Manager Service Operations

Optus; Sydney; Hybrid; AUD 170,000 - 210,000; Full time

Benefits offered by this job

Product discounts

Monthly credit$80

Hybrid work schedule

Parental leave 16 weeks

Diversity networks

Counselling services

Job summary

Optus is seeking a Manager Service Operations to guide Service Centre teams toward operational excellence and exceptional customer service. Sydney and Melbourne-based, you will lead, coach, and align operations with Optus strategy.

You'll drive ITIL practices, support enterprise customers, and foster a culture of accountability, continuous improvement, and customer focus in a fast-paced environment.

Qualifications

• Proven experience leading operations in a customer-focused environment.
• Experience supporting enterprise customers within an MSP or large IT services organisation.
• Proven ability to drive ITIL across Incident, Request, Problem and Knowledge Management.
• Strong understanding of Managed Networks Services operations for enterprise/government clients.
• Outstanding judgment and problem-solving in high-level operational issues.
• Ability to implement improvements from performance data and feedback.
• Strong relationship-building with other business units.
• A dedication to customer focus, innovation and productivity.

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 policy.
• Review and improve policies to streamline processes and reduce costs.
• Coordinate resources for efficient service team alignment.
• Conduct performance reviews and development plans for team members.
• Handle customer concerns and resolve complex issues.
• Participate in service reviews and governance forums.
• Collaborate with Delivery leadership to align operations with strategic direction.

Skills

Operational leadership

Enterprise MSP experience

ITIL practices

Managed networks services

Problem-solving

Process improvement

Stakeholder relationships

Customer-focused culture

Job description

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.

Two opportunities are available, with positions based in Sydney and Melbourne.

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 ***************@optus.com.auor call 1800 309 ***. We're here to help.

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