Service Delivery Contract Manager

HPE Sdn Bhd; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Health & wellbeing benefits

Career development programs

Inclusive workplace and culture

Employee connectivity and community

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership experience

Stakeholder management

Analytical thinking

Communication skills

Problem solving

Tools

Power BI

Microsoft Excel

Tableau

ServiceNow

Salesforce

Job description

Service Delivery Contract Manager

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.Our culture thrives onfinding new and better ways to accelerate what’s next.We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs.We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you.Open up opportunities with HPE.

Job Description:

The Service Delivery Contract Specialist is responsible for managing the operational and commercial aspects of customer service contracts to ensure contractual obligations, service levels, and customer commitments are consistently achieved. The role serves as a key interface between customers, Service Delivery Managers, Customer Success teams, Sales, Finance, and Operations, providing visibility of service performance, contractual compliance, and customer outcomes.

The position combines contract governance, service reporting, customer success analytics, and operational coordination to drive customer satisfaction, contract retention, service excellence, and business growth.

Key Responsibilities

Contract Governance & Compliance

• 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.

Service Delivery Reporting

• 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.

Customer Success & Governance

• 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.

Operational Excellence

• 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.

Education & Experience Required

Essential

• Must have Australian Citizenship or Permanent Residency to be considered for this role

• Previous leadership experience.
• 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.
• Solving complex problems related to contract management and administration.
• Advanced knowledge of Microsoft Excel, Power BI, and reporting tools.
• Strong stakeholder management and communication skills.
• Ability to communicate effectively with both technical and executive stakeholders.
• Strong organizational skills with the ability to manage multiple customer contracts and reporting cycles simultaneously.
• Fluent written and verbal English skills

Desirable

• Experience in networking, telecommunications, cloud, software, or managed services industries.
• Comfortable to perform duties independently, be accountable and high degree of responsiveness.
• Knowledge of ITIL Service Management practices.
• Experience with ServiceNow, Salesforce, Power BI, Tableau, or equivalent platforms.
• Understanding of customer success methodologies and customer lifecycle management.
• Experience supporting enterprise or service provider customers.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

Job:

Services

Job Level:

Expert

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer. We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

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