Tech-Savvy Retail Service Consultant | Full-Time, Joondalup

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

Contract & Customer Success Manager - ACT

Orikan is looking for an experienced Contract Delivery & Client Success Manager - ACT to play a key role in the project establishing our new service for the Territory, then take responsibility for ongoing contract management and service delivery.

• 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.

• Demonstrated experience leading a complex contracted or managed service and helping establish or mobilise new operations, ideally within government, regulated or technology-enabled environments.
• Strong contract and service-delivery experience with formal SLAs and KPIs.
• Experience managing senior client relationships and complex escalations.
• Proven experience leading sizeable frontline teams through supervisors, with clear accountability for safe, consistent service delivery.
• Experience overseeing technology-enabled service delivery and translating technical issues into clear business and client impacts.
• Strong commercial judgement across scope, variations, suppliers, costs and service performance.
• Experience contributing to service establishment, transition readiness and mobilisation in a government, regulated or operationally complex environment.
• A calm, solutions-focused approach when working under pressure.
• Strong written, verbal and stakeholder communication skills.
• A track record of building productive relationships and influencing outcomes without relying on direct authority.
• Experience in parking, infringement management, transport, municipal services, managed services, facilities, essential services or similar regulated operations would be highly regarded, but direct parking experience is not essential.

Orikan is an equal opportunity employer. We value diversity and are committed to providing an inclusive and respectful workplace. We welcome applications from suitably qualified people of all backgrounds and will provide reasonable adjustments throughout the recruitment process.