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About the Role

We seek an ambitious Manager Service Operations who will play a key role in ensuring our Service Centre teams provide flawless customer service and surpass expectations. This is an outstanding chance to join a dynamic, fast-paced environment where your leadership will create positive change and improve performance overall.

Responsibilities

• Provide high-level operational leadership, training and development to Service Centre teams, encouraging outstanding performance.
• Foster a high performance culture focused on customer satisfaction, accountability and continuous improvement.
• Ensure operational deliverables are met in line with customer expectations and Optus policies.
• Review and improve policies and procedures to streamline processes, reduce costs, and improve client outcomes.
• Coordinate resources to ensure efficient use and alignment between service teams.
• Conduct performance reviews and assist in the establishment of clear development plans for team members.
• Handle customer concerns and complex issue resolutions effectively.
• Participate in service review and operational governance forums.
• Work closely with the Delivery extended leadership team to align operations with strategic direction and drive continual service improvement.

Requirements

• Proven experience in operational leadership within a customer-focused environment.
• Experience supporting Enterprise customers within a Managed Service Provider (MSP) or large IT services organisation.
• Proven ability to drive ITIL best practices across Incident, Request, Problem and Knowledge Management processes.
• Strong understanding of Managed Networks Services operations supporting enterprise and government customers.
• Outstanding judgment and problem-solving skills in high-level operational issues.
• Ability to successfully implement improvements based on performance data and customer feedback.
• Strong relationship-building skills with representatives of other business units.
• A dedication to encouraging a culture of customer focus, innovation, and improved productivity.

Location

• Sydney
• Melbourne

Work Type

• Hybrid

Salary/Compensations

• Competitive remuneration

Benefits

• Colleague discounts
• $80 monthly credit
• 25% off Optus products
• Outstanding shopping discounts with retail partners
• Flexible working arrangements (3 days in office, 2 days remote)
• Competitive leave policies
• Additional 'Connected' days
• Up to 16 weeks paid Parental Leave
• Colleague-led networks and diversity initiatives
• Free access to counselling and support services, 24/7

About the Company

• Optus is an Australian telecommunications company, providing over 11 million services daily to our customers across mobile, broadband, and digital solutions.

Equal Opportunity

• We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
• If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.