ITIL Lead, Customer Success Manager — Gov IT Services

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

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.