Service Delivery Manager

Employment Type

Closing Date

Job Title

Job Summary

Job Description

Were an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. Were all about providing the best experience and delivering the best tech on the best network.

This includes making Telstra the place you want to work. For you that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

What We Offer
Performance-related pay
Access to thousands of learning programs so you can level-up
Global presence across 22 countries; opportunities to work where we do business.

Purchased annual leave scheme

Additional Telstra day off

Additional 30% off Telstra products and services

Toolkit provided (laptop mobile phone plan paid for)

About the role

As a Service Delivery Manager you play a pivotal role in the retention growth and overall success of large complex or high-value customer accounts within a defined segment. You act as the primary interface between Telstra and the customer building strong trusted relationships and ensuring the consistent delivery of high-quality services.

Please note that this role is Canberra-based and the successful candidate will need to be located in Canberra. Due to the nature of the position and customer requirements we are unable to support hybrid working arrangements from other states.

You thrive in a multistakeholder environment leading service delivery outcomes by coordinating cross-functional teams managing performance against contractual obligations and driving governance across customer engagements. You are responsible for ensuring services are delivered in line with agreed standards while proactively identifying opportunities to improve customer experience and operational performance.

You bring a strong customer-first mindset with the ability to translate customer needs into actionable outcomes influence stakeholders and navigate complex challenges. As a key leader within a small high-performing team you take ownership of service outcomes and consistently deliver to a high standard ensuring customer satisfaction targets are met or exceeded.

This is how youll bring the role to life:

• Lead the delivery of end-to-end service outcomes for large complex customer accounts ensuring alignment to contractual obligations service levels and customer expectations

• Act as the primary point of contact for customers building strong trusted relationships and representing Telstra as a customer advocate across all engagements

• Drive service performance by monitoring delivery standards executing service improvement plans and ensuring a consistent high-quality customer experience

• Identify and pursue opportunities for growth by understanding customer needs solving complex challenges and partnering with sales teams to deliver value-driven solutions

• Own governance activities across customer accounts including leading service reviews ensuring contractual commitments are met and maintaining visibility of performance risks and actions

• Act as the key escalation point for customers and internal stakeholders leading the identification of root causes and coordinating cross-functional teams to deliver timely and sustainable resolutions

• Collaborate across Telstra business units (e.g. Product Delivery Commercial Operations) to ensure successful execution of customer initiatives and service outcomes

• Partner with sales teams to support customer negotiations renewals and long-term agreements that align with customer strategies and drive profitable growth

• Contribute to bid and tender processes by defining service delivery approaches shaping customer solutions and ensuring alignment to strategic objectives

• Support financial performance of accounts by contributing to cost management monitoring spend against budget and identifying opportunities to optimise service delivery

• Continuously engage with customers to understand evolving needs proactively identifying areas for improvement and innovation

• Communicate clearly and effectively to provide visibility of priorities performance and outcomes across both customer and internal stakeholders

• Foster strong internal relationships and contribute to a collaborative high-performing team culture.

About you:

To be successful in the role as Service Delivery Manager you will have:

• Hold a minimum of NV1 AGSVA security clearance

• Demonstrated experience in service delivery account management or a similar role supporting complex high-value customer environments

• Strong customer management and relationship-building skills with the ability to act as a trusted advisor and primary point of contact for key stakeholders

• Proven experience managing service performance including working with SLAs contractual obligations and governance frameworks

• The ability to lead service delivery outcomes navigating complex challenges and acting as an escalation point to drive timely and effective resolutions

• Strong stakeholder management skills with the ability to influence and collaborate across cross-functional teams to deliver customer and business outcomes

• Commercial awareness with experience identifying opportunities for growth supporting customer solutions and contributing to account performance

• Excellent communication skills with the ability to clearly articulate priorities performance insights risks and recommendations to both technical and non-technical audiences

• The ability to operate effectively in fast-paced complex environments managing competing priorities with a high level of ownership and accountability

• A proactive solutions-focused mindset with a strong drive to improve service delivery enhance customer experience and deliver measurable outcomes

• A collaborative and team-oriented approach with a commitment to building strong internal relationships and contributing to a high-performing supportive team culture

Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 2 (NV2) security clearance.

Were amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023 being awarded an A rating. If you want to work for a company that cares about sustainability we want to hear from you.

As part of your application with Telstra you may receive communications from us on(for job applications in Australia) and 1 (for job applications in the Philippines and India).

When you join our team you become part of a welcoming and inclusive community where everyone is respected valued and celebrated. We actively seek individuals from various backgrounds ethnicities genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process all identified candidates will undergo a background check and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.

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