Service Delivery Manager

Vocus Communications; Canberra; Hybrid; AUD 100,000 - 130,000; Full time

Job summary

A leading telecommunications provider is seeking an experienced Service Delivery Manager to oversee service governance for key customer accounts in Canberra. This hands-on role requires a minimum of 5 years in service delivery management, focusing on governance, reporting, and customer satisfaction within a hybrid work environment. The ideal candidate will be proactive and have strong stakeholder management skills.

Benefits

Diverse and dynamic teams

Flexible hours and hybrid working

Study assistance programs

Generous leave benefits

Qualifications

• Minimum of 5 years’ experience in a similar role.
• Experience in Telecommunications & Government preferred.
• Passion for continual service improvement.

Responsibilities

• Lead service governance rhythms and monthly service reports.
• Maintain ticket hygiene across ITSM tools.
• Manage customer-monitored circuits and report on SLA.

Skills

Service delivery management

Problem-solving

Stakeholder negotiation

Governance and reporting

Customer experience

Job description

Posted Thursday 11 September 2025 at 2:00 pm

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

We’re on the hunt for a hands-on Service Delivery Manager to own the operational heartbeat of one of our key customer accounts. You’ll be the face of Vocus on-site in Canberra (minimum 3 days a week), driving service excellence and making things happen.

Be the go-to for all things service delivery—governance, reporting, and SLA performance. Lead the charge on monthly service reports, data reconciliation, and keeping our ITSM tools sharp and aligned. Stay on top of other carrier-diverse circuits ensuring they’re restored and reported on time, every time.

If you thrive on accountability, love solving problems before they become one, and want to work with a team that backs bold moves—this is your gig.

Willingness to undergo NV1 security vetting or any customer specific clearance as the contract requires.

Responsibilities:

• Lead service governance rhythms—weekly meetings, monthly reviews, quarterly inputs, and action tracking.
• Maintain ticket hygiene across Helix and Vocus ITSM, ensuring alignment on priorities, timestamps, and cross-referencing.
• Own the Monthly Service Management Report (MSMR), including performance metrics, security summaries, and reconciliation logs.
• Manage customer-monitored circuits—flag, report, and restore to SLA after notification.
• Drive escalations and comms across all levels, ensuring timely updates, accurate ETAs, and compliance with security protocols.

Skills:

• Minimum of 5 years’ experience working in a similar role.
• Experience working in the Telecommunications & Government space preferred but not essential.
• Passion and drive for continual service improvement to drive efficiency outcomes for the customer and our business.
• Proven commitment to providing an exceptional customer experience for our customers.
• Ability to influence and negotiate with multiple stakeholders within a multi-vendor customer environment.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service!
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.