Senior Client Delivery Executive

What success looks like in this role:

Client Delivery Executive – Government

Location: Canberra – Client Site

Role Summary

The Client Delivery Executive is responsible for the day‑to‑day delivery, governance, and financial performance of managed services for a government client, with a primary focus on Service Desk operations. Working closely with the Client Executive, delivery teams, and service line leadership, this role ensures services are delivered in line with contractual commitments, service levels, governance requirements, and financial targets.

The role combines operational leadership, account governance, and P&L discipline, with clear accountability for Service Desk performance, margin protection, and continuous improvement.

Key Responsibilities

• Service Delivery Ownership
  Manage day‑to‑day service delivery across the account, acting as the primary operational contact for the client and internal teams.

• Service Desk Leadership & Oversight
  Provide direct oversight of Service Desk performance, working closely with the Service Desk Lead to manage SLAs, incident and request trends, backlog health, workforce effectiveness, and customer satisfaction.

• Account Governance & Controls
  Support account‑level governance forums, ensuring service performance, risks, issues, and actions are tracked, reported, and managed in line with contractual and internal governance requirements.

• Delivery & Service Line Coordination
  Coordinate with delivery managers and service line leads to ensure services are executed consistently, responsibilities are clear, and delivery activities are not duplicated across teams or business units.

• P&L & Cost Control
  Support management of account financial performance, including cost control, margin protection, and visibility of key cost drivers—particularly within Service Desk operations. Identify and escalate risks to margin and support corrective actions.

• Operational Performance Management
  Monitor service metrics, risks, and issues, ensuring corrective actions are identified, tracked, and driven to closure.

• Continuous Improvement
  Identify and deliver service improvement initiatives, particularly within the Service Desk, to improve stability, efficiency, user experience, and cost effectiveness.

• Client Communication & Reporting
  Provide clear, regular operational updates to the client, including service performance reporting, issues, risks, and improvement actions.

• Ad Hoc Demand & Workflow Management
  Manage intake, prioritization, and scheduling of ad hoc requests and changes, ensuring delivery and financial impacts are understood and controlled.

You will be successful in this role if you have:

• Security Clearance: NV2

• Experience managing Service Desk or IT service delivery in a managed services or government environment

• Strong understanding of ITSM processes, Service Desk operations, and service performance reporting

• Experience supporting account governance and financial performance (cost, margin, and risk)

• Ability to work effectively with service line leads and delivery teams in a matrix environment

• Clear communication skills and a practical, outcomes‑focused mindset

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