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Customer Focused Commercial Contract Manager

Date: 06-Aug-2019

Location: Canberra, Australia

Company: Singtel

So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.

We’ve put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.


Optus is embarking on a transformational growth strategy to become a content-driven multimedia brand. As a result, Optus Business is seeking a customer facing Contract Manager to act as a trusted advisor to support our Sales and Client Delivery teams to manage the contractual and commercial performance of Optus Business’ large customer contracts.  If you’re a go-getter, who loves a challenge and enjoys a fast-paced environment we want to hear from you.


As a Contract Manager you will provide proactive support for the development, maintenance and growth of complex customer contracts and associated supplier contracts.  You will work with the account team and the customer to help manage risk and mitigation strategies, oversee Optus and the customer's compliance to contracted commitments, assist in sales enablement for new opportunities, and grow customer satisfaction.


Essentially, you will be responsible for:

  • End to end ownership (including drafting, review and sign-off) of statements of works, variations and amendments to customer contracts;
  • Providing support in negotiation and drafting of customer contract terms including head terms and schedules;
  • Negotiating, drafting, reviewing and approving associated subcontractor agreements and amendments;
  • Working with stakeholders and subcontractors to ensure deliverables and outcomes required under the customer contract and subcontracts are met;
  • Maintaining oversight of ongoing compliance and governance of the customer contract;
  • Providing an escalation point to assist in resolving disputes, commercial, contractual and compliance matters;
  • Contract Optimisation, identifying areas to improve customer experience, reduce risk positions, improve margin performance and assist in Supplier optimisation;
  • Ensuring adherence to Optus’ governance and approval policies;
  • Actively participating in account and bid teams to support, collaborate and act as a trusted advisor; and
  • Collaborate with key internal stakeholders (e.g. Sales, Delivery, Products, Legal, Finance, Risk) to ensure appropriate due diligence is applied to the construction and execution of contracts on behalf of Optus Business.


What makes you perfect for this role?

  • You have relevant BASELINE security clearance (ideally NV1); 
  • Experienced customer facing Contract Manager with commercial experience and sound business judgement skills;
  • Proficient at drafting, reviewing and negotiating contract schedules, statements of work, variations and change requests;
  • Demonstrated experience in handling large and complex customer contracts – ideally is a supplier role servicing Federal Government;
  • Demonstrated experience in managing to closure commercial disputes of significant size;
  • Great communication skills and ability to build relationships with diverse teams– this is a customer facing role!
  • Have intense curiosity - a desire to go beneath the surface of a problem, find the questions at its heart and distil them into a very clear set of hypotheses that can be tested;
  • Understand the nuances in negotiation and dispute management to help a sales team grow an account over the contract term, whilst balancing risk and governance;
  • Good ICT/Telco knowledge – prior roles in an outsourcer, systems integrator or customer facing business division in a telco;
  • Understanding of Contract Law and commercial /financial principles – either through experience or certification; and
  • Member of the International Association for Contract and Commercial Management (IACCM) with professional certification (beneficial but not essential).


Before you apply please be aware that this role involves work for the Australian Government and will potentially have access to classified information/resources. As mentioned, a security clearance is required and therefore it is a requirement that the successful candidate be an Australian Citizen.


We are transforming. By expanding into new technology and relentlessly improving every day, we’re changing the face of telco in Australia. Apply now to become part of our team.