Contract & Client Success Lead — Public Sector (ACT)

Singtel; Canberra; On-site; Confidential; Full time

Job summary

Orikan in Canberra seeks an experienced Contract Delivery & Client Success Manager to lead contract management and service delivery across operations within ACT. You will drive SLAs, KPIs, governance and reporting while building trusted relationships with government stakeholders.

Frontline leadership for a team of 30+ parking supervisors and technicians, plus coordinating transitions and mobilisation with project teams to enable a smooth service start and ongoing performance.

Qualifications

• Experience leading a contracted or managed service, preferably in government or regulated settings.
• Proven ability to manage senior client relationships and complex escalations.
• Strong track record in leading sizeable frontline teams.
• Experience translating technical issues into business impact.
• Calm, solutions-focused under pressure with excellent written and verbal communication.

Responsibilities

• Own ongoing contract management and performance across operational services and technology delivery, including SLAs, KPIs, governance, reporting, risks and actions.
• Build trusted relationships with senior government and operational stakeholders.
• Lead client meetings, service reviews, escalations and recovery plans.
• Lead a team of more than 30 parking supervisors, officers and technicians delivering on-street parking enforcement.
• Be accountable as contract manager for the delivery of parking enforcement services and parking and traffic infringement technologies for the Territory, including system performance, incident resolution and service impacts.
• Play a key role in the service establishment project, driving transition readiness and mobilisation with the project team and client, and supporting a smooth service commencement and handover into stable operations.
• Manage contract changes, subcontractor performance, cost-to-serve and emerging commercial risks.
• Drive continuous improvement across service delivery, technology and operational performance.
• Maintain strong standards across safety, compliance, reporting and service quality.

Skills

Contract management

Service delivery

Stakeholder management

Governance & reporting

Escalations & recovery

Education

Bachelor's degree in a related field

Job description

Orikan in Canberra seeks an experienced Contract Delivery & Client Success Manager to lead contract management and service delivery across operations within ACT. You will drive SLAs, KPIs, governance and reporting while building trusted relationships with government stakeholders.

Frontline leadership for a team of 30+ parking supervisors and technicians, plus coordinating transitions and mobilisation with project teams to enable a smooth service start and ongoing performance.