings
  • Manage service adjustments to ensure an efficient and quality service
  • Work collaboratively with workforce management resource
  • Review forecasts in line with contract and service providers
  • Challenge forecast when the outcome is impactful on the service
  • Keep a daily tab of volumes and resources to ensure alignment 
  • Communicate workforce with internal and external stakeholders.
  • Communicate changes in services to service providers, and manage feedback on service changes
  • Weekly tracking of service provider performance measures
  • Reconcile invoices within 5 days of the invoice receipt
  • Manage service provider inconsistencies in billing and report immediately to Strategic Sourcing team
  • Contribute to process design and improvement, working closely with the process analysts

Profile

To be successful in this application, you will have:
  • Extensive contact management and operations management experience
  • A natural gravitas to engage with senior leadership whilst being able to influence and educate
  • 2 years’ experience as an Operations Manager in a contact centre environment
  • Workforce planning experience in a multi-vendor environment
  • Excellent stakeholder engagement skills
  • Strong project management and governance skills (experience with audits desirable)
  • Demonstrated effective time management and prioritisation skills- manage workload and meet the required deadlines and targets
  • Team player with a keen interest in collaborative working relationships
  • Exceptional reporting capabilities


Job Offer

  • Critical position with immediate start
  • Purposeful project with passionate colleagues working towards a similar goal
  • CBD location


 

Contact details - Ashley Duffy - 9195 2953