Customer Success Manager

About the role As Customer Success Manager, you'll play a critical role delivering Managed Services for a government client, acting as the primary point of contact for core ITIL functions and overseeing the delivery, performance, and governance of IT Services. You'll lead a multidisciplinary Service Management team, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and Service Improvement Analysts; ensuring ITIL-aligned processes are effectively executed and optimised. Working closely with the customer, you'll address service issues, provide performance reporting, and ensure Service Delivery meets all contractual obligations while driving continuous improvement across all service management functions. You'll also align NEC's IT services with the customer's strategic objectives, ensuring solutions are delivered efficiently, cost-effectively, and in support of broader business goals. What You'll Be Doing • Act as the escalation point for core ITIL functions, ensuring customer success and satisfaction • Lead, mentor, and manage service management teams, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and Service Improvement Analysts • Oversee Change, Problem, and Continual Service Improvement activities to maintain service stability, availability, and performance • Proactively identify and address customer needs, pain points, risks, and growth opportunities • Collaborate cross-functionally with implementation, operations, and IT support teams to deliver exceptional customer experiences • Own service governance, including service reviews, reporting, and executive-level presentations • Provide regular performance reporting and insights to customers and internal stakeholders • Drive continuous improvement initiatives to enhance service quality, efficiency, and outcomes • Influence stakeholders and present compelling proposals Skills & Experience • Proven success in a customer-facing ICT role, ideally within managed services • Extensive experience in IT managed services or IT-focused service delivery • Demonstrated leadership managing and developing diverse operational and service management teams • Strong understanding of ITIL practices, particularly Change, Problem, and Continual Service Improvement • Exceptional communication skills, with the ability to build trusted relationships at all levels • A strong passion for customer experience and long-term client success • Experience overseeing daily IT operations in complex environments • Confidence engaging with technical specialists, senior leadership, and customer executives What's in It for You? • Extra rewards - bonus and wellness days after 6 months • Wellbeing covered - health insurance discounts, EAP support, and wellbeing programs • Work–life perks - 14 weeks paid parental leave, extra leave options, and paid volunteer days • Everyday savings - retail, travel, entertainment and salary packaging benefits Our Purpose At NEC, we are committed to creating social values centered on safety, security, fairness, and efficiency, working towards a sustainable world where everyone can achieve their full potential. If you're ready to join a dynamic and innovative team, apply now for this exciting Customer Success Manager role at NEC Australia Pty Ltd. NEC is an equal opportunity employer that welcomes and encourages applications from all backgrounds, communities, and industries. We are committed to maintaining a diverse and supportive environment, so we can thrive together!