Customer Operations Delivery Manager

Peoplebank; Sydney; On-site; AUD 100,000 - 140,000; Full time

Job summary

Peoplebank in Sydney, Australia, is recruiting for a client-facing role to help transform customer operations through innovative solutions. You will build strong relationships with customer teams, coordinate resources, and act as a trusted advisor to maximize service availability.

You will manage incidents, lead escalation, and align resources including Asset Managers, Learning Advisors, and Network Engineers.

Qualifications

• Excellent presentation skills to engage senior management and executives.
• Strong account and stakeholder management capabilities.
• Proven incident and problem management experience in complex support environments.
• Ability to collaborate with cross-functional teams and perform under pressure.
• Holds, or is pursuing, ITIL and/or project management certifications.
• Solid understanding of networking concepts; Cisco experience valued.

Responsibilities

• Builds strong relationships with customer operational teams and serves as a trusted advisor.
• Coordinates resources to resolve incidents quickly, maximizing service availability and minimizing business impact.
• Acts as the primary escalation point, providing regular updates and post-incident analysis.
• Manages and aligns resources, including Asset Managers, Learning Advisors, and Network Engineers.
• Leads the operational component of Quarterly Business Reviews (QBRs), demonstrating value and strengthening customer trust.
• Drives adoption by understanding customer business objectives and aligning solutions to support operational and strategic outcomes.

Skills

Presentation skills

Account & stakeholder management

Incident & problem management

Cross-functional collaboration

ITIL or project management certs

Networking concepts (Cisco)

Job description

Peoplebank in Sydney, Australia, is recruiting for a client-facing role to help transform customer operations through innovative solutions. You will build strong relationships with customer teams, coordinate resources, and act as a trusted advisor to maximize service availability.

You will manage incidents, lead escalation, and align resources including Asset Managers, Learning Advisors, and Network Engineers.