Customer Experience Manager

4 weeks ago

Sydney, Australia Outcomex Full time

**The following positions are open**:
**Customer Experience Manager (Sydney)**:
Outcomex is an award-winning systems integrator, nationally and internationally recognized for providing innovative IT solutions that drive operational efficiency. With a reputation for excellence and a culture that fosters expertise, collaboration, and a can-do attitude, we pride ourselves on delivering exceptional outcomes for our clients.

**Role Overview**:
**Outcomex is seeking a highly experienced and technically savvy **Customer Experience Manager** to join our Sydney-based team.

This full-time, permanent position is ideal for a professional with strong client-facing skills, proven technical expertise, and a genuine passion for delivering exceptional customer service.

This is an excellent opportunity for a Western Sydney resident to join our onsite team, playing a pivotal role in leading the service delivery for a transformative infrastructure deployment that will shape the region’s future.

As the **Customer Experience Manager**, you will act as the primary point of contact for stakeholders, responsible for overseeing the end-to-end delivery of technically complex services.

Key aspects of the role include:

- Managing and fostering client relationships to ensure their expectations are met and exceeded.
- Leading the coordination of cross-functional teams to deliver services aligned with agreed technical and performance standards.
- Utilising your technical experience to support engineering teams with resolving challenges proactively, minimizing disruptions during service delivery.
- Overseeing and optimizing processes to drive operational excellence and efficiency.
- Leveraging your knowledge of IT infrastructure, service management frameworks (e.g., ITIL), and emerging technologies to assist with delivering innovative solutions.

**Key Responsibilities**
- **Reporting**: Create, present, and explain detailed service performance and operational reports tailored to customer needs.
- **Environment Analysis**: Analyse the service environment and provide actionable recommendations for improvement.
- **Service Delivery Management**: Oversee and manage the Service Delivery relationship and ensure performance meets or exceeds agreed service levels.
- **Service Management Participation**: Actively engage in Service Management processes, including incident, problem, and request management, with a focus on Major Incident Management.
- **Customer Advocacy**: Serve as the primary advocate and escalation point for the customer, ensuring their needs and concerns are prioritized.
- **Cross-Team Coordination**: Coordinate work across internal and external teams to achieve seamless service delivery and compliance with SLAs.
- **Customer Understanding**: Develop a thorough understanding of customer requirements and tailor services accordingly.
- **Service Improvement**: Design and implement Service Improvement Plans to enhance service quality and efficiency.
- **Customer Satisfaction**: Deliver outcomes that maximize customer satisfaction, demonstrating a commitment to excellence in every interaction.
- **Stakeholder Relationships**: Build and maintain strong relationships with internal and external stakeholders to foster collaboration and ensure exceptional service delivery.
- **Customer Experience Management (CEM)**: Maintain a healthy and prosperous Customer Experience Management relationship, driving outstanding results for larger customers through trust and engagement.

**What You’ll Need**:
**Qualifications**
- Bachelor’s degree in information technology, Computer Science, Business Administration or a related field.
- ITIL Certification.

**Experience & Skills**
- **Proven Experience**: Demonstrated experience in a Customer Experience, Service Delivery Manager or similar role, managing end-to-end service delivery in a fast-paced environment, 7 + years.
- **Technical Knowledge**: Strong understanding of IT and telecommunications infrastructure, service management frameworks (e.g., ITIL), and large-scale deployments. Experience in managing technical projects and service delivery in the telecommunications sector including network infrastructure and systems integrations.
- **ServiceNow Expertise**: In-depth knowledge of ServiceNow, including configuration, reporting, and workflow optimization.
- **Leadership Skills**: Strong ability to lead and coordinate cross-functional teams to deliver high-quality services.
- **Client Relationship Management**: Expertise in building and maintaining strong client relationships, with a focus on understanding and exceeding customer expectations.
- **Problem-Solving**: Proactive approach to identifying and resolving challenges, ensuring mínimal disruption to service delivery.
- **Communication Skills**: Excellent written and verbal communication skills, with the ability to present information clearly and influence stakeholders at all levels.
- **Process Improvement**: Track record of driving process

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