General Manager – Performance and Optimisation

Service Stream; Willoughby; On-site; AUD 180,000 - 280,000; Full time

Job summary

Service Stream is seeking a General Manager - Performance and Optimisation to lead strategic execution and drive sustainable value across the Telecommunications division. The role reports to the Executive General Manager and is based primarily in Melbourne, Chatswood or Fortitude Valley.

You will translate strategy into measurable performance outcomes, identify underperformance, remove barriers and lead initiatives that enhance productivity, customer outcomes and financial performance.

Qualifications

• Significant experience in senior general management, operations, performance, transformation, strategy or commercial leadership.
• Commercially astute, execution-focused and able to engage with and influence a range of stakeholders.
• Experience establishing and managing KPIs, performance frameworks and reporting.
• Demonstrated experience leading cross-functional improvement initiatives.
• Proven ability to translate strategy into execution and measurable outcomes.
• Experience leading and developing high-performing teams.
• Strong commercial and financial acumen.

Responsibilities

• Strategic Execution - Driving the Business Strategy through performance and delivery with risk management and cross-functional coordination.
• Growth and Performance - Supporting business growth and operational performance with actionable performance insights and accountability.
• Operational Optimisation - Supporting operational improvement and process optimisation across the business.
• Data, Analytics and Insights - Developing reporting and KPI visibility with early identification of trends and risks.
• Continuous Improvement - Leading structured improvement programs with governance and measurable outcomes.
• Governance and Reporting - Providing governance oversight and monthly updates to Senior Leadership.

Skills

Leadership

Stakeholder engagement

Strategic planning

Performance management

Education

Tertiary qualifications in business, finance, operations, analytics or a related discipline

Job description

Join us in a key leadership role where you will influence business performance, champion continuous improvement and deliver optimisation initiatives that create meaningful and sustainable value across our Telecommunications division. The General Manager - Performance and Optimisation is a newly created position, reporting to the Executive General Manager, with a primary office base of Melbourne, Chatswood or Fortitude Valley.

About the role

You will work closely with the Senior Leadership Team and translate strategy into measurable performance outcomes (the bridge between strategy and execution), identify areas of underperformance, remove operational barriers and lead initiatives that improve productivity, customer outcomes, financial performance and organisational effectiveness.

Key responsibilities will include:

• Strategic Execution - Driving the Business Strategy through relentless focus on performance and delivery, risk management, and cross-functional coordination to achieve key business outcomes.
• Growth and Performance - Supporting business growth and operational performance in partnership with Operational General Managers by enabling expansion opportunities, and delivering actionable performance insights. Driving a culture of accountability through robust performance management, proactive risk identification, and timely intervention to achieve Telecommunications business objectives.
• Operational Optimisation - In conjunction with Operational General Managers, supporting operational improvement and process optimisation initiatives that increase efficiency, reduce costs, and embed sustainable, scalable ways of working across the business.
• Data, Analytics and Insights - Developing reporting and performance management capabilities that provide actionable insights, KPI visibility, and early identification of business performance trends and risks.
• Continuous Improvement - Leading the development and delivery of a structured continuous improvement program by prioritising high-impact initiatives, establishing governance and improvement frameworks, measuring outcomes, and building continuous improvement capability across the business.
• Governance and Reporting - Providing governance oversight and performance reporting by monitoring progress against key milestones, managing risks and dependencies, and ensuring strategic initiatives align with operational and commercial objectives. You will also provide monthly updates to the Senior Leadership Team and Executive Leadership.

About you

You will have significant experience in senior general management, operations, performance, transformation, strategy or commercial leadership role. You will be commercially astute, execution-focused and be able to engage with and influence a range of stakeholders.

Our ideal candidate will have:

• Tertiary qualifications in business, finance, operations, analytics or a related discipline.
• Demonstrated experience improving organisational or operational performance in a complex operating environment.
• Experience establishing and managing KPIs, performance frameworks and reporting.
• Demonstrated experience leading cross-functional improvement initiatives.
• Proven ability to translate strategy into execution and measurable outcomes.
• Experience leading and developing high-performing teams.
• Strong commercial and financial acumen.

About us

Service Stream is a growing ASX-listed business that develops and operates Australia's essential services networks across telecommunications, utilities, transport, defence, and social infrastructure industries - we keep communities connected.

Your next role comes with:

• Access - Discounts for hundreds of businesses such as Woolworths, Air BNB, The Iconic, JB HI-FI, Dan Murphys, Bupa Health Care, and Specsavers. We also offer access to novated leasing and a share matching program.
• Paid leave - Parental, cultural, community service, defence, study, corporate volunteering and purchased leave available.Paid leave - parental, cultural, community service, defence, study, corporate volunteering and purchased leave available.
• Culture – We are dedicated to fostering a workplace environment that values safety, diversity and inclusion, and we recognise and celebrate excellence throughout the year through formal award ceremonies.

We celebrate diversity at Service Stream and welcome applications from people who identify as Aboriginal and/or Torres Strait Islander, people with a disability or neurodivergence, and those from LGBTIQA+, Veteran or other diverse groups. If you require any reasonable adjustments to the recruitment process, please email us and we would be happy to support you.