Service Operations Leader — Flexible Hybrid, Enterprise MSP

Singtel; Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive remuneration

$80 monthly credit

25% off Optus products

Discounts with retail partners

Flexible work model

Generous leave policies

Parental leave up to 16 weeks

Wellbeing support services

Job summary

Optus is seeking a Manager in Service Operations to lead Service Centre teams, driving high performance, customer focus, and continuous improvement. You will partner with the Delivery extended leadership team to align operations with strategic direction and deliver reliable customer outcomes.

The role offers genuine flexibility with three days in the office and two remote days, plus strong leave and wellbeing benefits, and a commitment to diversity and inclusivity.

Qualifications

• Proven operational leadership in a customer-focused environment.
• Experience supporting enterprise customers in MSP or large IT services organisations.
• Proven ability to drive ITIL practices across Incident, Request, Problem and Knowledge Management.

Responsibilities

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

Skills

Leadership

ITIL expertise

MSP/enterprise IT experience

Customer focus

Process improvement

Stakeholder management

Performance coaching

Cross-functional collaboration

Job description

Optus is seeking a Manager in Service Operations to lead Service Centre teams, driving high performance, customer focus, and continuous improvement. You will partner with the Delivery extended leadership team to align operations with strategic direction and deliver reliable customer outcomes.

The role offers genuine flexibility with three days in the office and two remote days, plus strong leave and wellbeing benefits, and a commitment to diversity and inclusivity.