Senior Service Operations Leader - ITIL & Enterprise MSP

Optus; Sydney; Hybrid; AUD 140,000 - 200,000; Full time

Benefits offered by this job

Competitive remuneration

Colleague discounts and $80 monthly/25

Flexible working arrangements (3 days/

Job summary

Optus in Sydney, Australia seeks a Manager Service Operations to lead Service Centre teams, drive ITIL processes, and deliver exceptional customer service. You will shape policies, coordinate resources, and steer performance improvements in a dynamic MSP-like environment.

The role focuses on enterprise and government client support, with strong emphasis on governance, stakeholder collaboration, and continuous service enhancements. Hybrid work options available.

Qualifications

• Proven experience in operational leadership within a customer-focused environment.
• Experience supporting Enterprise customers within a Managed Service Provider (MSP) or large IT services organisation.
• Proven ability to drive ITIL best practices across Incident, Request, Problem and Knowledge Management processes
• Strong understanding of Managed Networks Services operations supporting enterprise and government customers
• Outstanding judgment and problem-solving skills in high-level operational issues.
• Ability to successfully implement improvements based on performance data and customer feedback.
• Strong relationship-building skills with representatives of other business units.
• A dedication to encouraging a culture of customer focus, innovation, and improved productivity.

Responsibilities

• Provide high-level operational leadership, training and development to Service Centre teams, encouraging outstanding performance.
• Foster a high performance culture focused on customer satisfaction, accountability and continuous improvement
• Ensure operational deliverables are met in line with customer expectations and Optus policies.
• Review and improve policies and procedures to streamline processes, reduce costs, and improve client outcomes.
• Coordinate resources to ensure efficient use and alignment between service teams.
• Conduct performance reviews and assist in the establishment of clear development plans for team members
• Handle customer concerns and complex issue resolutions effectively.
• Participate in service review and operational governance forums
• Work closely with the Delivery extended leadership team to align operations with strategic direction and drive continual service improvement.

Skills

Operational leadership

IT service operations

ITIL processes

Stakeholder management

People development

Job description

Optus in Sydney, Australia seeks a Manager Service Operations to lead Service Centre teams, drive ITIL processes, and deliver exceptional customer service. You will shape policies, coordinate resources, and steer performance improvements in a dynamic MSP-like environment.

The role focuses on enterprise and government client support, with strong emphasis on governance, stakeholder collaboration, and continuous service enhancements. Hybrid work options available.