Customer Delivery Manager

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

This role is a 12–18 month maternity leave cover, with a strong opportunity to extend based on business needs and performance.

The Victorian Government Client Delivery Manager (CDM) at Optus is a trusted advisor responsible for ensuring Victorian Government clients realise maximum value from their partnership with Optus. Acting as the primary point of contact, the CDM drives positive client outcomes through strong relationships, strategic alignment, and effective service delivery.

Using a consultative approach, the Client Delivery Manager aligns Optus solutions to client objectives, oversees end‑to‑end service performance, ensures contractual commitments are met, and proactively handles risks and issues. Working closely with Sales, Product, and Delivery teams, the role focuses on client satisfaction, retention, and finding opportunities for optimisation, innovation, and growth.

What You’ll Do

• Build and maintain strong, long‑term partnerships with Victorian Government clients, positioning Optus as a trusted advisor through deep understanding of client objectives, success metrics, and industry trends.
• Act as the single point of accountability for end‑to‑end service delivery, ensuring SLAs, contractual obligations, and performance targets are consistently met across all service towers.
• Drive client success and growth by aligning Optus solutions to business needs, leading strategic and operational reviews, and identifying opportunities for optimisation, innovation, renewal, and upsell.
• Proactively handle client satisfaction by overseeing issue resolution and incident escalation, leading continuous service improvement initiatives, and ensuring a positive client experience.
• Lead cross‑functional collaboration across Sales, Product, Networks, Delivery teams, and third‑party vendors to deliver seamless, cost‑effective, and high‑value outcomes.
• Monitor financial and operational performance, including revenue, costs, margins, and resourcing, ensuring alignment with forecasts while supporting customer and Optus business objectives.

What You Bring

• 5+ years’ experience handling enterprise or government clients, with a consistent record in customer success, account management, or service delivery within complex, large‑scale environments.
• Strong capability operating in matrixed organisations, effectively influencing cross‑functional teams and senior partners without direct authority.
• Deep knowledge of client success frameworks and best practices, including success planning, customer health measurement, and value realisation.
• Solid operational and service delivery expertise, including SLA management, incident escalation, continuous improvement, and coordination across multiple service towers.
• Strong understanding of telecommunications, network services, and IT solutions, with the ability to analyse operational data and translate insights into actionable outcomes.
• Resilient, adaptable, and highly collaborative professional with strong communication, negotiation, and presentation skills, able to balance contending priorities in fast‑paced environments.

The Good Stuff…

• Competitive remuneration and employee discounts, including $80 monthly credit and 25% off Optus products, plus exclusive retail partner discounts.
• Flexible working arrangements with the option to work three days in the office and two days remote or from home.
• Competitive leave policies, including additional “Connected” days to focus on culture, family, health, community, or what matters most to you.
• Inclusive, carer‑neutral paid parental leave of up to 16 weeks.
• Access to Optus U micro‑credentials developed with La Trobe and Macquarie Universities to build future‑ready skills.
• Employee‑led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Free, 24/7 wellbeing support services, available in‑person, by phone, SMS, or video.