Service Delivery Contract Manager

This role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world.Our culture thrives onfinding new and better ways to accelerate what’s next.We know wide-ranging backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs.We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you.Open up opportunities with HPE.

Job Description:

The Service Delivery Contract Specialist is responsible for managing the operational and commercial aspects of customer service contracts to ensure contractual obligations, service levels, and customer commitments are consistently achieved. The role serves as a key interface between customers, Service Delivery Managers, Customer Success teams, Sales, Finance, and Operations, providing visibility of service performance, contractual compliance, and customer outcomes.

The position combines contract governance, service reporting, customer success analytics, and operational coordination to drive customer satisfaction, contract retention, service excellence, and business growth.

Key Responsibilities

Contract Governance & Compliance

- Act as the primary owner of operational contract governance activities for assigned customer accounts.




- Monitor contractual obligations, deliverables, entitlements, service levels, and key milestones.
- Ensure services are delivered in accordance with contractual commitments and agreed scope.
- Maintain accurate contract records, amendments, renewals, and customer governance documentation.
- Identify contractual risks, service delivery gaps, and potential compliance issues, coordinating remediation plans where required.
- Support customer audits, business reviews, and service governance meetings.
- Track contract renewal dates and provide renewal readiness reporting to stakeholders.
- Preparation of notice material in accordance with contractual requirements.
- Collaborate with Sales, Finance, Legal, and Service Delivery teams to manage contract variations and commercial changes.

Service Delivery Reporting

- Develop and deliver monthly and quarterly service performance reports.
- Produce customer scorecards covering SLA attainment, incident trends, service availability, support performance, and customer satisfaction metrics.
- Analyze operational data and provide actionable recommendations to improve service outcomes, identify risks and propose appropriate mitigation strategies.
- Monitor key service delivery KPIs and identify trends requiring management attention.




- Prepare executive dashboards and customer-facing reports for governance meetings and Quarterly Business Reviews (QBRs).
- Ensure reporting accuracy through effective management of data across CRM, ITSM, and business intelligence systems.

Customer Success & Governance

- Support Service Delivery Managers in maintaining strong customer relationships.
- Coordinate customer governance activities including service reviews, action tracking, and follow-up reporting.
- Measure and report customer health indicators, service adoption, and engagement metrics.
- Identify potential customer risks and elevate concerns that may impact renewals, satisfaction, or service delivery.
- Track customer actions and ensure accountability for agreed outcomes.
- Contribute to the resolution of contractual issues, incident management or related disputes where required.
- Contribute to customer retention and expansion opportunities by providing insight into service performance and customer value realization.

Operational Excellence

- Drive continuous improvement initiatives related to reporting, governance, and contract administration processes.
- Ensure that notices, correspondence, minutes and other associated documents are properly stored on document management systems.
- Identify opportunities to automate reporting and increase operational efficiency.
- Improve data quality and consistency across service management systems.
- Develop standard templates, reporting frameworks, and governance processes to support scalable service delivery.

Education & Experience Required

Essential

- Must have Australian Citizenship or Permanent Residency to be considered for this role

- Previo

📌 Service Delivery Contract Manager (Australia)
🏢 HPE Sdn Bhd
📍 Australia