One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.
What you'll do
- Serve as a key point of contact with key Australian Government customers.
- Manage the end to end service delivery for key Australian Government customers, reporting on compliance with contractual requirements and key performance indicators.
- Co-ordinate internal engineering, network operations, field services, project delivery, commercial and sales teams to maintain service continuity.
- Lead incident, problem, and change management functions for customer facing services.
- Drive service improvement initiatives focused on resilience, operational efficiency, reporting quality and customer satisfaction.
- Monitor contractual performance, identify risks, and implement mitigation strategies.
- Ensure compliance with Defence security requirements, company policies, and regulatory obligations.
- Manage customer escalations professionally and proactively through to resolution.
The day-to-day
The Service Delivery Manager oversees the daily operational performance of contracted services delivered to key Australian Customers, ensuring incidents, outages, maintenance activities and customer requests are managed effectively within agreed service levels.
They coordinate closely with engineering, sales, commercial, cyber security and Defence stakeholders to resolve issues, manage risks, and maintain continued service levels across the contract.
The role involves regular customer engagement, operation reporting, service review meetings and driving ongoing improvements to service quality, resilience and contractual performance.
What you'll need
- 5+ years experience in Service Delivery, Operations Management, or Customer Success within the telecommunications, satellite, Defence or related industry.
- Demonstrated experience managing complex government or Defence customer contracts.
- Strong understanding of Service Management frameworks.
- Excellent stakeholder engagement and communication skills, including executive level reporting.
- Commercial understanding of contracts, KPIs, SLAs and service performance metrics.
- Ability to work in a regulated and security-conscious environment.
- Successful candidates must be eligible to obtain an Australian Government Secret Clearance (NV1)
What will help you on the job
Success in this role requires strong operation leadership, clear communication, and the ability to coordinate technical and customer stakeholders in high-pressure environments.
Experience working with Defence customers, managing critical communications services and maintaining a disciplined, proactive approach to service delivery will be highly valuable.
EEO Statement
Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.
Viasat actively supports a diverse workforce and strongly encourages applications from Aboriginal and Torres Strait Islander Peoples and people from culturally diverse backgrounds.
