Client Delivery Manager

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About the Role...

Based in Melbourne, you will be working on key accounts within Optus Enterprise Client Delivery. The Client Delivery Manager (CDM) is the principal contact for all service operational and tactical issues, and the success of client relationships. They 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 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 working with 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?

Develop and nurture long-term partnerships with clients, understanding their business objectives, success metrics, and strategic priorities.

Work proactively to grow the relationship and identify opportunities for Optus to deliver additional value.

Usage Analysis and Optimization: analyze client usage patterns and suggest optimizations to enhance their experience and efficiency.

Continuous Improvement: Use client feedback to drive continuous improvement in Optus’ service delivery, products, services and customer success strategies.

Manage customer escalations relating to any contracted service of deliverable.

Ensures timeline and consistent delivery of all service management capabilities, and contractual deliverables.

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 client delivery or service management 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!