Customer Operations Manager

What You'll Be Doing
This role is responsible for owning the customer journey and service outcomes forour client's network and network operations services. Acting as the trusted interface between the customer and technical delivery teams, you ensure service quality, operational stability, and alignment of network performance with business objectives.

The position requires strong stakeholder management capability at both executive and operational levels, deep knowledge of managed network services, and the ability to interpret technical issues into meaningful business outcomes. The role balances proactive customer success management with structured service delivery governance, ensuring both value delivery and contract compliance. A key element is the ability to meet the customer where they are in their operational maturity journey, simplifying complexity, removing friction, and progressively building discipline without overwhelming the customer.

Key Responsibilities
Customer Advocacy and Engagement

• Act as the primary customer advocate for network and network operations services, ensuring customer needs are understood and met.
• Drive customer engagement by translating technical service performance into clear business outcomes.
• Build executive-level relationships with our client's IT and business stakeholders, ensuring transparency, trust, and value delivery.
• Proactively identify opportunities to improve customer experience and deliver additional value through managed services.
• Embed retention and loyalty initiatives to ensure renewals, referrals, and long-term partnerships.
• Develop personalised success roadmaps and onboarding experiences for new services and projects.
• Establish structured feedback loops to ensure the customer's voice influences continuous improvement.
• Adapt approach to customer maturity: introduce process and governance at a pace aligned to customer capability, building trust and discipline over time.
• Focus on removing operational friction first, then progressively uplift operational maturity.

Customer Advocacy and Engagement

• Understand and deliver all aspects of the Managed Services contract, ensuring SLAs are met and expectations aligned.
• Own the delivery of network services, ensuring SLAs, KPIs, and contractual commitments are consistently met.
• Ensure any consumption-based services, monthly fees, and commercials comply with the contract, with timely invoicing.
• Ensure change control processes are followed for all activities across the contract.
• Track assets in CMDB or equivalent, documenting environment state, risks, and improvements.
• Maintain a service catalogue for allocated managed service contracts.
• Lead service reviews (monthly, quarterly, and executive) with clear reporting, insights, and agreed actions.
• Champion Hi Care process for impacted customers, ensuring escalations are managed and resolved quickly.
• Partner with operations teams to ensure change, incident, and problem management processes align with ITIL/ISO 27001 standards.

Governance and Continuous Improvement

• Maintain a structured governance framework with communication channels, reporting cycles, and improvement plans.
• Create and manage a continuous service improvement register with actions and owners across client and internal teams.
• Demonstrate ongoing service improvements resulting in efficiency gains, cost-effectiveness, and added value.
• Manage the ongoing development and maintenance of the Managed Service Framework in line with ITIL and Quality Management Systems.
• Provide executive-level reporting and commentary on network availability, incidents, and service performance.
• Proactively identify, document, and manage risks in partnership with customer and internal stakeholders.

Commercial and Strategic Alignment

• Collaborate with account management and sales to identify growth opportunities within the network services portfolio.
• Provide input into contract renewals, expansions, and new service proposals.
• Ensure services remain cost-effective, scalable, and aligned with client's evolving strategy.
• Play an active role in the delivery of additional services and projects beyond the base contract.

Working Conditions

• Location: Melbourne
• Permanent, full-time position

What will make you successful in this role?

• 7+ years' experience in service delivery, customer success, or account management within IT/telecommunications.
• Strong customer success and service delivery management skills in managed service or telco environments.
• Proven ability to engage, influence, and present at executive level.
• Deep understanding of managed networks and network operations (firewalls, WAN, SD-WAN, monitoring).
• Excellent interpersonal and communication skills bridging technical and business perspectives.
• Strong negotiation, relationship building, and advocacy skills.
• Proven ability to coach and mentor internal teams to uplift service delivery capability.
• Strong analytical and problem-solving skills with a focus on proactive improvement.
• Experience with ITIL service management processes and ISO 27001 governance frameworks.
• Ability to adapt governance and delivery models to suit customer maturity, balancing pragmatism with discipline.
• Comfortable working in environments with low operational maturity, acting as both facilitator and coach to bring customers along the journey.
• Ability to adapt to fast-paced environments and manage multiple priorities.
• Proven experience managing large enterprise customers with complex network environments.
• Strong working knowledge of network technologies (Fortinet, Cisco, Juniper desirable).
• ITIL Foundation certification (v4 preferred); advanced ITIL certifications desirable (Service Design, Transition, Operation, CSI).
• Tertiary qualification in Information Technology, Business, or related discipline.
• Demonstrated success in building long-term customer partnerships with measurable outcomes.

Why is this an exciting opportunity?
Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1100+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent "as-a-service" providers in the market.

What Our People Say
"Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard."

Why you'll love working here
Culture of possibility
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A Strong Set Of Company Values
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable Employee Benefits
Career growth via succession planning, internal mobility programs, and mentorship opportunities.

Ongoing investment in professional development through industry certifications.

Employee benefits, recognition, and wellbeing platform.

Mental health support through our Employee Assistance Program.

Support for family and caring responsibilities, including paid parental leave.

Employee referral program, with monetary incentives offered.

Commitment to supporting Australia's veterans
Atturra is proud to be recognised as a Veteran Friendly Employer by the Department of Veterans Affairs' Veteran Employment Commitment (VEC) and is committed to supporting Australia's veteran community. We aim to enhance the employment experience for veterans by improving recruitment, support, retention, and leadership opportunities to ensure they have a meaningful and impactful career with us.

Careers | Atturra

Recruitment Agencies/Headhunters
We got this covered. Our Talent Acquisition team is working on our hiring demands and will reach out should we need extra support. Atturra only accepts referrals from agencies on our official supplier list via Agency Portal. Agencies are required to go through our procurement process, have an approved fee agreement, and be invited to participate in hiring for a job opening by the Atturra Talent Acquisition team. Any profiles or referrals submitted outside of this process will be deemed invalid. We request that you do not contact Atturra employees outside of the Talent Acquisition team for any hiring-related queries. To become an official supplier, send an expression of interest via

Atturra is passionate about playing an active role in addressing the digital skills gap and being an advocate for diversity and Inclusion, and welcomes applications from all irrespective of their gender, LGBTQI identity, ethnicity, religion, physical ability, or age.