Strategic Service Delivery Executive

2 weeks ago

Canberra, ACT, Australia Singtel Full time

As a key player in our Canberra office, you will lead the delivery of high-value services to a major Optus Enterprise client. The Senior Client Delivery Manager is responsible for orchestrating multiple service management capabilities to ensure seamless end-to-end service transformation and project delivery.

About the Role

You will be the principal contact for all service operational and tactical issues, ensuring that performance goals and contractual commitments are met. This role requires strong leadership skills to build and manage a cross-cultural, cross-tower, and cross-business team for effective and efficient customer support.

Key Responsibilities
  • Top-level incident escalation point for the client 24/7
  • Drive the delivery of remedial actions and recommendations
  • Ensure timely and consistent delivery of all service management capabilities
  • Ensure all SLAs are met through analysis and presentation of SLA reporting
  • Identify opportunities for cost efficiency and productivity improvement
  • Manage third-party vendor agreements applicable to the client
  • Ensure frequent customer engagements to communicate overall account performance and provide the client with an opportunity to provide feedback
What You Need to Succeed

This role requires a strong service/client delivery experience, significant and relevant business experience with multiple customers, and the ability to build and sustain strong customer relationships at all levels.

Additionally, you should have evident foundations to prepare and deliver clear, concise, and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, and active listening.

Why Optus?

At Optus, we believe in growing into new technology and relentlessly improving every day to craft a better tomorrow for all Australians. We offer a competitive salary (approximately $120,000 - $180,000 per annum) and discounts on products and services, as well as ongoing training, mentoring, and development opportunities. Our hybrid working flexibility allows you to balance your work and personal life effectively.

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