Senior Client Delivery Manager

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it's easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers. It's not about surface-level change. It's about how we make decisions, how we work together, and how we deliver.

This role serves as the key interface between customers and Optus Delivery teams, managing contractual, operational, performance, reporting, and financial outcomes while ensuring strong stakeholder relationships, attention to detail, and delivery accountability. Reporting to the Fed Gov Client Delivery Director, it collaborates across multiple internal teams and third-party providers to drive reporting excellence, customer satisfaction, and successful account delivery.

Your day to day will consist of

• Manage and maintain strong relationships with key customers, internal stakeholders, and third-party partners.
• Drive stakeholder alignment and secure commitment to achieve customer reporting objectives.
• Validate and manage reporting plans with sponsors and senior leadership to ensure ongoing business alignment.
• Act as the primary liaison for reporting-related issues between customers, Optus teams, and external parties.
• Ensure all reporting obligations meet contractual requirements, quality standards, and accuracy expectations.
• Provide timely reporting performance updates to management and proactively lead initiatives to deliver effective outcomes.
• Oversee customer reporting escalations and complaints, ensuring issues are documented, managed, and resolved to customer satisfaction.

What makes you perfect for the role

• Proven ability to build and maintain strong relationships with customers, senior executives, internal stakeholders, vendors, and third-party partners.
• Extensive experience in end-to-end service delivery, ensuring contractual, operational, reporting, and performance commitments are consistently achieved.
• Strong reporting and analytical capabilities, including performance trending, business insights, KPI reporting, and data-driven decision-making.
• Sound knowledge of contract management, SLA governance, service management practices, and managed services delivery environments.
• Demonstrated expertise in managing customer escalations, critical incidents, service issues, and driving timely resolution to achieve customer satisfaction.
• Strong commercial and financial acumen, including revenue, cost, margin tracking, financial reporting, and supporting contract retention and growth opportunities.
• Proven leadership and stakeholder influencing skills, with the ability to coordinate cross-functional teams, gain commitment, and drive outcomes without direct authority.
• Excellent communication, presentation, problem-solving, and organisational skills, combined with a high level of attention to detail, customer focus, and commitment to continuous improvement.

What's in it for you?

• 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.
• 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 18•• ••• 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