Senior Service Delivery Manager

Job Summary

Who We Are

Were an iconic Aussie brand with a global footprint. Our purpose is to build a connected future so everyone can thrive. Were 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.

What We Offer

• Performance-related pay

• Access to thousands of learning programs so you can level-up

• Global presence across 22 countries; opportunities to work where we do business.

• Purchased annual leave scheme

• Additional Telstra day off

• Additional 30% off Telstra products and services

• Toolkit provided (laptop mobile phone plan paid for)

What Youll Do

As a Senior Service Delivery Manager youll play a critical role in supporting the Tasmanian Government ensuring the delivery of secure reliable and high-performing network services across a whole-of-government environment.

This is an exciting opportunity to build trusted customer relationships drive service excellence and influence meaningful transformation across one of Telstras key government accounts.

What youll be doing
As the primary service delivery lead youll take end-to-end accountability for the successful delivery of a complex managed services contract. Working closely with customers and cross-functional teams youll ensure service performance governance and contractual commitments are consistently achieved while driving continuous improvement.

In this role youll:

• Lead the end-to-end delivery of managed services ensuring service levels operational outcomes and contractual commitments are achieved.

• Build trusted relationships with senior customer stakeholders and act as the primary interface between Telstra and the customer.

• Drive service governance reporting risk management incident resolution and escalation management.

• Identify opportunities to improve service maturity operational performance and customer experience through continuous improvement initiatives.

• Collaborate with delivery teams vendors and commercial partners to align priorities and deliver outstanding customer outcomes.

• Maintain strong commercial awareness while supporting contractual compliance cost management and service optimisation.

• Influence cross-functional teams to deliver service transformation and measurable improvements across the managed service.

About you
Youre an experienced Service Management professional who enjoys building strong customer relationships solving complex challenges and driving service excellence.


Youll bring:

• Proven experience leading complex Managed Services or Service Delivery environments.

• Strong knowledge of Service Management best practices governance and continual service improvement.

• Experience managing service performance SLAs KPIs risk issues and customer escalations.

• Excellent stakeholder management skills with the ability to influence at executive level.

• Strong commercial and contractual awareness.

• Exceptional communication presentation and relationship-building skills.

• The ability to lead through influence and work effectively across matrixed teams.

• A proactive mindset with a passion for continuous improvement and delivering exceptional customer experiences.

• ITIL v4 Foundation Certification is highly regarded.

• Experience working within Government Enterprise ICT or Managed Services environments will be advantageous.

Please note: Due to the nature of this role and customer requirements this position is required to be performed from Hobart Tasmania. As such interstate-based working arrangements are not available.


Youll be joining a collaborative high-performing team that values innovation customer obsession and continuous improvement while working on services that make a genuine impact for one of our key government customers.


If youre looking for an opportunity to lead strategic customer outcomes influence service transformation and grow your career within Telstra Enterprise wed love to hear from you.

Were amongst the top 2% of companies globally in the CDP Global Climate Change Index 2023 being awarded an A rating. If you want to work for a company that cares about sustainability we want to hear from you.

As part of your application with Telstra you may receive communications from us on(for job applications in Australia) and 1 (for job applications in the Philippines and India).


When you join our team you become part of a welcoming and inclusive community where everyone is respected valued and celebrated. We actively seek individuals from various backgrounds ethnicities genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind and we prioritise creating a workplace culture where everyone is safe and can thrive.


As part of the hiring process all identified candidates will undergo a background check and the results will play a role in the final decision regarding your application.


We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.


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