Commercial & Customer Operations Manager

• Location: South Brisbane, Queensland
• Type: Contract
• Job #18683

About the role 

Our State Government client is seeking a highly organised and proactive professional to join their team on a contract through to the end of September 2026, with the possibility of extension.
Reporting to the Director, you will play a key role in improving customer service delivery by managing Service Level Agreement (SLA) renewals, developing customer documentation, streamlining onboarding processes and implementing practical tools that enhance service visibility and coordination. You will work closely with Finance, Business Analysts, Project Delivery and Technical teams to reduce customer engagement bottlenecks, improve service delivery and contribute to a consistent, professional customer experience.

Key responsibilities

• Renew FY26 to FY27 customer Service Level Agreements (SLAs).
• Develop SLA documentation for new customers and services.
• Create, standardise and implement work package and Statement of Work (SOW) templates.
• Establish and maintain a central register of customer commitments, SLAs, work packages and service status.
• Support the resolution of outstanding service requests.
• Collaborate with Finance, Business Analysts, Project Delivery and Technical teams to improve customer onboarding and service delivery.
• Identify opportunities to streamline processes, remove bottlenecks and improve customer engagement.
• Review the effectiveness of customer engagement and service coordination processes.
• Provide recommendations to the Director on operating models, processes, capability and resourcing to support ongoing service delivery.

Skills and experience

• Demonstrated experience delivering operational and commercial documentation, including Service Level Agreements (SLAs), Statements of Work (SOWs), work packages or similar customer-facing artefacts.
• Proven ability to work independently and deliver high-quality outcomes in a fast-paced environment.
• Exceptional organisational, planning and prioritisation skills, with the ability to manage competing priorities.
• Strong stakeholder engagement and relationship management skills, with experience working across business and technical teams.
• Excellent written communication, documentation and facilitation skills.
• Strong analytical and problem-solving skills, with the ability to identify issues, remove bottlenecks and implement practical improvements.
• Experience in customer success, service delivery, business operations, project coordination or a similar role.

Desirable criteria

• Experience working within a State or Federal Government environment.
• Experience supporting customer onboarding or service management functions.
• Knowledge of Service Level Agreements (SLAs), Statements of Work (SOWs) and service delivery frameworks.
• Experience working with cross-functional teams, including Finance, Business Analysis, Project Delivery and Technical teams.
• Experience reviewing and improving operational processes and customer service models.

Benefits

• Flexible working arrangements.
• Opportunity to contribute to meaningful service improvement initiatives within a State Government environment.
• Opportunity to influence customer engagement processes and drive operational improvements.

Contact Details

For a confidential chat, please contact Anissa on 0484 568 874 or via email at anissa@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.