Service Transition & Improvement Lead

Source; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Job summary

PLUS ES in Sydney is seeking an experienced Knowledge Transition Lead to move metering services into operations. You will develop and deliver the Knowledge Transition Plan and coordinate transition, stabilisation and continuous improvement.

Based in Sydney with a hybrid pattern (three days in the office), you will work with Metering Operations SMEs, the Accenture Transition team and BPO delivery teams. A tertiary qualification in business or project management is required and TSA/transition

Qualifications

• Eight+ years in operational performance, service governance or improvement.
• Experience delivering service transition, readiness or knowledge transfer.
• Strong planning and stakeholder engagement skills.

Responsibilities

• Develop knowledge-transition plans with owners, milestones, readiness criteria and acceptance.
• Coordinate knowledge transfer, training, access and documentation across teams.
• Prepare procedures, work instructions, process maps with clear ownership and version control.
• Assess readiness across people, processes, technology, data and controls; close gaps.
• Support transitioned services through stabilisation and early-life issue tracking.
• Maintain transition governance and reporting on progress, actions, risks and dependencies.
• Translate insights into practical, sustained service improvements.

Skills

Operational performance

Service management

Business improvement

Governance

Process mapping

Education

Tertiary qualification in business/operations/project management

Job description

PLUS ES is entering an exciting new chapter. As it continues its journey as a leader in metering and data services, it is building smarter infrastructure solutions at the intersection of technology, service and sustainability, powering the energy and resource transition across Australia. This is an opportunity to help shape what PLUS ES becomes next, with a commitment to delivering the reliable, accurate data and insights a sustainable energy future depends on.

PLUS ES’s mission is to deliver smarter infrastructure and data to enable a sustainable tomorrow, and its vision is to keep innovating today for tomorrow’s energy challenges. Its values are Safety, Team, Customer, Innovation and Accountability.

About the Role

Help metering services move into operations with the knowledge, controls and readiness they need to succeed. Reporting to the Head of Metering Operations, you will develop and deliver the Knowledge Transition Plan and coordinate transition, stabilisation and continuous improvement.

Based in Sydney, you will work with Metering Operations subject-matter experts, the Accenture Transition team and BPO delivery teams. This role has no direct reports and relies on clear ownership, practical coordination and effective stakeholder engagement. The role offers a hybrid arrangement, with three days per week in the office.

Key Responsibilities

• Develop knowledge-transition plans with clear owners, milestones, dependencies, readiness measures and acceptance criteria, ensuring effective operational handover.
• Coordinate knowledge transfer, training, access and approved documentation across operational and BPO teams.
• Coordinate the creation, review and approval of procedures, work instructions, process maps and operational knowledge, ensuring clear ownership and version control.
• Assess readiness across people, processes, technology, data and controls, closing or escalating gaps.
• Support transitioned services through stabilisation, tracking early-life issues, knowledge gaps and corrective actions through to resolution.
• Maintain clear transition governance and reporting across progress, actions, risks, issues and dependencies, highlighting decisions and escalations required.
• Translate operational insights and recurring issues into practical, sustained service improvements.

About You

You bring at least eight years’ experience in operational performance, service management, business improvement, reporting, governance or optimisation, including at least five years in utilities, energy, metering or operational services. You have delivered service transition, integration, readiness or knowledge transfer across complex operational change.

You can manage transition plans, dependencies and risks, work effectively with outsourced providers and convert operational knowledge into clear procedures, training and handover material. Strong planning, stakeholder engagement, governance reporting and process-mapping capability are essential. Experience in utilities, energy, metering services or BPO operations would be highly regarded.

A relevant tertiary qualification in business, operations, service management, project management or a related discipline is required. Service/change/project certification is desirable. Experience supporting TSA, separation, transformation or service-transfer programs, including working with Accenture or comparable BPO providers, is desirable.

Why Apply?

Work where operational knowledge meets transformation delivery. Help receiving teams become ready to own services, then use transition insights to improve service quality, operational effectiveness and customer outcomes.

The successful candidate will be required to satisfactorily complete a criminal history check as part of the pre-employment screening process.

This organisation is an equal opportunity employer and welcomes applications from all backgrounds.