Senior Contract Manager

Job Details
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Department: Victoria Police
Work Type: Ongoing - full time
Job Function: Administration / Secretarial
Classification: VPSG6
Work Location: Melbourne - CBD
Reference: VG/20037201
Closing Date: 04-Apr-2019
Salary Range: $118,908 - $159,124
Job Duration: Ongoing
Attachments: PD C3321.docx (Word, 433KB)
Job Specification

Role Statement.docx (Word, 114KB)
Job Specification

Application Form 20037201.docx (Word, 640KB)
Self Assessment

Contact: Superintendent Michael Glowaski
9247 6069 or

Position Details

The Police Assistance Line and Online Reporting (PAL & OLR) are two new channels setup by Victoria Police for member of public to report non-urgent crime and events. Victoria Police has engaged a strategic contact centre partner to set up a contact centre at Ballarat to operate and manage these channels while being supported by Victoria Police Members.


The PAL & OLR Contract Manager will be responsible for managing the ongoing contract and vendor relationship on behalf of Victoria Police with the Strategic Partner. This will include reviewing all aspects of the Contact Centre's performance including commercial management, ensuring all objectives and Contact Centre metrics are met within contractually agreed timeframes in addition to driving continual improvement

Your duties will include:

  • Ongoing Commercial and relationship management of the vendor partnership on behalf of Victoria Police.
  • Deliver on financial accountability to ensure budgetary targets and contracted service standards are met.
  • Prepare appropriate and accurate reporting and analysis on vendor performance.
  • Build and maintain strong relationships with multiple senior stakeholders involved in delivery of the PAL & OLR service.
  • Strategic thinking to drive and deliver business improvement initiatives.

As the successful applicant, you will have:

The experience of having worked in a complex and challenging environment requiring a person that is mature, results driven, can foster successful internal and external relationships and have demonstrated understanding of contact centre operations, associated performance metrics & reporting including commercial models.

Requirements and relevant information:

  • Position located at the Victoria Police Centre, 637 Flinders Street, Docklands.
  • Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa.

Your application must include:

  • Resume
  • Completed application form - attached to the job advertisement.


Applications close midnight, Thursday 4th April 2019 - No applications will be accepted via email.

For further information on this role please contact: Superintendent Michael Glowaski on 03 9247 6069 or via email

If you have a disability/medical condition and require a copy of this advertisement and attached documentation in an accessible format or would like to discuss an access requirements/reasonable adjustment for the recruitment process, please contact VPS Recruitment via email

About Us:

Victoria Police is a large organisation employing police, public servants and protective services officers. Victoria Police provides support to the community 24 hours a day, 365 days of the year. 

At Victoria Police our goal is for our workforce to reflect the diverse community we serve. We continually seek to attract and retain a diverse workforce which includes people of all genders, ages, religions, disability, sexual orientation, family and caring responsibilities and cultures including people of Aboriginal and Torres Strait Islander heritage. 

Find out what it is like working as a Victorian Public Servant for Victoria Police:

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