Director, Client Delivery

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

Lead end‑to‑end service delivery across a major Enterprise & Government portfolio, ensuring outstanding client outcomes, profitability, and operational performance. You’ll oversee a high‑performing team of Client Delivery Directors/Managers and work across a complex matrix with Networks, Sales, Trustwave, NCS and operations teams to deliver seamless fulfilment, SLA performance, transformation programs and commercial results.

This role owns senior client engagement (including CxO level), drives cost efficiency and margin improvement, identifies in‑account growth opportunities, and leads delivery across projects, provisioning, engineering, and managed services.

What You’ll Do

• Drive financial performance by handling OPEX within AOP budgets and ensuring revenue and margin delivery across a $200M+ portfolio, including licensing renewals and new carriage fulfilment.
• Ensure exceptional client satisfaction by meeting all SLAs, achieving VOC and Delivery Management targets, and maintaining active CSIP, risk registers, and client sentiment programs.
• Own end‑to‑end delivery outcomes across the portfolio, ensuring services are delivered to contracted obligations and client expectations from onboarding and transition through to BAU, acting as the senior escalation point and accountable delivery leader.
• Lead and develop high‑performing teams by ensuring cross‑skilling, clear KPIs/PDRs, succession planning, and a strong capability uplift across Client Delivery leaders.
• Strengthen service delivery excellence through strict compliance with contractual obligations, proactive SLA reporting, and continuous improvement of processes and templates.
• Support business growth by promoting SIAM services in major deals and developing “go‑to‑market” collateral, business case templates, and scalable delivery governance frameworks.
• Embed a success management mindset in delivery by driving adoption/enablement, surfacing actionable insights from performance data, and shaping recommendations that improve ROI and long‑term outcomes for customers.

What You Bring

• Proven leadership experience in Client Delivery, with the capability to lead large, complex customer portfolios and cross‑functional teams.
• Strong background across ICT, client delivery, and project management, with the ability to translate business needs into actionable delivery outcomes.
• Excellent business acumen with a track record of leading commercial performance, contractual obligations, and customer expectations.
• Sound understanding of contract management principles and the ability to drive compliance, negotiation, and risk mitigation.
• Ability to work effectively in dynamic, fast‑paced ICT or Telco environments (technical background highly regarded).
• Exceptional communication, stakeholder engagement and relationship‑building skills, with a customer‑first mindset.

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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

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