Senior Director, Shared Services

Singtel Group; Sydney; On-site; AUD 180,000 - 260,000; Full time

Benefits offered by this job

Competitive remuneration

Employee discounts

Monthly $80 credit

25% off Optus products

Connected days

Parental Leave up to 16 weeks

Optus U micro-credentials

Diversity networks

Counselling and wellbeing support

Job summary

Optus is seeking a Senior Director - Shared Services (Network Enablement) to shape strategy and delivery for orchestration, field workforce management, and secure network exposure. You will drive automation maturity, governance, and cross-domain collaboration across Networks, IT, Consumer, and Wholesale functions.

You will lead enterprise-scale transformations, build internal platforms, and oversee vendor governance while prioritising service quality and operational excellence.

Qualifications

• 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.

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 and ServiceNow

Field Services

Workforce Management

Vendor Governance

Education

Bachelor's degree in Engineering/IT/Telecommunications

Tools

ServiceNow

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 passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers.It'snot about surface-level change.It'sabout 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

Proventechnicalexpertisein Cross-Domain Orchestration, Network Exposure, and industry-aligned solutionsleveragingTM Forum, 3GPP, GSMA, or ONAP frameworks.

Strongtechnicalsoftware development and SDLC leadership experience, including building internal platforms, capabilities, and intellectual property.

Deep knowledge of ITIL-aligned service managementprocesses,ServiceNowTechnology offerings and implementations,adoption, transformation, and migration of service management tooling.

Demonstratedtechnical leadershipexperience 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?

Competitiveremunerationand 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, includingadditional'Connected' days to focus on culture, family, health, community, orwhatever'simportant 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 toparticipatefairly and equitably in the recruitment process, please email [e-mail] or call 18170. We'rehere to help.