Vendor Operations Manager

$113,343 - $139,077 yearly
  • NSW Department of Education
  • NSW, Australia
  • 29 Jul, 2022
Full time - Permanent Information Management

Job Description

Organisation / Entity: Department of Education
Job category:

Information and Communications Technology

Job location:

Sydney Region / Sydney - East

Job reference number: 00009045
Work type: Full-Time
Number of positions: 1
Total remuneration package: $139,077. Package includes salary ($113,343 - $124,90. , employer's contribution to superannuation and annual leave loading.
Contact: 0425 819 985 - Jeff Hardenbrook
Closing date: 14/08/2022 - 11:59 PM


  • Ongoing Full-Time
  • Location: NSW State Wide

The Vendor Operations Manager coordinates the provision of IT services to customers through managing and maturing the technology vendor management process including contractual, performance and relationship functions across vendors supplying services to the Department.

The role contributes to a high performance team environment, provides excellent customer service and enables continual service improvement practices.

About the Department of Education

The NSW Department of Education serves the community by providing world-class education for students of all ages.

We ensure young children get the best start in life by supporting and regulating the early childhood education sector.

We are the largest provider of public education in Australia with responsibility for delivering high-quality public education to two-thirds of the NSW student population. We are committed to fostering vibrant, sustainable, and high-performing vocational and higher education sectors.

We are responsible for enacting NSW Government policy, driving improvement in education, and overseeing policy, funding and compliance issues relating to non-government schools. We respect and value Aboriginal and Torres Strait Islander people as First Peoples of Australia.

For more information about the Department of Education, please visit NSW Department of Education

About the role

The Vendor Operations Manager exercises judgement and initiative in prioritising and resolving day-to-day issues in accordance with Departmental and IT Directorate policies, procedures and operational guidelines.

They contribute to planning /decision-making; prepare business cases regarding possible vendor contributions to emerging opportunities; display high level analytical skills to accurately and clearly connect incidents to vendor remediation strategies.

The Vendor Operations Manager is accountable for the quality and accuracy of outputs, analysis, briefings and advice provided, though recommendations may be reviewed by the role supervisor prior to implementation and escalates urgent, complex and/or significant issues to the roles supervisor, including those that may substantially affect resourcing, impact budget or disrupt service delivery.

For further information please click here to view the role description

Essential Requirements

Manage, monitor and report on vendor related service level agreements and collaborate on service improvement opportunities to maximise performance and efficiencies

Build and maintain relationships with key stakeholders including customers, vendors and other IT teams to ensure open lines of communications are available for emerging business requirements and issues

Analyse incidents reported to ICT support teams and prepare associated reports including trending metrics, scorecards and reports specific to external vendors that support remediation activities to improve service delivery

Design, develop, implement and review systems and processes aligned to service management and in support of vendor management functions to improve the customer experience

Drive knowledge management initiatives through associated systems for hardware and related equipment including creation of knowledge and reviewing knowledge prepared by ICT support teams

Facilitate regular meetings with ICT support teams, vendors and other stakeholders across the Department including managing adherence to related KPIs that meet the objectives of the Department

Contribute to planning processes to ensure integration of vendor management with service improvement strategies; prepare and deliver presentations and briefings, and provide management with status of projects and other project related issues as required

Ensure accurate records are maintained in accordance with Departmental protocols

Key knowledge and experience

Knowledge of and commitment to implementing the Department’s Aboriginal Education Policy and upholding the Department’s Partnership Agreement with the NSW AECG and to ensure quality outcomes for Aboriginal people.


  • Opportunity to make a difference at Department of Education
  • Flexible work-life balance
  • Competitive salary
  • 35 hour week

How to apply
When applying you will need to:

Attach a resume (maximum 5 pages) and a cover letter (maximum 3 pages) outlining how you meet the requirements and capabilities of this role.

Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a National Criminal History Check.

Closing date: 14 August 2022 at 11:59pm.

For role enquiries please contact Jeff Hardenbrook details at or on 0425 819 985


Not Applicable

School Type


Job Closing Date

14 Aug, 2022