Manager Service Operations

Optus; Victoria; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive pay

Flexible work

Extra leave

Parental leave 16 weeks

Diversity networks

Wellbeing support

Job summary

Optus in Melbourne is seeking a Manager Service Operations to lead Service Centre teams, drive operational excellence and deliver outstanding customer service. You will shape policies, coordinate resources and align operations with strategic direction.

The role emphasizes ITIL practices, enterprise customer support experience, and a track record of improving performance through data-driven insights. Flexible work options and comprehensive benefits are part of the package.

Qualifications

• Proven experience leading service operations in a customer-focused environment.
• Experience supporting enterprise customers in MSP or large IT services.
• Proven ability to implement ITIL best practices across Incident, Request, Problem and Knowledge Management.

Responsibilities

• Provide high-level operational leadership, training and development to Service Centre teams.
• Foster a high-performance culture focused on customer satisfaction and continuous improvement.
• Ensure operational deliverables meet customer expectations and Optus policies.
• Review and improve policies and procedures to streamline processes and reduce costs.
• Coordinate resources to ensure efficient use and alignment between service teams.
• Conduct performance reviews and establish development plans for team members.
• Handle customer concerns and complex issue resolutions effectively.
• Participate in service reviews and operational governance forums.
• Collaborate with Delivery leadership to align operations with strategic direction.

Skills

Operational leadership

Customer-focused

ITIL practices

Stakeholder management

Performance data analysis

Job description

Job Description

• Job Title: Manager Service Operations
• Reporting to: Jess Loader
• Talent Acquisition Partner: Ranya Kumar
• Location: Melbourne

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

Are you prepared to guide a team toward operational excellence and deliver outstanding service to our customers? 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.

What You'll Do | Your day to day will consist of:

• 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.

What You Bring | What makes you perfect for the role?

• 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.

The good stuff.... | What's in it for you?

• Competitive remuneration and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 - in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. 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. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity