Delivery Operations Manager

Peoplebank; North Sydney Council; On-site; AUD 90,000 - 130,000; Full time

Job summary

Peoplebank is seeking a proactive Customer Success/Account Delivery Manager to help clients transform operations through IT service delivery. You’ll work with networks and wireless solutions, align services to client priorities, and lead cross-functional teams to meet business needs.

You will build trusted relationships, coordinate resources during incidents, own escalation and post-incident reviews, and drive adoption of strategic IT solutions for customers in the NSW region.

Qualifications

• Experience in incident and problem management in complex IT environments.
• Strong presentation and stakeholder management skills.
• Ability to coordinate cross-functional teams and resources.
• ITIL and/or project management certifications are a plus.
• Cisco product experience is highly 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

Account management

Stakeholder management

Incident management

Problem management

Presentation skills

Cross-functional collaboration

ITIL certification

Project management

Cisco experience

Job description

About the Company:

Our client is an industry-leader producing solutions across various development areas, including networking, and wireless technology. Their commitment to advancement is evident in their continued leadership in these core domains.

About the Role:

Helping customers transform their operations through innovative solutions. The company builds high-performing teams that work closely with clients, understand their strategic priorities, and coordinate service delivery to meet business needs.

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 and Experience:

• Demonstrates excellent presentation skills, confidently engaging and influencing senior management and executive stakeholders.
• Possesses strong account and stakeholder management capabilities, building effective customer relationships.
• Proven expertise in incident and problem management within complex support environments.
• Effective at collaborating with cross-functional teams and performing under pressure in fast-paced settings.
• Holds, or is working toward, ITIL and/or project management certifications.
• Strong understanding of technology, networking concepts, and services, with Cisco product experience highly valued.

If you are a motivated professional with a passion for high-temperature operations and safety, we encourage you to apply.

Please note that Aida, our after-hours AI conversational screening assistant, may be used as part of the initial application process.

Peoplebank and Leaders IT are committed to creating a diverse and inclusive workplace where everyone belongs. We welcome applications from people of all backgrounds, identities, and experiences. If you need adjustments to the recruitment process due to your circumstances, please let us know—we’re here to support you.