Downer is seeking a dynamic and results driven Operations Delivery and Excellence leader with a strategic acumen and a deep understanding of shared services operations to lead the delivery and transformation of our shared services function.

Reporting to the Executive General Manager of Business Services, this newly created role will be instrumental in driving the operational excellence and delivery of our shared services function, ensuring that service levels meet or exceed expectations while continually improving processes and ensuring the appropriate compliance to processes and 2LOD. This new role will be supporting the EGM to deliver operational savings through automation, using the right partners and productivity improvements.

In this pivotal role, you will have the opportunity to apply a strategic mindset and a commitment to continuous improvement to collaborate, influence and create movement towards a vision.

The preferred location for this role is North Ryde, NSW, but we welcome applications from Melbourne and Brisbane based applicants.

• Lead with strategic vision, partnering and collaborating with Business Services, People Services, Finance Services and Operations through the development of the vision, strategy and roadmap to transform the shared services function, building on the strong foundations of value offering, scale and expertise.
• Spearhead operational delivery and excellence, overseeing the day-to-day operations of the overall shared services function, ensuring service delivery SLAs and KPIs are met, and partnering with process leads to align delivery with business outcomes. Managing and optimizing workflows to enhance efficiency and effectiveness, and leveraging fit-for-purpose reporting, metrics and actionable insights to ensure service delivery meets business requirements.
• Innovate and be at the forefront of continuous improvement by identifying and implementing strategies to improve and streamline processes, drive operational excellence and improve service quality. Apply your understanding of the technology roadmap, industry trends and emerging technologies to keep the shared services function at the forefront of innovation.
• Optimize service management and user experience by developing and leading the service management and user experience roadmap, partnering to ensure alignment in service management across shared services and other functions and driving continuous improvement in the shared services end user experience.
• Drive compliance with internal policies and procedures and regulatory requirements, implement and monitor controls to mitigate operational risks, conduct regular audits and assessments to ensure adherence to best practice.

• Tertiary qualifications – Commerce, Accounting, Business, Operations management
• Lean qualification or similar
• Minimum of 10 years of experience in shared services operations, with a track record of successful delivery and process improvement
• Experience partnering and building relationship with external providers which are critical to the delivery of services aligned with business outcomes.
• Demonstrated experience and a deep understanding of different shared services models and operations
• Proven experience in managing and leading cross-functional teams and influencing business stakeholders
• Demonstrated expertise in managing SLAs, KPIs, and performance metrics. Including developing the reporting to highlight the right metrics to drive actions and collaborating across the end to end process to deliver improvements.
• Strong analytical and problem-solving skills, with the ability to leverage data to drive decisions
• Familiarity with relevant software and technologies, such as JDE, SAP and data analytics tools
• Excellent communication, collaboration and interpersonal skills, with the ability to engage, build trust and influence stakeholders at all levels