General Manager - Customer Engagement

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)

The General Manager – Customer Engagement is responsible for contributing to and implementing the wider Datacom Sales strategy for both Product Solutions and Enterprise Services Sales, including revenue growth, customer acquisition, leading Datacom’s customer strategy and supporting our customer organisation in the pursuit of new whitespace opportunities. You will lead the strategy for one or more functional areas, collaborate with other senior managers to establish strategic plans, and drive an aligned go-to-market approach across Sales, Presales and Technical teams to deliver mutual benefit for Datacom and our customers.

Our offices are based in Melbourne and Canberra. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best!

Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.

 What you’ll do

At the moment, as General Manager – Customer Engagement you will be focused on:

• 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.

What you’ll bring

Required experience:

• 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

Nice to have:

• Masters of Business Administration

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work.

You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment. We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.