Provisioning Team Lead — Flexible Work & High-Impact Delivery

Aussie Broadband Limited; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

26 weeks parental leave

Discounted internet

Mobile service discount

Fitness Passport

Flexible working arrangements

Employee Assistance Program

Discounts with partners

Monthly rewards

Training & development

Aussie merch allowance

Job summary

Aussie Broadband Group seeks a seasoned Provisioning Team Leader to guide a high-performing team and drive service excellence across fixed, data and network services. You’ll balance hands-on delivery with coaching, lifting customer outcomes and operational efficiency.

Lead, coach and develop provisioning consultants, manage workloads, escalate issues, and partner with carriers, vendors and internal teams to improve processes and keep orders on time.

Qualifications

• Experience in telecom provisioning, service delivery or ops support.
• Strong understanding of provisioning across fixed, data and network services.
• Proven leadership and coaching in fast-paced environments.
• Strong customer service and stakeholder relationship skills.
• Experience handling escalations and driving issues to resolution.
• Excellent communication and problem-solving abilities.
• Able to balance people leadership with hands-on delivery.
• Wholesale telecom experience is a plus.
• Knowledge of carrier provisioning systems and activation workflows.
• Experience with process improvement initiatives.

Responsibilities

• Lead, coach and develop a team of Provisioning Consultants to deliver exceptional customer outcomes.
• Foster a high-performance, customer-focused culture aligned with Aussie Broadband's values.
• Manage team workloads, performance, training and capability development.
• Act as the first point of escalation for provisioning issues, service delivery challenges and customer concerns.
• Oversee day-to-day provisioning operations, ensuring customer orders are delivered accurately and within agreed service levels.
• Monitor provisioning quality, cycle times and service delivery performance, driving a "right first time" approach.
• Manage and communicate changes to systems, products, tools and processes across the team.
• Build strong relationships with internal stakeholders, carriers, vendors and external partners.
• Proactively communicate order progress, risks and escalations to support successful customer outcomes.
• Monitor team performance against key productivity, quality and service delivery metrics.
• Identify and drive continuous improvement opportunities across processes, systems and workflows.
• Prepare operational reporting and provide performance insights to support business outcomes.
• Ensure compliance with company policies, provisioning procedures and industry requirements.
• Maintain accurate process documentation and identify, manage and escape operational risks as required.

Skills

Provisioning experience

Team leadership

Customer service

Stakeholder management

Escalation management

Communication

Problem solving

Process improvement

Wholesale experience

Carrier provisioning systems

Activation workflows

Operational delivery

Job description

Aussie Broadband Group seeks a seasoned Provisioning Team Leader to guide a high-performing team and drive service excellence across fixed, data and network services. You’ll balance hands-on delivery with coaching, lifting customer outcomes and operational efficiency.

Lead, coach and develop provisioning consultants, manage workloads, escalate issues, and partner with carriers, vendors and internal teams to improve processes and keep orders on time.