Senior Director, Shared Services

Singapore Telecommunications; Sydney; On-site; AUD 250,000 - 450,000; Full time

Job summary

Optus is seeking a Senior Director - Shared Services (Network Enablement) to shape strategy, delivery, and governance of cross-domain platforms across Networks, Enterprise, IT and Operations. You will lead multi-year transformation and drive automation maturity within AI Operations.

You will establish strong engineering practices, manage vendor relationships, and ensure service quality and cost-effective delivery while mentoring high-performing teams of software engineers and service management

Qualifications

• Proven technical expertise in Cross-Domain Orchestration and Network Exposure.
• Experience leading large-scale service management transformations with ITIL-aligned processes.
• Strong knowledge of SDLC leadership including internal platform development and IP creation.
• Experience with inventory federation, service activation, and service assurance.
• Demonstrated leadership in workforce planning, vendor governance, and executive engagement.
• Background in Field Services or enterprise IT large-scale programs is a plus.

Responsibilities

• Define and lead Optus's strategy and delivery for Cross-Domain Orchestration, Intelligent Field Workforce Management, Service Management, and Secure Network Exposure capabilities, aligned to network, IT, and AI Operations objectives.
• Drive the evolution of workforce management capabilities, improving field resource utilisation, reducing truck rolls, and increasing first-time resolution outcomes.
• Lead the transformation and consolidation of service management, inventory, and CMDB capabilities, supporting operational excellence, automation, and AI-driven operations.
• Act as the senior stakeholder interface across Networks, Enterprise, Consumer, IT, and Wholesale, accountable for service quality, operational performance, and service assurance outcomes.
• Establish strong engineering and software development practices, including internal capability building, CI/CD adoption, workforce planning, resource management, and skills development.
• Oversee vendor, contract, commercial, security, compliance, and risk management activities, ensuring strong governance, value delivery, and retention of strategic Optus intellectual property.

Skills

Cross-Domain Orchestration

Network Exposure

SDLC Leadership

ITIL Service Management

Stakeholder Management

Leadership

Vendor Governance

Education

Tertiary qualification in Engineering/IT/ Telecommunications

Tools

ServiceNow

CI/CD

ITIL tooling

Job description

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 passionate about 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.

The Senior Director - Shared Services (Network Enablement) is responsible for the strategy, delivery, and governance of critical cross-domain platforms, including orchestration, intelligent field workforce management, and secure network exposure capabilities, supporting Enterprise, Consumer, IT, Field Services, and Operations across Optus. Leading a multi-year transformation aligned with AI Operations objectives, the role drives automation maturity through industry-leading practices and provides leadership across Network Engineering, Field Operations, Enterprise Service Management, and high-performing software engineering teams.

Your day to day will consist of

Define and lead Optus's strategy and delivery for Cross-Domain Orchestration, Intelligent Field Workforce Management, Service Management, and Secure Network Exposure capabilities, aligned to network, IT, and AI Operations objectives.

Drive the evolution of workforce management capabilities, improving field resource utilisation, reducing truck rolls, and increasing first-time resolution outcomes.

Lead the transformation and consolidation of service management, inventory, and CMDB capabilities, supporting operational excellence, automation, and AI-driven operations.

Act as the senior stakeholder interface across Networks, Enterprise, Consumer, IT, and Wholesale, accountable for service quality, operational performance, and service assurance outcomes.

Establish strong engineering and software development practices, including internal capability building, CI/CD adoption, workforce planning, resource management, and skills development.

Oversee vendor, contract, commercial, security, compliance, and risk management activities, ensuring strong governance, value delivery, and retention of strategic Optus intellectual property.

What makes you perfect for the role

Proven technical expertise in Cross-Domain Orchestration, Network Exposure, and industry-aligned solutions leveraging TM Forum, 3GPP, GSMA, or ONAP frameworks.

Strong technical software development and SDLC leadership experience, including building internal platforms, capabilities, and intellectual property.

Deep knowledge of ITIL-aligned service management processes, ServiceNow Technology offerings and implementations, adoption, transformation, and migration of service management tooling.

Demonstrated technical leadership experience in inventory federation, service activation, service assurance, and large-scale business process transformation initiatives.

Experience in Field Services and workforce management, delivering reductions in truck rolls, improved workforce assignment, lower TCO, and reduced MTTR.

Strong leadership, commercial, and stakeholder management capabilities, including workforce planning, resource optimisation, budget ownership, vendor governance, executive engagement, and management of multidisciplinary teams; supported by relevant tertiary qualifications in Engineering, IT, Telecommunications, or a related field.

What's in it for you?

Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.

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.

Direct your own development and build future-ready skills with Optus U's industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.

Build meaningful connections through employee-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.au or call 18
• 170. We're here to help.

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