As a Customer Delivery Director, managing Customer Delivery Managers’ on strategic accounts you have responsibility for the profitability and financial achievements of Optus’ key performance indicators. The role will recommend and execute the strategic vision, direction and implementation of service and the responsibility to deliver the managed services across customers controlled environment.
The CDD manages all aspects of the Delivery business including by the sector managed (Enterprise or Govt) SLA management, contract management, commercial models, capability development and initiatives for innovation with our customer base. Sign off of costs associated with new bids and margin associated.
The CDD works within a heavy matrix structure where designated resources have dual reporting into the respective Optus General Managers. This encompasses Singtel, offshore services and multiple lines of business within Optus.
Senior engagement with customers at Head of and CxO level only. This position reports to the Director, Customer Engagement.
As the lead CDD for a group of ENT or GOV customers you will have responsibility Delivery/Project Managers and matrix staff reporting to them managing the complex services within each customer account. The ENT CDD will focus on.
Revenue attainment (ensuring little customer exit or termination) is key and total annualized volume is around the $100m+ mark (it can change and flex) with margins expected of 25% across new business, service and BAU projects. You will manage multiple lead Delivery Managers across the customer portfolio.
Experience required
Expert product and outsourcing industry knowledge coupled with the ability to engage with Customers at all levels and translate Customer needs into a complete solution.
Experience in implementing and operating successfully in a matrix management environment.
Experience in ICT environment, demonstrate a strong, successful Operational Management experience of a strategic and operational nature.
Demonstrated ability to interpret operational analysis and trends.
Demonstrate successful track record in building sustainable business relationships with Vendors.
Demonstrate extensive understanding of current and future trends in the Service Management market.
Demonstrate a good understanding of the competitive landscape in the Service Management field and nuances of the market.
Strong influencing and persuasive ability.
Outstanding negotiation skills with strategic alliance partners.
Strategic management, leadership, mentoring, business, accounting and reporting capabilities.
Advanced analytical interpretation skills and problem solving skills.
Strong communication skills as well as effective presentation skills demonstrated through Customer testimonies and proven successful campaigns.
Strong understanding of Optus and partner capabilities.
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