Manager Service Operations

Singtel Group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work arrangements

Hybrid work model

Parental leave up to 16 weeks

Employee discounts

Wellbeing support

Job summary

Optus is seeking a Manager of Service Operations to lead Service Centre teams in Sydney and Melbourne, driving exceptional customer service and continuous improvement. You will shape performance, policies, and governance while collaborating with extended leadership to align operations with strategic direction.

The role emphasizes leadership, enterprise customer support experience, and delivering improved service outcomes in a dynamic, fast-paced environment.

Qualifications

• Proven experience leading service operations in a customer-centric environment.
• Experience supporting enterprise customers within MSP or large IT services.
• Ability to apply ITIL practices across incident, request, problem and knowledge management.

Responsibilities

• Provide high-level operational leadership to Service Centre teams.
• Foster a high-performance culture focused on customer satisfaction.
• Ensure deliverables meet customer expectations and Optus policies.
• Review and improve policies to streamline processes and reduce costs.
• Coordinate resources for efficient service team alignment.
• Conduct performance reviews and develop team members' plans.
• Handle customer concerns and complex issue resolutions.
• Participate in service governance forums and leadership forums.
• Align operations with strategic direction and drive service improvement.

Skills

Operational leadership

Customer-focused

MSP experience

ITIL framework

Tools

ITIL

Job description

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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 the Manager of Service Operations, you will play a key role in ensuring our Service Centre teams provide 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

• 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 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.