Provisioning Team Leader

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

About Us

Symbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love – our customers, team members, shareholders, and partners. Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier1 voice providers in Australia and owns fibre infrastructure. Our culture is built on five values that guide everything we do: Don'tbe ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun. We’re looking for a passionate and experienced Provisioning Team Leader to lead a high performing team, drive service excellence, and ensure our customers receive an exceptional experience every step of the way. If you’re a people leader who thrives in a fast-paced telecommunications environment and enjoys balancing operational delivery with coaching and development, we’d love to hear from you.

Aussie Broadband is an Australian operated telecommunications company that was formed in 2008 and is based in Morwell Victoria, Australia. The company’s main focus is nbn™ (NBN) subscription plans and bundles to residential homes, small businesses, not‑for‑profits, corporate/enterprise and managed service providers. As a licensed carrier, the company provides these services through a wholesale agreement with NBNCo, a mix of leased backhaul infrastructure from third parties and its own network equipment. The company also offers a range of other telecommunications services including VoIP, mobile plans and handsets, entertainment bundles through its partnership with FetchTV and connections through its own fibre, the OptiComm network and its white label platform. With its acquisition of Over the Wire, the company is also a Tier1 voice provider, and offers a range of tailored cloud, connect and collaborate solutions to business, government and enterprise customers.

Responsibilities

You’ll bring our values to life by:

• 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.

What you’ll bring

• Experience within telecommunications provisioning, service delivery or operational support environments.
• Strong understanding of provisioning processes across fixed, data and network services.
• Proven experience leading, coaching or mentoring team members in a fast‑paced operational environment.
• Strong customer service, stakeholder management and relationship‑building skills.
• Experience managing escalations and driving issues through to resolution.
• Excellent communication, organisational and problem‑solving skills.
• Ability to balance people leadership responsibilities with hands‑on operational delivery.
• Nice to have Experience working within a wholesale telecommunications environment.
• Knowledge of carrier provisioning systems, processes and platforms.
• Understanding of telecommunications service activation and delivery workflows.
• Experience supporting process improvement, operational optimisation or continuous improvement initiatives.

Why Join Us

As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."

We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government‑paid leave)
• Discounted internet up to the value of $109 per month
• 20% off Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth
• Yearly Aussie merch allowance

For questions, reach out to [e-mail].