Job Description

About the role
As a Customer Success Manager at NEC Australia, you will play a critical role in delivering Managed Services for a government client. Acting as the primary point of contact for core ITIL functions, you will be responsible for overseeing the delivery, performance, and governance of IT Services.

In this role, you will lead and manage a multidisciplinary Service Management team, including Change Coordinators, Service Improvement Leads, Problem Coordinators, and a team of Service Improvement Analysts, ensuring ITIL-aligned processes are effectively executed and optimised.

You will work closely with the customer to address service issues, provide performance reporting, and ensure Service Delivery meets all contractual obligations, while driving continuous Service Improvement across all service management functions.

You will 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

• Serve as the escalation for core ITIL functions for assigned customers, ensuring their ongoing success and satisfaction

• Lead, mentor, and manage service management teams including Change Coordinators, Service Improvement Leads, Problem Coordinators , and a team of Service Improvement Analysts

• Oversee Change, Problem, and Continual Service Improvement activities to ensure 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 customer outcomes

• Ability to influence others and present compelling proposals

Skills & Experience

• Proven success in a customer‑facing role within the Information & Communication Technology industry, ideally supporting managed services environments

• Extensive experience in IT managed services or IT‑focused service delivery environments

• Demonstrated capability leading, managing, and developing diverse operational and service management teams

• Strong understanding of ITIL practices, particularly Change, Problem, and Continual Service Improvement

• Exceptional communication and interpersonal skills, with the ability to build trusted relationships with stakeholders at all levels

• Strong passion for delivering outstanding customer experiences and driving long‑term client success

• Experience overseeing daily IT operations and service delivery in complex environments

• Highly capable of 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!