# Service Delivery Contract Manager

**Company**: Hewlett Packard Enterprise
**Location**: Sydney, New South Wales
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Sydney-New-South-Wales-Australia/Service-Delivery-Contract-Manager_1214446-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_7e720477-642

## Description

We are seeking a Service Delivery Contract Manager to join our team in Sydney. As a Service Delivery Contract Manager, you will be responsible for managing the operational and commercial aspects of customer service contracts to ensure contractual obligations, service levels, and customer commitments are consistently achieved.

**Key Responsibilities**

**Contract Governance & Compliance**

- Act as the primary owner of operational contract governance activities for assigned customer accounts.

- Monitor contractual obligations, deliverables, entitlements, service levels, and key milestones.

- Ensure services are delivered in accordance with contractual commitments and agreed scope.

- Maintain accurate contract records, amendments, renewals, and customer governance documentation.

- Identify contractual risks, service delivery gaps, and potential compliance issues, coordinating remediation plans where required.

- Support customer audits, business reviews, and service governance meetings.

- Track contract renewal dates and provide renewal readiness reporting to stakeholders.

- Preparation of notice material in accordance with contractual requirements.

- Collaborate with Sales, Finance, Legal, and Service Delivery teams to manage contract variations and commercial changes.

**Service Delivery Reporting**

- Develop and deliver monthly and quarterly service performance reports.

- Produce customer scorecards covering SLA attainment, incident trends, service availability, support performance, and customer satisfaction metrics.

- Analyze operational data and provide actionable recommendations to improve service outcomes, identify risks and propose appropriate mitigation strategies.

- Monitor key service delivery KPIs and identify trends requiring management attention.

- Prepare executive dashboards and customer-facing reports for governance meetings and Quarterly Business Reviews (QBRs).

- Ensure reporting accuracy through effective management of data across CRM, ITSM, and business intelligence systems.

**Customer Success & Governance**

- Support Service Delivery Managers in maintaining strong customer relationships.

- Coordinate customer governance activities including service reviews, action tracking, and follow-up reporting.

- Measure and report customer health indicators, service adoption, and engagement metrics.

- Identify potential customer risks and escalate concerns that may impact renewals, satisfaction, or service delivery.

- Track customer actions and ensure accountability for agreed outcomes.

- Contribute to the resolution of contractual issues, incident management or related disputes where required.

- Contribute to customer retention and expansion opportunities by providing insight into service performance and customer value realization.

**Operational Excellence**

- Drive continuous improvement initiatives related to reporting, governance, and contract administration processes.

- Ensure that notices, correspondence, minutes and other associated documents are properly stored on document management systems.

- Identify opportunities to automate reporting and increase operational efficiency.

- Improve data quality and consistency across service management systems.

- Develop standard templates, reporting frameworks, and governance processes to support scalable service delivery.

**Education & Experience Required**

- Must have Australian Citizenship or Permanent Residency to be considered for this role.

- Previous leadership experience.

- Experience in Service Delivery, Contract Management, Customer Success, Managed Services, or Customer Operations.

- Strong understanding of service contracts, SLAs, and governance frameworks.

- Excellent analytical, reporting, and data interpretation skills.

- Solving complex problems related to contract management and administration.

- Advanced knowledge of Microsoft Excel, Power BI, and reporting tools.

- Strong stakeholder management and communication skills.

- Ability to communicate effectively with both technical and executive stakeholders.

- Strong organizational skills with the ability to manage multiple customer contracts and reporting cycles simultaneously.

- Fluent written and verbal English skills

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## Skills

### Required
- Microsoft Excel
- Power BI
- ServiceNow
- Salesforce
- ITIL Service Management

### Nice to have
- networking
- telecommunications
- cloud
- software
- managed services
- Tableau

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Source: [Apply at hpe.wd5.myworkdayjobs.com](https://hpe.wd5.myworkdayjobs.com/en-US/Jobsathpe/job/Sydney-New-South-Wales-Australia/Service-Delivery-Contract-Manager_1214446-2?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)