Support Services Centre Manager
Amentum company
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Job summary
Amentum's OASIS program in Alice Springs, Australia, seeks an experienced SSC Manager to lead the Support Services Center, optimize operations, and deliver high-quality administrative support across Customer Services, Scheduling and Planning, Hospitality, and related functions.
You will guide a high-performing team, implement lean processes, manage KPIs, ensure regulatory compliance, and partner with program leaders to achieve milestones in a demanding, mission-focused environment.
Qualifications
- 10 years managing projects or teams of a similar size and scope
- 2 consecutive years of supervisory experience in a support centre or asset management
- Knowledge of process improvement models (e.g., Lean Six Sigma)
- Experience with scheduling, CRM, work order systems and reporting tools
- Proven leadership and ability to mentor diverse teams and deliver results
- Strong communication skills and stakeholder engagement
- Proven experience delivering projects on time and within budget
- Proficiency with SAP (or similar enterprise software) and Microsoft Office
Responsibilities
- Provide leadership, strategic direction and oversight of the SSC team
- Foster and develop a positive working environment with respectful relationships
- Develop team competencies and capability for integrated asset management
- Collect, analyze and interpret metrics and report performance to stakeholders
- Show leadership to deliver high-quality customer service and manage help desk/work orders
- Develop policies and ensure SSC service delivery standards, budgets, and schedules
- Oversee Work Order Management and risk-mitigation practices
- Promote health and safety and ensure compliance with EHS requirements
Skills
Education
Tools
Job description
At Amentum, every mission matters. As a global leader in professional services, engineering, project management, and technical solutions, we are dedicated to solving the world’s toughest challenges with innovation, operational excellence, and an unwavering commitment to our partners.
Join our OASIS program in Alice Springs, Australia, and bring your talent, expertise, and leadership to a mission that truly makes a difference. We’re looking for a passionate and results-driven Support Services Center (SSC) Manager to help ensure seamless delivery of critical services, optimize operations, and lead a high-performing team.
As the SSC Manager, you will be a key leader in our Support Services Center, serving as a vital connection across multiple functions within the OASIS Program. Your mission is to enhance operational efficiency, streamline services, and ensure top-tier results in areas such as Customer Services, Scheduling and Planning, Hospitality, and other administrative functions. This is an exceptional opportunity to grow as a leader while contributing to a program that’s essential to our success.
- Lead and oversee the day-to-day operations of the Support Services Center, ensuring operational excellence and aligned service delivery.
- Implement and optimize processes and systems to drive efficiency and meet program milestones.
- Build and manage a collaborative high-performing team, providing leadership, coaching, and professional development opportunities.
- Work closely with OASIS program leaders and key stakeholders to ensure SSC operations are meeting organizational goals.
- Analyze performance metrics and KPIs to identify areas for improvement and innovation, ensuring exceptional support levels.
- Leverage process improvement methodologies, such as Lean and Six Sigma, to make cost-effective changes and deliver value-driven results.
- Maintain compliance with Amentum standards, regulatory requirements, and best practices to manage risk and ensure consistent quality.
We’re seeking an experienced and motivated leader with a passion for operational optimization and developing teams. The ideal candidate thrives in a fast-paced, mission-focused environment and possesses a strong ability to make impactful decisions under pressure.
- 10 years of proven leadership and management experience in a Support Services Center, operations, or comparable environment.
- Strong expertise in finance, HR, IT, or other business support services, with a deep understanding of process efficiencies.
- Demonstrated success in managing and mentoring diverse teams and cultivating a culture of engagement, accountability, and innovation.
- Proficiency in implementing and utilizing process improvement techniques such as Lean Six Sigma, or equivalent.
- Exceptional data analysis skills, with a results-oriented, strategic mindset.
- Ability to build effective communication channels and foster strong relationships with internal and external stakeholders.
- Experience with enterprise resource planning (ERP) systems and tools used for support services operations is a plus.
Amentum is built on a foundation of excellence, we tackle the world’s most complex challenges, support critical missions, and deliver transformational outcomes. As part of our OASIS Program, you’ll play a vital role in delivering seamless, high-quality support services to ensure mission success.
- Access to a global leader in professional services, technical solutions, and project management.
- An opportunity to make a meaningful difference in a world-class program.
- A collaborative, inclusive workplace culture that supports growth and innovation.
- Competitive salary and benefits designed to help you thrive professionally and personally.
- The chance to live and work in the unique and picturesque Alice Springs, Australia.
Amentum is proud to be an equal opportunity employer, committed to fostering diversity and inclusion.
