Customer Practice Lead

About the role

The Customer Practice Lead (CPL) – Process Design and Governance, is the design and governance owner for customer-facing processes across the account lifecycle. This role leads: defining how we manage accounts, how we assure services, and how we orchestrate growth with Sales—and then runs the governance rhythms that keep those processes compliant, measurable, and continuously improving.

What You’ll Do

• Lead the design, maintenance, and governance of end‑to‑end customer processes across Account, Service, and Sales motions, ensuring clear handoffs and effective change control.

• Run predictable governance rhythms (weekly, bi‑weekly, monthly, quarterly) that surface risk early, ensure compliance, and drive data‑led decision making.

• Define and maintain KPIs, KRIs, and audit‑ready evidence to demonstrate SLA/XLA performance, renewal success, and contractual compliance.

• Manage the continuous improvement and automation backlog, overseeing release cycles and uplift initiatives across the customer practice.

• Lead core governance forums such as Service Review Boards, CAB, Renewal Boards, and Portfolio Reviews, ensuring actions are tracked and completed.

• Provide strategic support to the Chief Customer and Revenue Officer, contributing to practice‑wide improvement initiatives.

What We’re Looking For

• Strong executive‑level communication skills with the ability to influence senior stakeholders and drive clarity across teams.

• Proven leadership capabilities with experience building relationships, facilitating cross‑functional alignment, and driving accountability.

• Demonstrated project management, time management, and governance discipline in complex or multi‑stakeholder environments.

• Advanced ability in business analytics, reporting, and process design, ideally with ITIL‑aligned managed services experience.

• 8–12 years’ experience in Managed Services with a strong track record in process delivery, customer centricity, and commercial literacy.

• Relevant certifications (preferred): ITIL 4 MP, ISO 27001, Cloud certifications.

Ready to Apply?
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About NEC

At NEC Australia, we’re more than a technology company—we’re a team of innovators shaping the future. With over 50 years in Australia, we bring together the best technology and the smartest people to drive excellence. We work across industries, helping businesses thrive and creating a safer, smarter society.

NEC Australia is an exciting period of growth with numerous new projects for our high-profile customers.  This is a unique opportunity to join us as we’re looking forward to a bright future for our organisation.

What’s In It for You?

We value our growing number people and offer a fantastic workplace culture, career growth opportunities, and industry-leading benefits, including:

✅ Bonus & wellness days (after 6 months)
✅ 14 weeks paid parental leave
✅ Up to 4 paid volunteer days per year
✅ Discounts on health insurance, travel, entertainment & more
✅ Salary sacrificing options (car leasing, super, etc.)
✅ Employee Assistance Program – free, confidential support for you & your family

Join Us & Make an Impact!

At NEC, we embrace diversity, equality, and inclusion. We strongly encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, and individuals from culturally diverse backgrounds.

Ready to take your career to the next level? Apply now and let’s build something amazing together