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Operations Lead

Operations Lead

Job Title: Operations Lead
Contract Type: Contract
Location: Canberra
Industry:
Salary: Competitive
Start Date: 2020-04-05
Reference: V-37362
Contact Name: Joanne Finchett
Contact Email: joanne@whizdom.com.au
Job Published: April 06, 2020 18:40

Job Description

Seeking an experienced Operations Lead. The Operations Lead will work as part of a multidisciplinary team and will be a highly organised, dynamic, outcome orientated individual with excellent communication skills and operations management experience.

The Role:

The product team will be undertaking discovery work on a key digital product, with a target commencement date of 20 April 2020. As the program lead for operations, you will be required to lead a small team responsible for the establishment of a digital support and operations model. This will involve leading conversations and discussions across-agencies to define the requirements for client support, service operations, risk management (fraud and cyber security) and governance arrangements. In this role you will need experience, understanding and knowledge of the types of client support models, service operations frameworks and risk management standards to deliver the required outcomes. The Operations Lead will work closely with the Product Manager and the rest of the team providing high-level guidance and advice to support the product’s operations. The department has a requirement for an experienced Operations Lead. The Operations Lead will work as part of a multidisciplinary team and will be a highly organised, dynamic, outcome orientated individual with excellent communication skills and operations management experience. The product team will be undertaking discovery work on a key digital product, with a target commencement date of 20 April 2020. As the program lead for operations, you will be required to lead a small team responsible for the establishment of a digital support and operations model. This will involve leading conversations and discussions across-agencies to define the requirements for client support, service operations, risk management (fraud and cyber security) and governance arrangements. In this role you will need experience, understanding and knowledge of the types of client support models, service operations frameworks and risk management standards to deliver the required outcomes. The Operations Lead will work closely with the Product Manager and the rest of the team providing high-level guidance and advice to support the product’s operations. Remote Working Please note that the product team is largely working remotely for the foreseeable future. This presents a challenge for engaging with stakeholders that a successful candidate will have to navigate. The suitable candidate will initially be required to work remotely, in the longer term onsite, as part of the team at the Department.

The successful candidate will attend and actively participate in project planning events as required. And deliver work in a self-managing multi-disciplined team environment. A condition of engagement is that proposed personnel have the required resources to work remotely.

 BYO Device You will need to BYO device in the early stages of the engagement. Access will be granted to the agency’s systems based on security clearance and need to know requirements. The department can onboard remotely and IT support staff will be available in both its offices in Canberra and Sydney if needed.

Job description the main requirement of the position is a strong ability to engage in operational and strategic conversations with stakeholders to support delivery of outcomes. Specific tasks include:

  • Leading cross-agency engagement to define and agree key outcomes and deliverables.
  • Working closely with the Service Designer and User researcher to research and understand the key pain points and issues experienced by customers.
  • Working closely with front line operations staff and managers to gain a deep understanding of the internal blockers and pain points to good service delivery.
  • Working closely with Legal, Security and Privacy staff to provide balanced and well considered advice and direction.
  • Providing guidance and input on the preparation of privacy related matters.
  • Ensuring alignment of the operational deliverables to the broader planning.
  • Identifying opportunities to influence and shape the direction of operations.
  • Contributing to the planning and scheduling of short to medium term deliverables, and input into the planning of longer-term requirements.
  • Preparing and coordination of program reporting, governance papers, working group papers and action and risk registers.
 

Skills and Experience Required:
Essential Criteria

  • Extensive experience as a successful Operations Lead.
  • Experience and understanding of operational processes and service management frameworks (ITSM, ITIL, etc) and governance frameworks and operations.
  • Experience and understanding of client support operations (i.e. service centres, escalation processes, incident management).
  • Strong communications skills at all levels, with an ability to lead and navigate complex stakeholder engagement to maintain a program view.
  • Ability to navigate and influence program delivery in a fast-paced, dynamic, changing and at times, ambiguous environment
  • Knowledge and working experience of Agile product development, particularly Jira and working effectively in a multidisciplinary team.
 

Location and Contract Term:

Canberra or Sydney  based ……. Remote Working . 6 Month Contract with 1 x 6 Months extensions


Security Requirements:

Must be an Australian Citizen. Baseline Security Clearance Required


How to Apply:

Applications close 8 April 2020  

Please upload your resume to apply. Please note you may need to complete selection criteria to complete this application process. We will be in touch with instructions for suitably skilled candidates

Call Jo Finchett 1300 944 936 for any further information

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