Client Delivery Director

Optus; Australia; Hybrid; AUD 210,000 - 320,000; Full time

Benefits offered by this job

AU$80 monthly credit

Product discounts (25% off Optus)

Flexible work model: 3 days in office,

Parental leave up to 16 weeks

Counselling and wellbeing support

Job summary

Optus is seeking a Client Delivery Director to lead a team of Client Delivery Managers responsible for delivering commitments to Federal government customers. The role focuses on operational excellence, service performance, and financial commitments across multiple service towers in a high-visibility environment.

You will maintain incident oversight, drive corrective actions, and ensure SLAs are met while fostering strategic partnerships with internal stakeholders and customers to deliver

Qualifications

• Proven experience in managing service delivery for high-value clients.
• Ability to complete seamless end-to-end service transformation and project delivery.
• Proven experience in effective stakeholder engagement.
• Outstanding ability to drive transformation of the client’s environment to deliver high value, efficient solutions.

Responsibilities

• Accountable for Operational, Security & Risk deliverables to the customer.
• Maintain an overall view of all incidents impacting customers.
• Lead the implementation of corrective measures and suggestions.
• Ensure all contracted service levels are met and initiate CSIP’s to improve SLA performance as needed.
• Develop strong working relationships with all collaborators to ensure Optus achieves customer outcomes.

Skills

Service delivery management

Stakeholder engagement

End-to-end transformation

Incident management

Job description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions. Supporting the Federal Government Portfolio, the Client Delivery Director is responsible for leading a team of Client Delivery Managers accountable for the delivery of Optus' commitments to Federal government customers. This high-impact leadership role champions customer outcomes, ensuring service performance, contractual obligations and financial commitments are achieved across multiple service towers. Working closely with internal stakeholders and customers, you will drive operational excellence, strengthen strategic partnerships and deliver exceptional service outcomes in a complex and highly visible environment.

What You’ll Do | Your day to day will consist of:

• Accountable for Operational, Security & Risk deliverables to the customer.
• Maintain an overall view of all incidents impacting customers.
• Lead the implementation of corrective measures and suggestions.
• Ensure all contracted service levels are met and initiate CSIP’s to improve SLA performance as needed.
• Develop strong working relationships with all collaborators to ensure Optus achieves customer outcomes.

What You Bring | What makes you perfect for the role?

• Proven experience in managing service delivery for high-value clients.
• Ability to complete seamless end-to-end service transformation and project delivery.
• Proven experience in effective stakeholder engagement.
• Outstanding ability to drive transformation of the client’s environment to deliver high value, efficient solutions.

The good stuff…. | What’s in it for you?

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable. Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity