Employment TypePermanentClosing Date20 June 2026 11:59pmJob TitleService Delivery ManagerJob SummaryJob DescriptionWe're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network.This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.What We OfferPerformance -related payAccess to thousands of learning programs so you can level-upGlobal presence across 22 countries; opportunities to work where we do business.Purchased annual leave schemeAdditional Telstra day offAdditional 30% off Telstra products and servicesToolkit provided (laptop + mobile phone + plan paid for)About the roleAs 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.Please note that this role is Canberra-based , and the successful candidate will need to be located in Canberra. Due to the nature of the position and customer requirements, we are unable to support hybrid working arrangements from other states.You thrive in a multi‐stakeholder environment, leading service delivery outcomes by coordinating cross-functional teams, managing performance against contractual obligations, and driving governance across customer engagements. You are responsible for ensuring services are delivered in line with agreed standards, while proactively identifying opportunities to improve customer experience and operational performance.You bring a strong customer-first mindset, with the ability to translate customer needs into actionable outcomes, influence stakeholders, and navigate complex challenges. As a key leader within a small, high-performing team, you take ownership of service outcomes and consistently deliver to a high standard, ensuring customer satisfaction targets are met or exceeded.This is how you'll bring the role to life:Lead the delivery of end-to-end service outcomes for large, complex customer accounts, ensuring alignment to contractual obligations, service levels, and customer expectationsAct as the primary point of contact for customers, building strong, trusted relationships and representing Telstra as a customer advocate across all engagementsDrive service performance by monitoring delivery standards, executing service improvement plans, and ensuring a consistent, high-quality customer experienceIdentify and pursue opportunities for growth by understanding customer needs, solving complex challenges, and partnering with sales teams to deliver value-driven solutionsOwn governance activities across customer accounts, including leading service reviews, ensuring contractual commitments are met, and maintaining visibility of performance, risks, and actionsAct 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 resolutionsCollaborate across Telstra business units (e.g. Product, Delivery, Commercial, Operations) to ensure successful execution of customer initiatives and service outcomesPartner with sales teams to support customer negotiations, renewals, and long-term agreements that align with customer strategies and drive profitable growthContribute to bid and tender processes by defining service delivery approaches, shaping customer solutions, and ensuring alignment to strategic objectivesSupport financial performance of accounts by contributing to cost management, monitoring spend against budget, and identifying opportunities to optimise service deliveryContinuously engage with customers to understand evolving needs, proactively identifying areas for improvement and innovationCommunicate clearly and effectively to provide visibility of priorities, performance, and outcomes across both customer and internal stakeholdersFoster strong internal relationships and contribute to a collaborative, high-performing team culture.About you:To be successful in the role as Service Delivery Manager, you will have:Hold a minimum of NV1 AGSVA security clearanceDemonstrated experience in service delivery, account management, or a similar role supporting complex, high-value customer environmentsStrong customer management and relationship-building skills, with the ability to act as a trusted advisor and primary point of contact for key stakeholdersProven experience managing service performance, including working with SLAs, contractual obligations, and governance frameworksThe ability to lead service delivery outcomes, navigating complex challenges and acting as an escalation point to drive timely and effective resolutionsStrong stakeholder management skills, with the ability to influence and collaborate across cross-functional teams to deliver customer and business outcomesCommercial awareness, with experience identifying opportunities for growth, supporting customer solutions, and contributing to account performanceExcellent communication skills, with the ability to clearly articulate priorities, performance insights, risks, and recommendations to both technical and non-technical audiencesThe ability to operate effectively in fast-paced, complex environments, managing competing priorities with a high level of ownership and accountabilityA proactive, solutions-focused mindset, with a strong drive to improve service delivery, enhance customer experience, and deliver measurable outcomesA collaborative and team-oriented approach, with a commitment to building strong internal relationships and contributing to a high-performing, supportive team culturePlease note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 2 (NV2) security clearance.We're amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023, being awarded an 'A' rating. If you want to work for a company that cares about sustainability, we want to hear from you.As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment
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