Provisioning Team Lead — Telco Service Delivery & Coaching

Aussie Broadband; Sydney; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Parental leave (26 weeks)

Internet discount

Mobile discount 20%

Fitness Passport

Flexible working

EAP

Discounts with partners

Rewards & recognition

Career development resources

Merch allowance

Job summary

Aussie Broadband is seeking a passionate Provisioning Team Leader to drive a high-performing team responsible for delivering provisioning services to customers across fixed, data and network services. You’ll balance operational delivery with coaching and development, ensuring orders are fulfilled accurately and on time in a fast-paced telecommunications environment.

You’ll coach, escalate and resolve issues, monitor KPIs and champion continuous improvement while building strong relationships

Qualifications

• Experience in telecommunications provisioning, service delivery or operational support.
• Strong provisioning knowledge across fixed, data and network services.
• Proven leadership/mentoring in a fast-paced environment.
• Strong customer service, stakeholder management and relationship-building skills.
• Experience managing escalations and driving issues to resolution.
• Excellent communication, organisational and problem-solving skills.
• Ability to balance people leadership with hands-on operational delivery.

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 orders are delivered accurately and within service levels.
• Monitor provisioning quality, cycle times and service delivery performance, driving right-first-time delivery.
• 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 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.

Skills

Provisioning processes

People leadership

Stakeholder management

Customer service

Escalations management

Communication skills

Problem solving

Tools

Carrier provisioning systems

Job description

Aussie Broadband is seeking a passionate Provisioning Team Leader to drive a high-performing team responsible for delivering provisioning services to customers across fixed, data and network services. You’ll balance operational delivery with coaching and development, ensuring orders are fulfilled accurately and on time in a fast-paced telecommunications environment.

You’ll coach, escalate and resolve issues, monitor KPIs and champion continuous improvement while building strong relationships