We’re changing the world with technology...

Outcomex is an award-winning systems integrator, nationally and internationally recognized for providing innovative IT solutions that drive operational efficiency. With a reputation for excellence and a culture that fosters expertise, collaboration, and a can-do attitude, we pride ourselves on delivering exceptional outcomes for our clients.

 

Role Overview:

Outcomex is seeking a highly experienced and technically savvy Customer Experience Manager to join our Sydney-based team.

This full-time, permanent position is ideal for a professional with strong client-facing skills, proven technical expertise, and a genuine passion for delivering exceptional customer service.

This is an excellent opportunity for a Western Sydney resident to join our onsite team, playing a pivotal role in leading the service delivery for a transformative infrastructure deployment that will shape the region’s future.

As the Customer Experience Manager, you will act as the primary point of contact for stakeholders, responsible for overseeing the end-to-end delivery of technically complex services.

Key aspects of the role include:

• Managing and fostering client relationships to ensure their expectations are met and exceeded.
• Leading the coordination of cross-functional teams to deliver services aligned with agreed technical and performance standards.
• Utilising your technical experience to support engineering teams with resolving challenges proactively, minimizing disruptions during service delivery.
• Overseeing and optimizing processes to drive operational excellence and efficiency.
• Leveraging your knowledge of IT infrastructure, service management frameworks (e.g., ITIL), and emerging technologies to assist with delivering innovative solutions.

 

Key Responsibilities

• Reporting: Create, present, and explain detailed service performance and operational reports tailored to customer needs.
• Environment Analysis: Analyse the service environment and provide actionable recommendations for improvement.
• Service Delivery Management: Oversee and manage the Service Delivery relationship and ensure performance meets or exceeds agreed service levels.
• Service Management Participation: Actively engage in Service Management processes, including incident, problem, and request management, with a focus on Major Incident Management.
• Customer Advocacy: Serve as the primary advocate and escalation point for the customer, ensuring their needs and concerns are prioritized.
• Cross-Team Coordination: Coordinate work across internal and external teams to achieve seamless service delivery and compliance with SLAs.
• Customer Understanding: Develop a thorough understanding of customer requirements and tailor services accordingly.
• Service Improvement: Design and implement Service Improvement Plans to enhance service quality and efficiency.
• Customer Satisfaction: Deliver outcomes that maximize customer satisfaction, demonstrating a commitment to excellence in every interaction.
• Stakeholder Relationships: Build and maintain strong relationships with internal and external stakeholders to foster collaboration and ensure exceptional service delivery.
• Customer Experience Management (CEM): Maintain a healthy and prosperous Customer Experience Management relationship, driving outstanding results for larger customers through trust and engagement.

 

 

What You’ll Need:

Qualifications

• Bachelor’s degree in information technology, Computer Science, Business Administration or a related field.
• ITIL Certification.

Experience & Skills

• Proven Experience: Demonstrated experience in a Customer Experience, Service Delivery Manager or similar role, managing end-to-end service delivery in a fast-paced environment, 7 + years.
• Technical Knowledge: Strong understanding of IT and telecommunications infrastructure, service management frameworks (e.g., ITIL), and large-scale deployments.  Experience in managing technical projects and service delivery in the telecommunications sector including network infrastructure and systems integrations.
• ServiceNow Expertise: In-depth knowledge of ServiceNow, including configuration, reporting, and workflow optimization.
• Leadership Skills: Strong ability to lead and coordinate cross-functional teams to deliver high-quality services.
• Client Relationship Management: Expertise in building and maintaining strong client relationships, with a focus on understanding and exceeding customer expectations.
• Problem-Solving: Proactive approach to identifying and resolving challenges, ensuring minimal disruption to service delivery.
• Communication Skills: Excellent written and verbal communication skills, with the ability to present information clearly and influence stakeholders at all levels.
• Process Improvement: Track record of driving process enhancements to improve service efficiency and quality.
• Financial Management: Strong financial management skills, including budget oversight, cost control, and financial reporting to ensure service delivery stays within budget while achieving optimal outcomes for both the customer and the organization

 

Desirable

• Previous experience in Telecommunications service management, with an understanding of industry-specific challenges and standards.
• It is desirable that the successful candidate is a resident of the Greater Western Sydney Region with working arrangements split between Customer onsite locations, the Outcomex office, and work-from-home to provide flexibility and support work-life balance.
• Applicants must have Australian Citizenship, Permanent Residency, or full work rights.

 

Why Join Us?

Be part of a dynamic, committed team of professionals at one of Australia’s leading systems integrators. This is an opportunity to work on cutting-edge projects while contributing to the success of a forward-thinking organisation.