Customer Delivery Manager

With over 120 years of innovation globally and 50+ years here in Australia, NEC has built a sophisticated technology and anything-as-a-service company which brings together the best technology and the smartest people driving customer service excellence. We help ensure that every Australian, no matter where they are, is ready, resilient and resolute for a digital future.
With a major focus on technology to transform Smarter Cities, we deliver a complete portfolio of ICT solutions and services to large enterprise, small business, Federal and State government customers.
Our vision is to shape and transform experiences for our customers, and their customers.
We now have an exciting new leadership role on the Defence CP account based in Canberra.
Background
The Customer Delivery Manager (CDM) is the operational interface between the strategic customer and NEC. The role is responsible for the overall operational and people management, service delivery and performance of the account under guidance of the Regional Manager Customer Success. This includes development of customer advocacy, organic growth, P&L oversight, commercial negotiation, quotes and technical due diligence.
They manage the service delivery and technical teams to ensure that contracted Service Level Agreements are met, and to drive the business objectives established for the account.
The CDM is responsible for ensuring IT Services are aligned with the customer's IT strategy, goals, and objectives while ensuring the services are provided in a timely and cost effective manner.
Key accountabilities include:

• Manage service delivery to customer/s in order to deliver contracted service commitments.
• Work closely with managers, team leaders and technical service staff to ensure the service delivery objectives are met.
• Contributing to the continual improvement of Service Delivery standards & practices for the customer contract.

• Managing the client relationship at peer level to ensure NECA is front of mind with solution and service offerings.
• Assisting the client to adopt and implement new approaches and practices to meet changing circumstances.
• Anticipating and assesses issues, risks and opportunities facing the Company and apply effective, creative solutions.
• In partnership with the NEC Sales team, position NECA for new solutions & services as part of an IT strategy.
• Lead, develop and support a diverse team in all aspects of service delivery and act as the senior escalation point

• Manage the account budget and forecasting.
• Manage service risks, control service costs & improve productivity of the contract in order to increase profitability & continually improve cost effectiveness for the customer.

• Participate in the BID process for renewals / extension and contribute to the solution architecture for existing managed service customer

We are looking for someone with:

• Proven senior experience (10 years) in leadership or management roles in an IT managed services or IT focused service delivery environment.
• Significant experience in leading, managing and progressing technical or diverse operational teams
• Commercial / P&L management experience
• Proven track record managing customer escalations
• Experience in contract management - preferably managed services contracts
• Ability to effectively communicate with all levels within the business (Executive through to technical teams)
• Demonstrated high level of relationship management skills
• Ability to present compelling proposals and influence continuous improvement
• Exposure to formal Project Management, Service Management, ITIL, Quality Methodologies and COBIT (risk and governance layer)
• Minimum NV1 or NV2 Security Clearance is required

What is in it for you?
NEC has a rich history of bringing humanity and tech with our vision to orchestrate a brighter life; we are committed your personal and professional development. You will have access to our on-demand learning portal, excellent Health & Wellbeing program and volunteer for our CSR activities. Benefits include flexible work arrangements, generous leave options. You will also have access to our Rewards Gateway to avail great discounts on tech, food and lifestyle products.
NEC is committed to achieving a diverse workforce and strongly encourages applications from people with disability, Aboriginal and Torres Strait Islanders and candidates from culturally diverse backgrounds