Job Description

DXC Customer Success Manager - Federal Government - NV1 Required

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The NV1 cleared CSM is accountable for end-to-end client success for one of our key Federal Government Accounts, Consulting & Engineering Services (CES) + Global Infrastructure Services (GIS)

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This role takes ownership of delivery governance, client satisfaction, renewal readiness, commercial outcomes, and value realisation, while operating within Australian Government security and assurance requirements.

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Suitable candidates will have exceptional communication and stakeholder engagement skills and proven experience in project delivery, financial management, reporting and governance.

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This role requires NV1 Federal Government clearance.

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Core Responsibilities (Cross-Offering)

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- Single point of accountability for the client across CES and GIS; leads integrated governance (service reviews, QBRs, executive forums).
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- Owns day-to-day delivery performance and contractual obligations across multi-tower services; drives risk, issue, and escalation management.
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- Maintains accurate financial governance (cost control, margin awareness, forecasting) and supports renewal/retention execution.
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- Identifies and progresses value-led expansion opportunities across offerings in partnership with Markets, Offerings, and Sales.
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- Orchestrates delivery teams, architects, security, PMO, and partners across offerings to ensure consistent outcomes.
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Security, Compliance & Assurance (preferred)

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- Working knowledge of Federal Government security obligations, including expectations across governance, personnel, physical, and information/cyber security.
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- Understands Australian Government protective security concepts (e.g., risk-based protective security, security planning, incident management, third-party risk management).
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- Understands cyber security control frameworks used in government contexts (ASD ISM, Essential Eight maturity model) and how they translate into delivery and governance expectations.
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- Able to operate within accredited/assessed environments (e.g., IRAP-assessed systems and services) and support evidence-based assurance and audit readiness (without acting as the assessor).
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Operational Environment & Ways of Working

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- Security-first operating discipline: information handling, least-privilege/need-to-know mindset, controlled communications, and rigorous change management.
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- Strong incident and crisis leadership: coordinates cyber/service incidents, ensures timely stakeholder comms, and drives corrective actions and continuous improvement.
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- Supplier and subcontractor governance: ensures third parties align to security and contractual obligations and supports due diligence and ongoing monitoring.
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- Location and stakeholder accessibility: capable of supporting governance rhythms; local presence in Canberra is beneficial for stakeholder engagement.
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Capability Expectations (Common Across Levels)

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- Proven management of complex enterprise accounts with multi-tower delivery and high governance/assurance requirements.
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- Executive-level communication and influence; can lead difficult conversations with senior internal and external stakeholders.
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- Commercial acumen (renewals, margin drivers, forecasting) and ability to translate delivery performance into value and risk narratives.
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- Ability to orchestrate cross-functional teams without direct authority; drives a consistent governance model across offerings.
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Qualifications / Experience

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- 7+ years in client-facing account leadership, delivery management, or customer success within IT services/managed services/consulting.
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- Experience delivering into Australian Government or regulated environments.
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- Comfort operating with security requirements that may include personnel suitability and clearance processes, secure facilities, and controlled information handling.
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- Certifications beneficial: ITIL, PMP/PRINCE2, Agile/Secure; security awareness training/credentials are advantageous.
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Success Measures

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- Client satisfaction and advocacy
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- Delivery performance and risk posture across CES and GIS services (SLA/KPI attainment, issue recurrence reduction).
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- Renewal readiness and retention outcomes across in-scope services.
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- Financial performance (cost control, margin contribution) and forecast accuracy.
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- Progressed cross-offering growth pipeline grounded in value and stakeholder priorities.
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📌 Customer Success Manager (Canberra)
🏢 Dxc Technology
📍 Canberra