Hybrid General Manager – Customer Engagement

at Datacom

• Job title: General Manager – Customer Engagement
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Melbourne, Australia

About the role

• General Manager responsible for implementing customer engagement strategies at Datacom. Collaborating with teams to drive revenue growth and enhance customer relationships.

Responsibilities

• Owning the development and implementation of strategy for one or more Customers, in line with broader Datacom strategy.
• Collaborating with other senior managers to establish strategic plans and objectives.
• Planning, personnel, budgeting, managing expense priorities, and recommending and implementing changes to methods.
• Involved in development of methods, techniques and evaluation criteria for projects, programs, and strategy for our customers
• Directing and controlling the activities of own area of business, sometimes through managers within the team.
• Supporting Sales, Presales and Technical teams across Datacom ensuring an aligned go-to-market approach focused on growth and mutual benefit between Datacom and our customers.
• Managing the relationships with (and between) external agencies and suppliers, ensuring contracts and service levels are negotiated in line with strategic aims and financial constraints and ongoing service is in-line with agreed contracts.
• Making final decisions on administrative or operational matters, ensuring effective achievement of operational objectives.
• Ensuring budgets and schedules meet requirements.
• Interactions frequently involve special skills, such as negotiating with customers or management or attempting to influence senior level leaders regarding matters of significance to the business.

Requirements

• Extensive experience working in a large, complex customer environment, coordinating cross-functional teams to deliver services that meet SLA/KPI targets
• Accountable for designing and shaping services within the account, establishing architecture and service design disciplines to ensure operational readiness and compliance with all SLA, KPI, and performance targets
• Set governance and design standards to ensure services are scalable, secure, reliable, and aligned with our customer
• Provide senior-level technical guidance across the client’s environment, including risk assessment, and optimization opportunities
• Regularly engage with the client’s CTO to align the client’s technical roadmap with the customers strategic roadmap and offerings.
• Demonstrated experience in managing people and large cross functional teams
• Financial management including manage the P&Ls
• Working within Tier 2 service provider
• Masters of Business Administration