Contract to end of September 2026 with potential extension | Fortitude Valley QLD | Hybrid Working
Lime Recruitment is currently working with a large Quensland government client to recruit an experienced Commercial & Customer Operations Manager. In this role you will work hands-on to renew existing customer Service Level Agreements (SLAs), develop new customer SLAs for new services, establish standardised work package templates and begin to enhance associated processes, and implement practical tools that improve customer onboarding and service visibility.
Key responsibilities:
- Complete the renewal cycle of FY26-27 customer SLAs
- Develop SLA artefacts for new customers/services.
- Uplift and implement standard work package and Statement of Work (SOW) templates
- Establish and maintain a central register and overview of customer commitments, SLAs, work packages and service status.
- Support clearing of back-log of service requests.
- Work collaboratively across Finance, Business Analysts, Project Delivery and Technical teams to reduce customer onboarding bottlenecks and improve end-to-end engagement.
- Evaluate the effectiveness of the customer engagement and service coordination function and provide recommendations to the Director on the ongoing operating model, processes, capability and resourcing required to support the CBI Service Model.
About you:
- Demonstrated ability to independently deliver operational and commercial artefacts, including service agreements, work packages and customer documentation.
- Highly organised with exceptional planning, coordination and prioritisation skills.
- Strong stakeholder engagement and relationship management skills, with the ability to work effectively across customers, project teams and technical specialists.
- Excellent written communication, facilitation and documentation skills.
- Proactive, outcomes-focused and comfortable working in ambiguous, quick-paced environments.
- Strong judgement with the ability to identify issues, remove bottlenecks and drive practical improvements.