Service Operations Leader — Customer Excellence

Singtel Group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work arrangements

Hybrid work model

Parental leave up to 16 weeks

Employee discounts

Wellbeing support

Job summary

Optus is seeking a Manager of Service Operations to lead Service Centre teams in Sydney and Melbourne, driving exceptional customer service and continuous improvement. You will shape performance, policies, and governance while collaborating with extended leadership to align operations with strategic direction.

The role emphasizes leadership, enterprise customer support experience, and delivering improved service outcomes in a dynamic, fast-paced environment.

Qualifications

• Proven experience leading service operations in a customer-centric environment.
• Experience supporting enterprise customers within MSP or large IT services.
• Ability to apply ITIL practices across incident, request, problem and knowledge management.

Responsibilities

• Provide high-level operational leadership to Service Centre teams.
• Foster a high-performance culture focused on customer satisfaction.
• Ensure deliverables meet customer expectations and Optus policies.
• Review and improve policies to streamline processes and reduce costs.
• Coordinate resources for efficient service team alignment.
• Conduct performance reviews and develop team members' plans.
• Handle customer concerns and complex issue resolutions.
• Participate in service governance forums and leadership forums.
• Align operations with strategic direction and drive service improvement.

Skills

Operational leadership

Customer-focused

MSP experience

ITIL framework

Tools

ITIL

Job description

Optus is seeking a Manager of Service Operations to lead Service Centre teams in Sydney and Melbourne, driving exceptional customer service and continuous improvement. You will shape performance, policies, and governance while collaborating with extended leadership to align operations with strategic direction.

The role emphasizes leadership, enterprise customer support experience, and delivering improved service outcomes in a dynamic, fast-paced environment.