Contract Manager

Serco; Ballarat; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Supportive workplace

Lead community services

Flexible benefits

Trusted leadership

Innovation focus

Job summary

Serco in Ballarat leads a large-scale 24/7 contact centre delivering reliable, customer-focused services with strong operational performance.

The Contract Manager role drives strategy, governance, and performance while building client relationships and developing the team for long-term value.

Qualifications

• Senior operational leadership experience, ideally in contact centres or complex environments.
• Strong stakeholder, communication and negotiation skills with government clients.
• Commercial and budget management capability to drive value.
• Experience developing talent and high-performing teams.
• Experience overseeing technology solutions and service improvements.

Responsibilities

• Lead the strategy, performance and continual improvement of the contract.
• Build strong client relationships and participate in governance forums.
• Drive operational performance, service levels, and customer service.
• Develop an engaged team and support talent growth and retention.
• Manage commercial performance, budgets and opportunities for growth.
• Champion innovation, automation and service optimisation.

Skills

Senior operational leadership

Stakeholder management

Commercial & budget management

People development

Technology delivery oversight

Tools

Technology solutions

Job description

Your impact makes a meaningful difference, and we're committed to supporting your professional and personal goals.

You’ll also have access to flexible benefits designed to support your wellbeing and growth, including:

• A supportive and inclusive workplace where everyone matters
• Opportunities to lead meaningful community services
• Flexible benefits to support your wellbeing and lifestyle
• Trusted leadership and a strong focus on employee engagement
• The opportunity to shape innovation and continuous improvement

Make an impact at Serco

As Contract Manager, you’ll lead the successful delivery and ongoing evolution of a large-scale 24/7 contact centre in Ballarat. You’ll work closely with our people to deliver reliable, customer‑focused services and maintain strong operational performance. You’ll bring commercial leadership, operational expertise and an innovative mindset to continuously improve the service, support our people and create long term value.

As a Contract Manager in the Community Services team, you’ll make a positive impact by:

• Leading the strategy, performance and continual improvement of the contract.
• Building strong client relationships and contributing to key governance forums.
• Driving operational performance, service levels, technology delivery and customer service.
• Developing an engaged, capable team and supporting talent growth and retention.
• Managing commercial performance, budgets, revenue and opportunities for contract growth.
• Championing innovation, automation and service optimisation to meet evolving client needs.

Serco is a place for you

You could be a great fit if you have:

• Senior operational leadership experience, ideally within contact centres, BPO or complex operational environments.
• Experience working with Government clients, with strong stakeholder, communication and negotiation skills.
• Strong commercial, financial and budget management capability.
• Experience leading people, developing talent and building high‑performing teams.
• Experience overseeing technology solutions, change and service improvement.
• A customer focused, solutions‑oriented approach with strong problem‑solving skills.

You’ll be someone who can balance operational performance, client expectations, commercial outcomes and the needs of your people. Your empathy, resilience and ability to adapt will help you create a safe, supportive environment where your team can thrive, while your forward‑thinking approach will help identify opportunities to evolve and grow the service.

In joining us, you’ll be part of a highly supportive culture with trusted leaders that will help you achieve your goals. Here, you will appreciate a flexible approach to work‑life that comes with working at a company with long‑term government‑backed contracts.

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia and New Zealand.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability.

By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.