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Senior Client Delivery Manager

4 months ago

Canberra, Australia Singtel Group Full time

As we move into the next generation, Optus will continue to invest in our people, our communities, our networks and a sustainable future to help build a better and more connected future for Australians.

About the Role...

Based in Canberra, ACT- working on a key Strategic account within Optus Enterprise client side, the Senior Client Delivery Manager  is the principal contact for all service operational and tactical issues for one of the nominated Service Towers within Optus. As a direct Client contact position, you are responsible for delivery of all high-value and in-scope contracted services across the nominated remit, ensuring that performance goals and contractual commitments are met. The role requires you to orchestrate the multiple service management capabilities in a coordinated operation.

The Senior CDM implements seamless end-to-end service transformation and project delivery to this key strategic OE client ensuring contractual requirements are met. Whilst developing and nurturing a premier client relationship at the executive level supporting their assigned Account Manager in identifying growth opportunities.

Measured on the ability to deliver innovative and excellent services at the lowest possible cost and improve efficiency, driving transformation of the Client’s environment to deliver high value cost effective solutions aligned with ITIL4 processes. The CDM promotes Client satisfaction through efficient, effective delivery of services; proactively handling issues that could impact service delivery; and identifying and driving optimisation while managing scope, resources and cost of delivery.

Ready to reimagine your career with Optus?

  • Top level Incident escalation point for Client 24/7
  • Drives the delivery of remedial actions and recommendations
  • Ensures timeline and consistent delivery of all service management capabilities.
  • Ensures all SLAs are met through analysis and presentation of SLA reporting.
  • Identifies opportunities for cost efficiency and productivity improvement
  • Manage third party vendor agreements applicable to the client
  • Ensures frequent customer engagements are to take place to communicate overall account performance and provide the client an opportunity to provide feedback.
  • Owns the achievement of customer satisfaction and service excellence targets whilst ensuring Optus partners and suppliers have appropriate commercial arrangements in place to support our customer obligations.

It starts with You

  • Strong service/client delivery experience
  • Significant and relevant business experience with multiple customers
  • Ability to build & sustain strong customer relationship at all levels
  • Evident foundations to prepare and deliver clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively
  • Leadership ability in building & managing a cross cultural, cross tower & cross business team for effective & efficient customer support

 

So, why Optus?

At Optus, we don’t sit back and let the future happen to us - we’re out there making it By growing into new technology and relentlessly improving every day, we’re crafting a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and build strong connections with our customers.

Optus is a place where we let you innovate. We're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary + discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Hybrid working flexibility, with a focus on you Our people