Client Delivery Manager

4 weeks ago

Canberra, ACT, Australia Singtel Full time

Delivering Excellence in Network Services

At Optus, we strive to be Australia's most loved everyday brand. To achieve this goal, we need a skilled Client Delivery Manager to oversee the tactical service delivery in the Network domain for a major client.

This role involves ensuring the delivery of all in-scope contracted services to the agreed Service Levels within budget. The Client Delivery Manager will orchestrate service capabilities from communities of practice in a matrixed organisation, implement seamless end-to-end service transition of project deliverables, and maintain direct oversight of Major Incidents and Change in the domain.

Your Key Responsibilities

  • Ensure SLAs are met through proactive management.
  • Manage client service escalations, driving delivery of remedial actions and recommendations.
  • Meet client satisfaction targets through frequent customer engagements.
  • Interwork with third parties to achieve client objectives.
  • Ensure Optus partner/supplier performance through management of contractual deliverables.
  • Track revenue, cost, and margin against forecast.
  • Find opportunities for cost efficiency and productivity improvement.

Your Skills and Experience

  • You will have a technical background in ICT Networking, be flexible and adaptable, and possess a passion for making things happen in a sustainable way to meet our client's needs.
  • Australian Citizen for security clearance purposes.
  • Excellent relationship building and strong influencing - negotiation skills.
  • Extensive ICT industry and Networking experience with multiple organisations.
  • Experience with P&L management and ICT operational delivery.
  • Demonstrated ability to analyse and interpret operational data identifying trends and issues.
  • Experience balancing operational and strategic needs, ensuring sustainable trade-offs in line with business objectives.
  • ITIL/ITSM experience and certification.

What We Offer

  • 3 days in the office, 2 days remote – with flexible hours to suit.
  • Inclusive paid parental leave, up to 14 weeks for the primary care giver.
  • All Optus people have access to resources, webinars and support via the 'Parents at Work portal'.
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).
  • Connect at work through one of our staff-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.

Keen to see what it's really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes.

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