Customer Success Manager at Euro Staffs

Euro Staffs; Darwin; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Bonus after 6 months

Wellbeing support

Parental leave 14 weeks

Salary packaging

Job summary

NEC Darwin is seeking a Customer Success Manager to deliver Managed Services for a government client. You will be the primary contact for ITIL functions and oversee service delivery, governance, and performance reporting to ensure contractual obligations are met.

You will lead a multidisciplinary service management team, drive continuous improvement, collaborate with implementation, operations and IT support, and present outcomes to executive stakeholders to support strategic objectives.

Qualifications

• Experience delivering ITIL-aligned service management for managed services.
• Experience in managed services for government clients.
• Proven leadership of diverse cross-functional teams.
• Strong communication with executives and stakeholders.

Responsibilities

• Act as escalation point for ITIL functions, ensuring customer success and satisfaction
• Lead, mentor, and manage service management teams, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and Service Improvement Analysts
• Oversee Change, Problem, and Continual Service Improvement activities to maintain service stability, availability, and performance
• Proactively identify and address customer needs, pain points, risks, and growth opportunities
• Collaborate cross-functionally with implementation, operations, and IT support teams to deliver exceptional customer experiences
• Own service governance, including service reviews, reporting, and executive-level presentations
• Provide regular performance reporting and insights to customers and internal stakeholders
• Drive continuous improvement initiatives to enhance service quality, efficiency, and outcomes
• Influence stakeholders and present compelling proposals

Skills

Customer relationship

Leadership

Communication

Managed services

ITIL

Change management

Problem management

CSI

Cross-functional collaboration

Stakeholder management

IT operations

Job description

Darwin, NT, AU. This Full time on site position offers great opportunities for career growth.

About the role

As Customer Success Manager, you'll play a critical role delivering Managed Services for a government client, acting as the primary point of contact for core ITIL functions and overseeing the delivery, performance, and governance of IT Services. You'll lead a multidisciplinary Service Management team, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and Service Improvement Analysts; ensuring ITIL-aligned processes are effectively executed and optimised. Working closely with the customer, you'll address service issues, provide performance reporting, and ensure Service Delivery meets all contractual obligations while driving continuous improvement across all service management functions. You'll also align NEC's IT services with the customer's strategic objectives, ensuring solutions are delivered efficiently, cost-effectively, and in support of broader business goals.

What You'll Be Doing

• Act as the escalation point for core ITIL functions, ensuring customer success and satisfaction
• Lead, mentor, and manage service management teams, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and Service Improvement Analysts
• Oversee Change, Problem, and Continual Service Improvement activities to maintain service stability, availability, and performance
• Proactively identify and address customer needs, pain points, risks, and growth opportunities
• Collaborate cross-functionally with implementation, operations, and IT support teams to deliver exceptional customer experiences
• Own service governance, including service reviews, reporting, and executive-level presentations
• Provide regular performance reporting and insights to customers and internal stakeholders
• Drive continuous improvement initiatives to enhance service quality, efficiency, and outcomes
• Influence stakeholders and present compelling proposals

Skills & Experience

• Proven success in a customer-facing ICT role, ideally within managed services
• Extensive experience in IT managed services or IT-focused service delivery
• Demonstrated leadership managing and developing diverse operational and service management teams
• Strong understanding of ITIL practices, particularly Change, Problem, and Continual Service Improvement
• Exceptional communication skills, with the ability to build trusted relationships at all levels
• A strong passion for customer experience and long-term client success
• Experience overseeing daily IT operations in complex environments
• Confidence engaging with technical specialists, senior leadership, and customer executives

What's in It for You?

• Extra rewards - bonus and wellness days after 6 months
• Wellbeing covered - health insurance discounts, EAP support, and wellbeing programs
• Work–life perks - 14 weeks paid parental leave, extra leave options, and paid volunteer days
• Everyday savings - retail, travel, entertainment and salary packaging benefits

Our Purpose

At NEC, we are committed to creating social values centered on safety, security, fairness, and efficiency, working towards a sustainable world where everyone can achieve their full potential.

NEC is an equal opportunity employer that welcomes and encourages applications from all backgrounds, communities, and industries. We are committed to maintaining a diverse and supportive environment, so we can thrive together!