As the SSC Manager, responsibilities include, but are not limited to:
- Provide leadership, strategic direction and oversight of the SSC team
- Foster and develop a positive working environment with respectful and collaborative business relationships with the SSC team and other key stakeholders
- Develop team’s competencies and capability to provide integrated asset management and ensure specific customer objectives achieved
- Collect, analyse and interpret metrics for the SSC group and effectively communicate the report performance to key stakeholders
- Show leadership to provide strong customer service and communication skills
- Develop, recommend specific policies that are implemented in specific functional area
- Ensures SSC service delivery standards, budget, performance, and schedules are achieved
- Work Order Management
- Maintain health and safety within the workplace by promoting safety awareness initiatives, discussions and trainings, encouraging a safety focused culture and participating and reviewing risk assessments for those under their supervision.
- Any other reasonable duties as requested
- Team Members: Provides day-to-day leadership, guidance and support, coordinates priorities and workloads, and supports effective team performance
- Program Management: Provides regular updates on team activities, service delivery, performance, risks and emerging operational issues.
- Customers: Maintains effective communication, responds to service requirements and supports the resolution of customer issues
- External Stakeholders: Maintains professional working relationships with relevant contractors, service providers and other external parties to support service delivery
- 10 years managing projects or teams of a similar size, scope of complexity
- 2 consecutive years of supervisory experience in support centre and/or asset management field
- Knowledge of and ability to apply process improvement models
- Experience with tools and software relevant to workforce scheduling, customer relationship management (CRM), work order systems, and reporting
- Proven leadership experience
- Provide high-quality customer service and managing help desk and work order management systems
- Strong communication skills and the ability to engage with varied stakeholders
- Proven experience delivering multiple, successful project outcomes, on time and within budget
- Proven experience of high level of proficiency with SAP (or other like enterprise software) and Microsoft Office operating system
- Experience in using KPIs or other performance metrics to drive improvements in service delivery and operational efficiency
- Experience in oversight of 20 employees or more
- Familiarity with operations and maintenance activities, including work order management and ensuring smooth facility operations
- Knowledge of industry standards, compliance, and best practices for maintaining operational efficiency
- Budgeting and financial oversight skills to manage operational expenses, track costs, and ensure financial performance aligns with organizational goals
- Understanding of cost optimization strategies
- Advanced skills in mitigating operational risks, handling emergencies, and resolving escalated customer and operational issues
- Ability to compile, interpret, and present data-driven reports to senior management and stakeholders
- High School Diploma or equivalent
- Bachelor’s degree in business, management, property or a related discipline
- Valid Driver’s License
- N/A
This section highlights the specific expertise, competencies, and personal attributes required to successfully perform the duties of the position.
- Ability to thrive in a fast-paced, dynamic environment while managing uncertainty and positively adapting to change
- Strong leadership and team management skills
- Ability to manage multiple tasks with competing deadlines while maintaining high-quality standards
- Strong customer service and stakeholder management skills
- Excellent verbal and written communication to engage tactfully with team members, stakeholders, and customers
- Strong organisational, problem-solving and decision-making skills
- Ability to identify, manage and elevate operational issues and risks
- Ability to monitor performance and provide clear reporting to management
- Ability to address concerns, mediate issues, and build positive relationships
- Ability to work independently and exercise sound judgement
- Proficiency in Microsoft Office and relevant business systems
- Familiarity with data analytics tools to monitor and measure performance metrics
- Proficiency in resolving conflicts among team members or with customers and managing crises that may arise in both customer service and operational contexts
- Experience developing and improving operational processes and procedures
- Understanding of performance metrics and service delivery reporting
- Ability to compile, interpret, and present data-driven reports to senior management and stakeholders
- Knowledge of workplace health and safety requirements.
- Experience working within a multidisciplinary or complex service delivery environment
The role is primarily office-based; however, regular movement across site locations will be required to meet with customers, stakeholders to support operational activities
It is a condition of employment that the employee maintains adequate medical clearance applicable to this role.
This role generally includes periods of sitting or standing throughout the day, with routine walking, bending, stooping, reaching, kneeling, squatting, lifting of up to 10kg, and other physically demanding tasks associated with service delivery requirements.
If this individual is a U.S. citizen, a minimum Secret clearance is required; if the individual is Australian, a minimum NV-1 clearance is required as a minimum
All personnel assigned to work at JDFPG and associated facilities shall be:
- Australian/US Citizenship
- At least 18 years of age
- Able to fluently read, write, and speak the English language
- undefined
All Amentum personnel are responsible for understanding and complying with all Site Environmental, Health and Safety requirements (EHS). While Amentum is responsible for providing a safe workplace and is responsible for ensuring compliance with these requirements, each person is responsible for:
- Completing work tasks in a safe manner to include using the appropriate Personal Protective Equipment (PPE)
- Red-Carding a Job. Employees have a right and responsibility to “STOP WORK” for themselves or others if a job is unsafe or presents danger to the environment.
- Reporting any unsafe acts or conditions to their supervisor and/or the program EHS Manager
- Continuous adherence to the EHS procedures throughout the performance of their work.
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