Customer Technical Lead

Job Summary

Purpose of the Role

As a Customer Technical Lead, you pride yourself on your exceptional technical capability and service excellence.

In this role your mission is to ultimately increase Telstra's market share, by securing and delivering outstanding IT consulting solutions to our government customers in South Australia.

You provide consulting services and lead medium-large scale engagements across our government customer portfolio, often managing multiple engagements at a time.

Your technical and commercial acumen, passion for customer engagement, strong communication skills and experience in delivering both pre and post sales activities are critical to success in this role.

• You understand Telstra's customer needs intimately, applying your deep knowledge of our solutions and services and key relationships (e.g. Account & Sales Team, Engineering teams) to influence their technology strategy.

• Your ability to articulate how technology can transform businesses, and your entrepreneurial spirit is what makes you exceptional at your job, you're focused on developing end-to-end technology solutions.

• You communicate with influence, thrive off collaborating with a diverse range of stakeholders, and apply your technical acumen to be successful in this role.

• Maintain high billable utilisation target to influence customer strategy and outcomes.

Responsibilities of the Role

As a Customer Technical Lead, you leverage your technical domain knowledge (e.g. Network, Network Security, Data Centre, Cloud Wireless, or Cyber Security) and experience in delivering Business Technology Consulting services to deliver the following responsibilities:

• Contribute to pre-sales activities, including reviewing inbound statements of work (SOWs), validating and quantifying scope variations, providing technical guidance, and participating in kick-off meetings to ensure all relevant information has been handed over from sales to set up delivery for success

• Leverage your subject-matter expertise and strong understanding/translation of customer requirements to scope best-practice services and solutions in line with financial and performance targets. This includes taking ownership of Low Level Design (LLD) documentation, and leading of design workshops

• Lead the design, development and delivery of multiple technology consulting engagements; providing technical authority for the overall design, approach and customer deliverables, and ensuring they are delivered in line with quality, cost and time standards

• Significantly contribute to project management activities, breaking projects down into clear outcomes, milestones and deliverables, and delegating activities to the team (e.g. planning, design, implementation, documentation) to ensure maximum and efficient utilisation of available resources

• Act as a central point of customer contact for technical communications and escalations, and leverage your deep experience and lessons learned to develop issue mitigation strategies and support your team in resolving risks to service delivery

• Athentically engage and manage key stakeholder relationships both internally (e.g. across Telstra Purple Sales, Delivery and Project teams) and externally (e.g. with customers and vendors), in order to deliver outstanding solutions across our portfolio

• Regularly communicate and collaborate with the PMO, providing knowledge transfer on key deliverables to ensure the tracking of tasks and management of schedules

• Continuously develop your own knowledge, skills and understanding of industry best practice/ technologies, and share your knowledge to mentor, coach and enable more junior project team members to deliver to a high standard of technical quality

• Take accountability for your own contribution to service delivery and project profitability, ensuring you meet your team's OKR targets (e.g. Projects delivered in budget, client satisfaction, billable utilisation, technical quality, timesheet submission)

• Significantly contribute to continuous improvement initiatives and thought leadership, providing input and performing Quality Assurance (QA) on customer-facing solutions and documentation

Key Skills

• Key Skills & Technical Expertise:

• Technical cyber security concepts & solution outcomes

• Technical understanding of multiple network solution outcomes

• Demonstrated experience in leading & winning complex security services

• Demonstrated technical security relationships with large enterprise customers

• Demonstrated experience developing security services & solutions to be delivered in market

• Business Acumen

• Collaboration

• Communication

• Complex solution design

• Critical Thinking

• Customer Obsession

• Designing complex systems

• End-to-End Solution Design

• Problem Solving

• Requirements Gathering

• Service Management

Qualifications / Certification

• Bachelor Degree

• Vendor Certifications (eg. CCNP, Fortinet NSE 4, etc)

• Industry Certifications (ISACA, CompTIA etc)