Service delivery manager

As a Service Delivery Manager, you play a pivotal role in the retention, growth and overall success of large, complex or high‐value customer accounts within a defined segment. You act as the primary interface between Telstra and the customer, building strong, trusted relationships and ensuring the consistent delivery of high‐quality services. This role is Canberra‐based and requires you to be located in Canberra. Hybrid working arrangements from other states are not supported.

• Lead the delivery of end‐to‐end service outcomes for large, complex customer accounts, ensuring alignment to contractual obligations, service levels and customer expectations.
• Act as the primary point of contact for customers, building strong, trusted relationships and representing Telstra as a customer advocate across all engagements.
• Drive service performance by monitoring delivery standards, executing service improvement plans and ensuring a consistent, high‐quality customer experience.
• Identify and pursue opportunities for growth by understanding customer needs, solving complex challenges and partnering with sales teams to deliver value‐driven solutions.
• Own governance activities across customer accounts, including leading service reviews, ensuring contractual commitments are met and maintaining visibility of performance, risks and actions.
• Act as the key escalation point for customers and internal stakeholders, leading the identification of root causes and coordinating cross‐functional teams to deliver timely and sustainable resolutions.
• Collaborate across Telstra business units (e.g. Product, Delivery, Commercial, Operations) to ensure successful execution of customer initiatives and service outcomes.
• Partner with sales teams to support customer negotiations, renewals and long‐term agreements that align with customer strategies and drive profitable growth.
• Contribute to bid and tender processes by defining service delivery approaches, shaping customer solutions and ensuring alignment to strategic objectives.
• Support financial performance of accounts by contributing to cost management, monitoring spend against budget and identifying opportunities to optimise service delivery.
• Continuously engage with customers to understand evolving needs, proactively identifying areas for improvement and innovation.
• Communicate clearly and effectively to provide visibility of priorities, performance and outcomes across both customer and internal stakeholders.
• Foster strong internal relationships and contribute to a collaborative, high‐performing team culture.

• Hold a minimum of NV2 (Negative Vetting 2) AGSVA security clearance.
• Demonstrated experience in service delivery, account management or a similar role supporting complex, high‐value customer environments.
• Strong customer management and relationship‐building skills, with the ability to act as a trusted advisor and primary point of contact for key stakeholders.
• Proven experience managing service performance, including working with SLAs, contractual obligations and governance frameworks.
• Ability to lead service delivery outcomes, navigating complex challenges and acting as an escalation point to drive timely and effective resolutions.
• Strong stakeholder management skills, with the ability to influence and collaborate across cross‐functional teams to deliver customer and business outcomes.
• Commercial awareness, with experience identifying opportunities for growth, supporting customer solutions and contributing to account performance.
• Excellent communication skills, with the ability to clearly articulate priorities, performance insights, risks and recommendations to both technical and non‐technical audiences.
• Ability to operate effectively in fast‐paced, complex environments, managing competing priorities with a high level of ownership and accountability.
• A proactive, solutions‐focused mindset, with a strong drive to improve service delivery, enhance customer experience and deliver measurable outcomes.
• A collaborative and team‐oriented approach, with a commitment to building strong internal relationships and contributing to a high‐performing, supportive team culture.
• Must be an Australian Citizen.

Telstra is an equal opportunity employer. We encourage applications from all qualified individuals regardless of background, ethnicity, gender, disability or any other protected characteristic.