Client Delivery Manager

2 weeks ago

Brisbane, Queensland, Australia Optus Full time

Client Delivery Manager:

Date:20-Mar-2023

Location:
Brisbane, Australia

Company:
Singtel Group

So, why Optus?
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.


About the role:


This role is a Parental leave position - Client Delivery Manager role is part of the Optus Enterprise Delivery team and is a central point of contact for all service operational and tactical issues for the Clients.

We deliver high-value and in-scope contracted services across several service towers, and with this role, you will ensure our performance goals and cost commitments are met.


You will develop and nurture a trusted client relationship and support the Account Director/Manager in establishing the customer as a Reference Account to support future growth opportunities.

You will analyse delivery requirements, contribute to Client's strategic business plan, and build incremental revenue opportunities. Your success will be measured by your ability to deliver innovative and excellent services and improving efficiency.

Responsibilities:

  • Act as a toplevel Incident escalation contact for Optus Clients
  • Maintain an overall regular view of all incidents impacting the customer and drive delivery of remedial actions and recommendations
  • Ensure all SLAs are met through analysis and presentation of SLA reporting.
  • Manage third party vendor agreements applicable to the client
  • Ensure frequent customer engagements to communicate overall account performance and gain client feedback
  • Achieve customer satisfaction and service excellence targets
  • Develop strong working relationships with all partners in Optus Enterprise and achieve customer outcomes.
  • Identifies new customer business requirements through regular client interaction

About you:

  • Demonstrable experience in Telecommunications or ICT Industry in a customer centric role
  • A track record in successfully achieving/exceeding operational goals with multiple customers
  • Demonstrable experience to work and perform in a matrixed organisation structure
  • ITIL/ITSM experience and basic certification (ITIL V2 or V3 fundamental)
  • Able to build & sustain strong customer relationship at the senior level
  • The ability to demonstrate financial management of a P&L
  • Leadership ability to build & lead a cross cultural, cross tower & cross business team for efficient customer support


As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter.

It is also our priority to ensure we provide our amazing people and our customers with a healthy and safe workplace environment.

In light of the significant risks posed by COVID-19, Optus expects all workers to be fully vaccinated against COVID-19, and will require vaccination for certain roles as well as access to Optus workplaces.

Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.

Optus is a place where we let you do you.

Whether you'll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Blended Ways of Working
We understand that flexibility means different things to different people.

We're proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share.

Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

**Please no recruitment agencies, we'll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.

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