Service Delivery Manager

There's no other communications company in Australia that has the range of opportunities on offer like at Telstra! Today we are a company that looks to the world of tomorrow.  Join Telstra and further your career in more ways than you can imagine.

The Network Application & Services (NAS) team delivers the full portfolio of network-centric Professional Services (Plan, Design, Integrate & Deploy), Managed Services (operate, manage and maintain) and Outsourcing Services (end-to-end management, transition and transformation management, and program and project management for Telstra's enterprise and government customers.

We are currently looking for a CDU Client Delivery Lead to contribute to the retention and growth of the client by providing the key delivery interface within Telstra. The role provides a holistic, end-to-end service relationship and ensures all Telstra and client deliverables are achieved with customer satisfaction targets met or exceeded. This role is expected to interact at a senior and strategic level with the client(s).

KPIs for this position relate to the areas of Customer Satisfaction, Customer Engagement, Financial, Operations, Contract and Service Management, as well as Internal Governance. The successful candidate will be able to manage all aspects of day to day operations while having an outlook on the future.

This person will responsible for building collaborative service improvement initiatives to ensure continuing customer satisfaction and loyalty.  Service delivery compliance will be underpinned by the CDU Service Governance Guidelines which are in turn aligned to Telstra's Service Management Framework. Another key accountability will be managing client expectations and relationship by ensuring all service levels and contractual obligations are met, performance reporting requirements are achieved and governance meetings addressing issues and service risk processes are managed appropriately.

To excel in this role you will have extensive experience in Service Management, including several years working in a complex infrastructure customer facing environment and solid knowledge of all areas of service management including Incident management, problem and change management.

Also essential is a proven experience in developing and growing customer relationships at a senior level as well as the proven skill to review, monitor and report of performance against the client contractual commitments, SLAs, performance metrics and Telstra objectives.

When you think about Telstra, it's the people who make it a success so if you can see yourself excelling in this role hit the Apply Now button now!
 
Telstra, imagine the possibilities.