Hybrid Contract & Service Delivery Lead

HPE Sdn Bhd; Sydney; Híbrido; AUD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & wellbeing benefits

Career development programs

Inclusive workplace and culture

Employee connectivity and community

Descripción de la vacante

Hewlett Packard Enterprise is seeking a Service Delivery Contract Manager to oversee contract governance, reporting, and customer success for enterprise contracts. This hybrid role requires collaboration across Sales, Finance, Legal and Operations, delivering dashboards, scorecards, and insights to drive renewals and value realization.

You will lead governance activities, manage service levels, and coordinate across teams to ensure commitments are met while driving improvement and growth

Formación

• Experience in Service Delivery, Contract Management, Customer Success, Managed Services, or Customer Operations.
• Strong understanding of service contracts, SLAs, and governance frameworks.
• Excellent analytical, reporting, and data interpretation skills.
• Ability to communicate effectively with both technical and executive stakeholders.

Responsabilidades

• Act as the primary owner of operational contract governance activities for assigned customer accounts.
• Monitor contractual obligations, deliverables, entitlements, service levels, and key milestones.
• Ensure services are delivered in accordance with contractual commitments and agreed scope.
• Maintain accurate contract records, amendments, renewals, and customer governance documentation.
• Identify contractual risks, service delivery gaps, and potential compliance issues, coordinating remediation plans where required.
• Support customer audits, business reviews, and service governance meetings.
• Track contract renewal dates and provide renewal readiness reporting to stakeholders.
• Preparation of notice material in accordance with contractual requirements.
• Collaborate with Sales, Finance, Legal, and Service Delivery teams to manage contract variations and commercial changes.
• Develop and deliver monthly and quarterly service performance reports.
• Produce customer scorecards covering SLA attainment, incident trends, service availability, support performance, and customer satisfaction metrics.
• Analyze operational data and provide actionable recommendations to improve service outcomes, identify risks and propose appropriate mitigation strategies.
• Monitor key service delivery KPIs and identify trends requiring management attention.
• Prepare executive dashboards and customer-facing reports for governance meetings and Quarterly Business Reviews (QBRs).
• Ensure reporting accuracy through effective management of data across CRM, ITSM, and business intelligence systems.
• Support Service Delivery Managers in maintaining strong customer relationships.
• Coordinate customer governance activities including service reviews, action tracking, and follow-up reporting.
• Measure and report customer health indicators, service adoption, and engagement metrics.
• Identify potential customer risks and elevate concerns that may impact renewals, satisfaction, or service delivery.
• Track customer actions and ensure accountability for agreed outcomes.
• Contribute to the resolution of contractual issues, incident management or related disputes where required.
• Contribute to customer retention and expansion opportunities by providing insight into service performance and customer value realization.
• Drive continuous improvement initiatives related to reporting, governance, and contract administration processes.
• Ensure that notices, correspondence, minutes and other associated documents are properly stored on document management systems.
• Identify opportunities to automate reporting and increase operational efficiency.
• Improve data quality and consistency across service management systems.
• Develop standard templates, reporting frameworks, and governance processes to support scalable service delivery.

Conocimientos

Leadership experience

Stakeholder management

Analytical thinking

Communication skills

Problem solving

Herramientas

Power BI

Microsoft Excel

Tableau

ServiceNow

Salesforce

Descripción del empleo

Hewlett Packard Enterprise is seeking a Service Delivery Contract Manager to oversee contract governance, reporting, and customer success for enterprise contracts. This hybrid role requires collaboration across Sales, Finance, Legal and Operations, delivering dashboards, scorecards, and insights to drive renewals and value realization.

You will lead governance activities, manage service levels, and coordinate across teams to ensure commitments are met while driving improvement and growth