Support Services Centre Manager

PURPOSE AND SCOPE

The Support Services Centre (SSC) Manager is responsible for overseeing the Functional Area that supports site support services, which include customer service, operations and maintenance (O&M) work orders, operational performance, procedural review and improvement, as well as staff and operational matters that are critical to the success of the SSC team. The role is focused on delivering efficient and high-quality customer service while ensuring seamless operations across multiple functional areas.

The SSC Manager leads and supports a multidisciplinary team with diverse occupational skills, delivering key services such as customer service excellence, site room and accommodation bookings, work scheduling, workforce planning, and operations maintenance. The SSC Manager plays a pivotal role in fostering a customer-centric culture, optimizing workflows, and ensuring the effective and reliable management of operational systems to consistently meet and exceed organizational objectives.

REPORTING RELATIONSHIPS

The SSC Manager will report to the OASIS Program Manager

ESSENTIAL RESPONSIBILITIES

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

WORKING RELATIONSHIPS

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

EXPERIENCE

Required:

- 5 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

Desired:

- 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

QUALIFICATIONS

Required:

- High School Diploma or equivalent

Desired:

- Bachelor’s degree in business, management, property or a related discipline

TICKETS AND LICENSES

Required:

- Valid Driver’s License

Desired:

- N/A

KNOWLEDGE, SKILLS AND ABILITIES

This section highlights the specific expertise, competencies, and personal attributes required to successfully perform the duties of the position.

Required:

- 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 escalate 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

Desired:

- 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

WORIKNG 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

PHYSICAL REQUIREMENTS

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.

SECURITY CLEARANCE REQUIREMENTS

If this individual is a U.S. citizen, a minimum Secret clearance is required; if the individual is Australian, an Australian NV-1 clearance is required as a minimum

STATEMENT OF WORK REQUIREMENTS

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

ENVIRONMENTAL HEALTH AND SAFETY REQUIREMENTS

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.