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About the Role

The Service Delivery Contract Specialist manages customer service contracts, ensuring contractual obligations, service levels, and customer commitments are met. This role acts as a liaison between customers and internal teams, providing insights into service performance and contract compliance.

Responsibilities

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.
Support customer audits, business reviews, and service governance meetings.
Track contract renewal dates and provide renewal readiness reporting.
Prepare notice material in accordance with contractual requirements.
Collaborate with Sales, Finance, Legal, and Service Delivery teams to manage contract variations and commercial changes.
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.
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 escalate 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.
Contribute to customer retention and expansion opportunities by providing insight into service performance and customer value realization.
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.

Requirements

Must have Australian Citizenship or Permanent Residency to be considered for this role.
Previous leadership experience.
Experience in Service Delivery, Contract Management, Customer Success, Managed Services, or Customer Operations.
Strong understanding of service contracts, SLAs, and governance frameworks.
Excellent analytical, reporting, and data interpretation skills.
Solving complex problems related to contract management and administration.
Advanced knowledge of Microsoft Excel, Power BI, and reporting tools.
Strong stakeholder management and communication skills.
Ability to communicate effectively with both technical and executive stakeholders.
Strong organizational skills with the ability to manage multiple customer contracts and reporting cycles simultaneously.
Fluent written and verbal English skills.
Experience in networking, telecommunications, cloud, software, or managed services industries.
Comfortable to perform duties independently, be accountable and high degree of responsiveness.
Knowledge of ITIL Service Management practices.
Experience with ServiceNow, Salesforce, Power BI, Tableau, or equivalent platforms.
Understanding of customer success methodologies and customer lifecycle management.
Experience supporting enterprise or service provider customers.

Skills

Contract Governance
Service Delivery Reporting
Customer Success & Governance
Operational Excellence
Microsoft Excel
Power BI
Reporting tools
Stakeholder Management
Communication
ITIL Service Management
ServiceNow
Salesforce
Tableau

Location

Hybrid

Work Type

Hybrid

Experience Level

Expert

Benefits

Health & Wellbeing
Personal & Professional Development
Unconditional Inclusion

About the Company

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 on finding new and better ways to accelerate what’s next.
We know varied 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.

Equal Opportunity

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT employer.
We do not discriminate on the basis of race, gender, or any other protected category, and all decisions we make are made on the basis of qualifications, merit, and business need.
Our goal is to be one global team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together.
Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.
HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.