Travel Client Support Specialist

Kopp Travels; Canberra; On-site; AUD 140,000 - 190,000; Full time

Job summary

Orikan is seeking a Contract Delivery & Client Success Manager for the ACT to drive transition readiness, mobilisation and ongoing contract management for a new government service. You will chair governance, manage SLAs and KPIs, and lead a team of 30+ parking professionals responsible for on-street enforcement and technology delivery.

You will build relationships with government stakeholders, oversee service delivery and risk, and ensure a smooth handover into stable operations with commercial

Qualifications

• Experience leading a complex contracted or managed service, ideally in government/regulated environments.
• Strong contract and service-delivery experience with formal SLAs and KPIs.
• Experience managing senior client relationships and complex escalations.
• Proven leadership of sizeable frontline teams with clear accountability for safe, consistent service delivery.
• Experience overseeing technology-enabled service delivery and translating issues into business impact.
• Strong commercial judgement across scope, variations, suppliers, costs and performance.
• Experience contributing to service establishment, transition readiness and mobilisation in a regulated environment.
• Calm, solutions-focused under pressure; strong written and verbal communication; ability to influence without direct authority.

Responsibilities

• Own ongoing contract management and performance across services and technology delivery (SLAs, KPIs, governance, reporting, risks).
• Build trusted relationships with senior government and operational stakeholders.
• Lead client meetings, service reviews, escalations and recovery plans.
• Lead a team of 30+ parking supervisors, officers and technicians delivering on-street enforcement.
• Ensure delivery of parking enforcement services and related technologies with system performance and incident resolution.
• Drive transition readiness and mobilisation with the project team and client to a smooth handover to operations.
• Manage contract changes, subcontractor performance, costs and emerging commercial risks.
• Drive continuous improvement across service delivery, technology and operational performance.

Skills

Contract management

Client relations

Stakeholder engagement

Team leadership

Governance

Reporting

Commercial acumen

Job description

Contract & Customer Success Manager - ACT

Orikan is a world-class provider of a complete range of parking technology solutions that support real communities. From meters, maintenance and sensors to infringement management, digital permits, smart payment applications, compliance and analytics: we provide a one‑of‑a‑kind, industry‑leading suite of services and solutions.

Join a forward‑thinking team at Orikan, a leader in integrated technology solutions for smarter cities.

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.

You’ll help drive transition readiness and mobilisation, working as a critical part of the project team bringing together the people, processes and technology needed for service commencement. Once operational, you’ll lead a team of more than 30 parking supervisors, officers and technicians responsible for on‑street parking enforcement, with ongoing accountability for contract performance and client outcomes.

Reporting to the Chief Operating Officer, you will be Orikan’s key senior contact in the ACT, working closely with government stakeholders, local operational teams and Orikan’s internal technology and delivery teams.

As Contract & Client Success Manager, you’ll also be accountable for the delivery of parking enforcement services and parking and traffic infringement technologies for the Territory. You’ll combine trusted client relationships with hands‑on operational leadership, technology delivery oversight and commercial accountability.

What you’ll be responsible for:

• 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, supported by Orikan’s specialist teams.
• 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.

What we’re looking for:

• You’ll bring 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.

Why Orikan?

Build something new. Have a voice. See the difference you make.

• At Orikan, you’ll combine the backing of an established market leader with the opportunity to shape what comes next in a growing business. This is your chance to help launch a significant new ACT Government service, then lead the team that delivers it.
• Make your mark with a market leader. Bring your ideas to a growing organisation, backed by established expertise and experienced people.
• Have a voice, not just a title. Work directly with accessible leaders in a non‑hierarchical culture where good ideas and practical expertise help shape decisions.
• Be trusted to lead. Make decisions close to the work, with clear accountability and the openness to share information, raise challenges and solve problems together.
• Have autonomy without going it alone. Take ownership of delivery, with the tools, specialist expertise and practical support to turn your decisions into results.
• See your impact from day one. Help take the ACT service from mobilisation into operation, build your team and shape how the service delivers for the Territory.

Equal opportunity at Orikan

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. Please let us know if you require any adjustments to participate fully.