Manager Service Operations

Optus; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive remuneration

Optus product discounts

Flexible work arrangement

Employee wellbeing program

Job summary

Optus in Melbourne is seeking a Manager in Service Operations to lead Service Centre teams, drive flawless customer service and measurable performance improvements in a fast-paced environment.

You will oversee training, policy review, resource coordination, and governance forums, shaping decisions that align with strategic direction while supporting enterprise and government customers.

Qualifications

• Operational leadership in a customer-focused environment.
• Experience supporting enterprise customers within MSP or large IT services organization.
• Proven ability to drive ITIL best practices across Incident, Request, Problem and Knowledge Management.
• Strong understanding of Managed Networks Services operations for enterprise/government.
• Outstanding judgment and problem-solving in high-level operational issues.
• Ability to implement improvements based on performance data and customer feedback.
• Strong relationship-building with other business units.
• Commitment to a culture of customer focus, innovation, and productivity.

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 establish clear development plans for team members.
• Handle customer concerns and complex issue resolutions effectively.
• Participate in service review and operational governance forums.
• Work with Delivery extended leadership to align operations with strategy and drive continual service improvement.

Skills

Operational leadership

Customer service management

ITIL best practices

Managed Networks services

Data-driven decisions

Stakeholder relationships

Problem-solving

Change management

Job description

Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it’s easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected.

Right now, Optus is focused on getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers.

It’s not about surface-level change. It’s about how we make decisions, how we work together, and how we deliver.

As a Manager in Service Operations, you 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

• 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

• 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….

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable.
• Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer free counselling and support services, available 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