Service Delivery Manager

About the role

As a Service Delivery Manager , you play a pivotal role in the retention, growth and overall success of large, complex or high-value customer accounts within a defined segment. You act as the primary interface between Telstra and the customer, building strong, trusted relationships and ensuring the consistent delivery of high-quality services. Please note that this role is Canberra-based , and the successful candidate will need to be located in Canberra. Due to the nature of the position and customer requirements, we are unable to support hybrid working arrangements from other states. You thrive in a multi‑stakeholder environment, leading service delivery outcomes by coordinating cross-functional teams, managing performance against contractual obligations, and driving governance across customer engagements. You are responsible for ensuring services are delivered in line with agreed standards, while proactively identifying opportunities to improve customer experience and operational performance. You bring a strong customer-first mindset, with the ability to translate customer needs into actionable outcomes, influence stakeholders, and navigate complex challenges. As a key leader within a small, high-performing team, you take ownership of service outcomes and consistently deliver to a high standard, ensuring customer satisfaction targets are met or exceeded. This is how you'll bring the role to life: Lead the delivery of end-to-end service outcomes for large, complex customer accounts, ensuring alignment to contractual obligations, service levels, and customer expectations Act as the primary point of contact for customers, building strong, trusted relationships and representing Telstra as a customer advocate across all engagements Drive service performance by monitoring delivery standards, executing service improvement plans, and ensuring a consistent, high-quality customer experience Identify and pursue opportunities for growth by understanding customer needs, solving complex challenges, and partnering with sales teams to deliver value-driven solutions Own governance activities across customer accounts, including leading service reviews, ensuring contractual commitments are met, and maintaining visibility of performance, risks, and actions Act as the key escalation point for customers and internal stakeholders, leading the identification of root causes and coordinating cross-functional teams to deliver timely and sustainable resolutions Collaborate across Telstra business units (e.g. Product, Delivery, Commercial, Operations) to ensure successful execution of customer initiatives and service outcomes Partner with sales teams to support customer negotiations, renewals, and long-term agreements that align with customer strategies and drive profitable growth Contribute to bid and tender processes by defining service delivery approaches, shaping customer solutions, and ensuring alignment to strategic objectives Support financial performance of accounts by contributing to cost management, monitoring spend against budget, and identifying opportunities to optimise service delivery Continuously engage with customers to understand evolving needs, proactively identifying areas for improvement and innovation Communicate clearly and effectively to provide visibility of priorities, performance, and outcomes across both customer and internal stakeholders Foster strong internal relationships and contribute to a collaborative, high-performing team culture. About you: To be successful in the role as Service Delivery Manager, you will have: Hold a minimum of NV1 AGSVA security clearance Demonstrated experience in service delivery, account management, or a similar role supporting complex, high-value customer environments Strong customer management and relationship-building skills, with the ability to act as a trusted advisor and primary point of contact for key stakeholders Proven experience managing service performance, including working with SLAs, contractual obligations, and governance frameworks The ability to

Benefits

Additional Information

Employment Type Permanent Closing Date 20 June 2026 11:59pm Job Title Service Delivery Manager Job Summary Job Description We're an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work. For you, that means a having career that grows with you and working with a team powered by human connection that prioritises wellbeing and choice.

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