Client Delivery Director

It starts with YES!
 

At Optus, we have an ambitious goal to be Australia’s most loved everyday brand.
 

The Client Delivery Director is the principal contact for all service operational and tactical issues for the Client and Optus delivery organizations. You will be the direct Client contact who is responsible for delivery of all high-value and in-scope contracted services across all involved service towers, ensuring that performance goals and cost commitments are met.
 

The Client Delivery Director orchestrates the multiple service management capabilities in an integrated operation and manages overall delivery commitments to the Client as the single point of end-to-end service delivery accountability within each account for meeting delivery targets, service excellence, and operating within the Operational Business Case (OBC) financial model.
 

The Client Delivery Director drives flawless end-to-end service transformation and project delivery to the Optus OB Clients to meet contractual requirements, SLAs within allowable expense to support Operational Business Case and P&L targets.

This role will support the delivery of the largest Federal Government Contact Centre.
 

Your day in the life at Optus
 

• Top level Incident escalation point for Client.
• Ensures all SLAs are met through analysis and presentation of SLA reporting whilst ensuring all contracted service levels are met.
• Handle third party vendor agreements applicable to the client.
• Ensures account allocation levels are sufficient to achieve customer and financial targets.
• Leads the achievement of customer happiness and service excellence targets.
• Ensures partners/supplier performance through close management of contractual deliverables.
• Supervises revenue, cost and margin against forecast for each account.
• Supports Project Services and project leads to ensure delivery of projects on time and on budget, and have been accepted into the operational environment.

Your skills to pay the bills
 

• Experience in ICT environment, demonstrate a strong, successful Operational Management experience of a strategic and operational nature.
• A track record in successfully achieving/exceeding operational goals.
• Experience in effective utilisation of remote delivery capability.
• ITIL/ITSM experience and basic certification (ITIL V2 or V3 fundamental).
• The ability to demonstrate financial management of a P&L.
• Ability to prepare and deliver clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively.
• Due to the requirements of the role you must be an Australian Citizen / Permanent Resident

Perks we love at Optus
 

• 3 days in the office, 2 days remote – with flexible hours to suit!
• Inclusive paid parental leave, up to 14 weeks for the primary care giver
• All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’
• Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
• Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
• Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!
 

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. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

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