Service Delivery Contract Manager

About the role

Hewlett Packard Enterprise is hiring a Service Delivery Contract Manager in Sydney, working in a hybrid arrangement with about two days per week in an HPE office. The role manages the operational and commercial aspects of customer service contracts so that contractual obligations, service levels and customer commitments are met. It sits between customers, Service Delivery Managers, Customer Success, Sales, Finance and Operations, combining contract governance, service reporting, customer success analytics and operational coordination.

Key responsibilities

• Own operational contract governance for assigned accounts: monitor obligations, deliverables, entitlements, service levels and milestones, maintain accurate contract records and flag risks and compliance issues.
• Track renewal dates, prepare notice material and work with Sales, Finance, Legal and Service Delivery on contract variations.
• Produce monthly and quarterly service performance reports, customer scorecards and executive dashboards, and prepare QBR materials.
• Monitor service KPIs and data quality across CRM, ITSM and business intelligence systems, and recommend improvements.
• Support Service Delivery Managers in customer relationships, track customer health, adoption and engagement, and escalate renewal risks.
• Contribute to customer retention and expansion, and to the resolution of contractual issues and incidents.
• Drive continuous improvement of reporting and governance processes, automate reporting where possible, and develop standard templates and frameworks.

Required profile

• Australian citizenship or permanent residency.
• 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.
• Fluent written and spoken English.
• Desirable: experience in networking, telecommunications, cloud, software or managed services, ITIL knowledge, and experience with enterprise or service provider customers.

Required skills

• Advanced knowledge of Microsoft Excel, Power BI and reporting tools.
• Analytical, reporting and data interpretation skills.
• Stakeholder management and communication with technical and executive audiences.
• Ability to handle multiple contracts and reporting cycles at once.
• Desirable: ServiceNow, Salesforce, Tableau or similar platforms.

What we offer

• Benefits supporting physical, financial and emotional wellbeing.
• Programs for personal and professional development.
• Inclusive workplace with flexibility to manage work and personal needs.