Senior Operations Manager, Outsourced Services

[axr] Recruitment & Search; Sydney; On-site; AUD 160,000 - 165,000; Full time

Benefits offered by this job

Annual bonus

One WFH day per week

Job summary

[axr] Recruitment & Search is seeking a Senior Operations Manager to own a major outsourced services contract delivered by a large workforce in Sydney. This is an operational leadership role, not a sales role, with full accountability for contract outcomes and client relationships.

The ideal candidate comes from the supplier side of outsourced services, has led award-based teams against KPIs, and can make risk-based decisions with minimal direction.

Qualifications

• Proven leadership of large, award-based teams.
• Experience delivering outsourced services contracts.
• Ability to manage client relationships at senior levels.

Responsibilities

• Own the contract end to end, including delivery, performance and client relationship.
• Act as escalation point for contract and people matters, with delegated authority.
• Lead a small team covering contract management and people delivery.
• Oversee workforce planning, recruitment, retention and training.
• Handle complex people matters such as performance, conduct and WHS.
• Ensure contractual KPIs are met, particularly staffing levels and turnover.
• Build relationships with client’s operational and contract teams.

Skills

Leadership

Contract management

Stakeholder management

People management

Job description

Senior role owning a major outsourced services contract and a large workforce. Suits supplier side leaders from contact centres or service delivery.

• Full accountability for a major client contract
• Suits supplier side leaders who have managed award-based teams
• Small team, clear escalation lines and genuine decision-making authority

Senior Operations Manager, Outsourced Services.

Permanent, full time | Sydney, NSW

Office based, 1 day WFH after probation

$160,000 to $165,000 base plus superannuation, plus annual bonus

Job Brief

Our client is a service provider looking for a senior leader to take full accountability for its largest client contract, delivered by a large operational workforce.

This is an operational leadership role, not a sales role.

It suits someone from the supplier side of outsourced services who has led award-based teams against KPIs, is confident managing a demanding client, and is comfortable making the call without needing close direction.

About Our Client

Our client is a well-established services business that delivers outsourced services under long term contracts. The team is lean and close knit, decisions are made quickly, and people are trusted to do their jobs well. Management turnover is very low, and the business is in a strong financial position.

Responsibilities

• Own the contract end to end, including delivery, performance and the client relationship, with full accountability for its 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 your team
• Handle complex people matters such as performance, conduct, WHS claims and Fair Work matters, deciding when to resolve them directly and when to bring in further support
• Make sure 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 and bring people together when incidents or urgent client issues arise
• Spot opportunities for the business's wider services and refer them to the commercial team

Requirements

• You have led 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
• You have run a service contract from the supplier side and been accountable for its KPIs, staffing levels and client relationship. Public sector clients are an advantage
• You are used to being the final escalation point, making risk-based calls on people and contract issues and only escalating what genuinely needs it
• You have handled performance, conduct, WHS and Fair Work matters firsthand.
• You have kept a demanding client relationship on track through a difficult period
• You are comfortable learning how technology and systems work, well enough to explain them to a client

What's on Offer

• $160,000 to $165,000 base plus super, plus 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 set work from home day per week after probation