Service Delivery Team Lead - Telco

Morgan Consulting; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Leadership opportunity

Collaborative team environment

Career growth opportunities

Job summary

Morgan Consulting is seeking an experienced Service Delivery Team Leader to head a high-performing Service Delivery and Provisioning team within a telecommunications and technology services environment in Melbourne.

You will balance hands-on leadership with strategic oversight to ensure on-time delivery and excellent customer outcomes. The role also emphasizes coaching, workload management and continuous improvement across CRM and ticketing workflows.

Qualifications

• Experience leading service delivery or provisioning teams in tech/ISP environments.
• Proven ability to manage multiple priorities in a fast-paced setting.
• Excellent communication with internal stakeholders and customers.
• Strong coaching and development capabilities for team members.

Responsibilities

• Take ownership of service delivery and provisioning from intake to delivery.
• Coordinate provisioning with external suppliers and partners.
• Manage end-to-end delivery of solutions, installations and rollout.
• Monitor progress, address risks and delays proactively.
• Maintain accurate CRM/ticketing records and documentation.
• Communicate milestones and expectations to customers.
• Lead, mentor and develop team members; allocate workloads.
• Monitor performance against SLAs and quality standards.
• Provide coaching and support to drive capability uplift.
• Identify and implement process improvements across operations.

Skills

Leadership

Stakeholder management

CRM experience

Service delivery

Team coaching

Tools

CRM systems

Ticketing systems

Workflow management

Job description

Service Delivery Team Leader About the Role

We are seeking an experienced Service Delivery Team Leader to lead a high-performing Service Delivery and Provisioning team within a growing telecommunications and technology services environment.

This is a hands-on leadership role where you'll maintain your own service delivery portfolio while providing day-to-day leadership, workload management, coaching, escalation support, and continuous improvement across the team.

The successful candidate will be passionate about customer outcomes, operational excellence, and developing team capability while ensuring services are delivered on time and to a high standard.

Key Responsibilities

Service Delivery & Operations

• Take ownership of customer orders from verification through to successful delivery
• Coordinate the provisioning of services with external suppliers and partner
• Manage end-to-end delivery of customer solutions, installations and rollout
• Monitor service delivery progress and proactively address risks and delay
• Ensure high standards of accuracy, compliance, and documentation throughout the orderlifecycle
• Maintain accurate records within CRM and ticketing platforms
• Communicate regularly with customers regarding delivery milestones and expectations
• Manage customer enquiries, tickets and service requests

Team Leadership

• Lead, mentor and develop Service Delivery and Provisioning team members
• Allocate workloads based on priorities, resource availability, complexity and skillsets
• Monitor team performance against service levels, quality standards and delivery targets
• Provide ongoing coaching, feedback and support to drive capability uplift
• Foster a positive, accountable and customer-focused team culture
• Act as the primary escalation point for complex service delivery issues and customerconcerns
• Support onboarding, training and development of new team members

Continuous Improvement

• Identify opportunities to improve operational processes, workflows and customer outcome
• Develop and maintain training materials, process documentation and knowledge resources
• Partner with internal stakeholders to drive efficiency and service improvements
• Contribute to standardisation and best practice across service delivery operations

Key Performance Indicators

• Service level agreement (SLA) adherence
• On-time service delivery performance
• Ticket response and resolution times
• Customer satisfaction outcomes
• Revenue activation success
• Order quality and accuracy
• Escalation management effectiveness
• Team productivity and workload distribution
• Coaching and employee development outcomes
• Process improvement initiatives delivered

About You

To be successful in this role, you will bring:

• Previous experience leading or mentoring a Service Delivery, Provisioning, Customer Operations or Service Desk team
• Strong telecommunications, technology services, managed services or ISP industry experience
• Proven ability to manage competing priorities in a fast-paced environment
• Excellent stakeholder management and customer communication skills
• Experience managing escalations and driving successful customer outcomes
• Strong organisational skills and attention to detail
• Experience using CRM, ticketing and workflow management systems
• A continuous improvement mindset with the ability to identify and implement operational efficiencies

What's on Offer

• Leadership opportunity within a growing organisation
• Supportive and collaborative team environment
• Opportunity to influence operational excellence and process improvement
• Long-term career growth and development opportunities
• Flexible and dynamic work environment