Base Services Contact Centre & Switchboard Contract Manager

Department of Defence; Cooma; On-site; AUD 150,000 - 180,000; Full time

Benefits offered by this job

BDCP remuneration

Job summary

The Department of Defence in Australia is seeking an EL 1 Base Services Contact Centre & Switchboard Contract Manager to lead contract management and service delivery across two towers within the Defence Unified Service Centre.

You will oversee budgets, forecasting, performance monitoring, and compliance while engaging with customers, suppliers and stakeholders to drive continuous improvement and develop standard operating procedures to support efficient, customer-focused service delivery.

Qualifications

• Experience in performance-based contract management.
• Ability to oversee budgets, forecasting and reporting.
• Strong leadership, communication and analytical skills.

Responsibilities

• Oversee BSSC budgets, expenditure forecasting and reporting.
• Monitor contract performance and compliance across service towers.
• Coordinate and improve integrated service delivery across stakeholders.
• Support business systems administration and contract reporting.
• Develop and implement Standing Operating Procedures to support effective service delivery.

Skills

Contract management

Financial management

Stakeholder engagement

Leadership

Analytical skills

Communication skills

Job description

Base Services Contact Centre & Switchboard Contract Manager

The EL 1 Base Services Contact Centre & Switchboard Contract Manager (EL 1 BSSC Contract Manager) leads a multidisciplinary team responsible for contract management, financial accountabilities, integrated service delivery, and the performance management of two service towers in the Defence Unified Service Centre contract, including Base Services Contact Centre and Switchboard, within the Directorate Customer Access Management team.

The role is critical to ensuring the effective delivery of contracted contact centre services, including management of a complex contract, provision of accurate commercial and business advice, oversight of service delivery performance and compliance requirements, and through engagement and negotiation, establishing and maintaining strong relationships with customers, suppliers and key stakeholders. The position also drives continuous improvement through audits, assurance activities, risk management, process optimisation and the development of Standing Operating Procedures to support effective, efficient and customer-focused service delivery.

This role is eligible for an additional remuneration benefit known in Defence as a Building Defence Capability Payment (BDCP). This enables Defence to provide a premium, in addition to the base salary otherwise payable under the Defence Enterprise Collective Agreement (DECA), for positions in occupational disciplines/classifications that are critical to Defence capability. For further information, please contact the contact officer.

About our Team

The Defence Customer Service Network is looking for enthusiastic people to join our team working in a Contact Centre environment. We are a dynamic service delivery organisation that comprises call centre, face to face and email services. Our dedicated people ensure the network provides high quality customer service to serving and ex-serving ADF Members, Veterans, Reservists, Defence APS as well as the general public.

Our Ideal Candidate

Accountabilities require demonstrated knowledge and expertise in performance based contract management, financial management, integrated service delivery and stakeholder engagement within a complex operating environment.

Key responsibilities include oversighting BSSC budgets, expenditure forecasting and reporting; monitoring contract performance and compliance; coordinating and improving integrated service delivery arrangements across stakeholders; identifying opportunities to enhance customer outcomes and operational efficiency; supporting business systems administration; and analysis of contract reports with and develop recommendations to improve performance and customer experience.

Strong leadership, communication and analytical skills are essential, along with the ability to provide accurate advice on financial, contract and business matters, foster collaboration across internal and external stakeholders, identify opportunities for improvement, and implement innovative solutions to enhance service delivery outcomes.

The EL 1 BSSC Contract Manager is accountable for sharing knowledge and expertise with their team and other stakeholders to build capability, drive a culture of continuous improvement, and support the delivery of integrated, customer-centric services.

Eligibility

Security Clearance:

Applicants must be able to obtain and maintain a security clearance at “Baseline Vetting” level.

Notes

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers