Permanent
20 June 2026 11:59pm
Service Delivery Manager
Job Summary
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.
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)
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 lead service delivery outcomes, navigating complex challenges and acting as an escalation point to drive timely and effective resolutions
Strong stakeholder management skills, with the ability to influence and collaborate across cross-functional teams to deliver customer and business outcomes
Commercial awareness, with experience identifying opportunities for growth, supporting customer solutions, and contributing to account performance
Excellent communication skills, with the ability to clearly articulate priorities, performance insights, risks, and recommendations to both technical and non-technical audiences
The ability to operate effectively in fast-paced, complex environments, managing competing priorities with a high level of ownership and accountability
A proactive, solutions-focused mindset, with a strong drive to improve service delivery, enhance customer experience, and deliver measurable outcomes
A collaborative and team-oriented approach, with a commitment to building strong internal relationships and contributing to a high-performing, supportive team culture
Please note all candidates must be Australian Citizens and hold a minimum of NV1 AGSVA security clearance to be considered. This role will require you to hold and maintain a Negative Vetting 2 (NV2) security clearance.
We’re 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.
