Senior Client Delivery Manager

Optus Enterprise; Canberra; Hybrid; AUD 180,000 - 230,000; Full time

Benefits offered by this job

AU$80 monthly credit

25% off Optus products

Hybrid work: 3 days in office, 2 days

Job summary

Optus Enterprise in Canberra seeks a Senior Client Delivery Manager to lead end-to-end delivery of managed ITSM services for a Federal Government client. You will drive service levels, incidents, changes, and continuous improvement, while maintaining financial accountability and strong client relationships.

You will bring 10+ years in ICT, ITIL/ITSM excellence, and experience in complex government environments, with the ability to obtain a Federal Baseline Security Clearance.

Qualifications

• Federal Government Baseline Security Clearance, or ability to obtain one.
• 10+ years in ICT with managed services and complex enterprise/government delivery.
• Strong ITIL/ITSM knowledge and SLA/KPI management.
• Proven cross-functional team leadership and stakeholder influence.
• Excellent commercial and financial acumen for budgets and vendor performance.
• Outstanding communication and presentation skills at all levels.
• Experience with ServiceNow in managed services environments.

Responsibilities

• Lead operational delivery of contracted ITSM services and achieve SLAs.
• Build relationships with client stakeholders and act as escalation point.
• Oversee major incidents, problem management, and change activities.
• Drive continuous service improvement to enhance value and reduce costs.
• Collaborate with internal teams, partners and suppliers for seamless execution.
• Identify client needs and growth opportunities with account teams.

Skills

ITIL

ITSM

ServiceNow

Cross-functional leadership

Vendor management

Stakeholder engagement

Budget management

Tools

ServiceNow

Job description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As a Senior Client Delivery Manager, you will lead the end-to-end operational delivery of managed ITSM services for a major Federal Government customer. Acting as the primary service delivery lead, you will ensure contractual service levels are achieved, drive continuous service improvement, manage critical incidents and changes, and foster trusted client relationships. Working across a matrixed organisation, you will coordinate technical delivery teams, optimise operational performance, identify growth opportunities, and deliver exceptional customer outcomes while maintaining financial and operational accountability.

This role is Canberra (ACT) based and requires a Federal Government Baseline Security Clearance, or the ability to obtain and maintain one.

What You'll Do

• Lead the operational delivery of contracted ITSM services, ensuring service levels, customer expectations, and commercial commitments are consistently achieved.
• Build and maintain strong relationships with client stakeholders, acting as a trusted advisor and escalation point for service delivery matters.
• Oversee major incidents, problem management, service transitions, and change activities to minimise risk and maintain service excellence.
• Drive continuous service improvement initiatives, identifying opportunities to enhance performance, reduce costs, and increase customer value.
• Collaborate with internal delivery teams, partners, and suppliers to ensure seamless service execution and successful project transitions into operations.
• Identify emerging customer needs and business opportunities, partnering with account teams to support growth, innovation, and long-term account success.

What You'll Bring

• Hold a Federal Government Baseline Security Clearance, or have the ability to obtain and maintain one.
• 10+ years' experience within the ICT industry, including significant experience delivering managed services and operational outcomes in complex enterprise or government environments.
• Proven expertise in IT Service Management (ITSM), with strong ITIL knowledge and experience managing service delivery against contractual SLAs and KPIs.
• Demonstrated success leading cross-functional and matrixed teams, influencing stakeholders, and driving customer-focused outcomes.
• Strong commercial and financial acumen, with experience managing operational budgets, vendor performance, resource allocation, and service optimisation initiatives.
• Exceptional stakeholder management, communication, and presentation skills, with the ability to engage effectively at all organisational levels.
• Experience with ServiceNow and managed services environments, with a track record of successfully managing complex customer relationships, escalations, and operational service delivery.

The good stuff….

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity