Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Step into a pivotal Senior Client Delivery Manager role supporting two major financial services clients, including a leading Big 4 bank. You will be accountable for seamless, end‑to‑end service delivery across core platforms such as AVIA and Verint, ensuring all reporting, service outcomes, and operational commitments are met in a highly complex environment.

As the primary escalation and relationship lead, you'll work closely with senior stakeholders—translating technical issues into clear, actionable insights and driving effective solutions with urgency and precision. With four direct reports and oversight of an incident and change‑management team, this role suits a seasoned Service Delivery, Customer Success, or Experience Manager who excels in building trusted client partnerships and navigating critical service challenges with confidence.

Your day to day will consist of

• Manage high‑level customer and internal stakeholder relationships, acting as the key conduit for all reporting‑related matters.
• Coordinate with cross‑functional teams and project managers to secure alignment and commitment toward customer reporting objectives.
• Validate reporting plans, performance outcomes, and key metrics with senior sponsors and leadership.
• Liaise between customers, Optus functional teams, and third‑party partners to resolve reporting issues efficiently and transparently.
• Ensure all reporting deliverables meet defined quality standards, contractual requirements, and accuracy expectations.
• Provide timely, relevant insights and reporting on performance, risks, and issues to internal leadership.
• Lead by example by fostering a culture of knowledge sharing, compliance with Optus processes, and continuous improvement within the customer environment.

What makes you perfect for this role

• Proven experience delivering end‑to‑end customer reporting outcomes across complex, high‑stakes environments.
• Strong customer relationship capability with a track record of advocating for client needs and ensuring an exceptional customer experience.
• Expertise in managing and resolving reporting‑related escalations and complaints, including developing recovery plans and communicating outcomes clearly.
• Ability to lead structured service reviews, analyse performance trends, and drive agreed improvements through to resolution.
• Demonstrated success delivering all contractual reporting obligations—operational, commercial, and compliance‑based.
• Skilled at identifying gaps in reporting expectations post‑transition and implementing effective solutions that restore customer confidence.
• Capability to assess and enhance reporting delivery models to support continuous improvement and evolving customer requirements.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity