Service Operations Manager - Flexible, High-Impact Leadership

Optus Enterprise; Melbourne; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Competitive remuneration

Monthly $80 credit

Product discounts

Flexible work arrangement

Generous leave policies

Parental leave 16 weeks

Wellbeing services

Diversity networks

Counselling services

Job summary

Optus is seeking a Manager in Service Operations to lead Service Centre teams, drive flawless customer service, and align operations with strategy. The role focuses on improving performance, policies, and governance in a dynamic, enterprise IT environment.

You will mentor teams, implement ITIL practices across incident, request, problem and knowledge management, and partner with extended leadership to deliver measurable improvements while embracing diversity and flexible work options.

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

ITIL best practices

Enterprise customer support

Managed Networks Services

Problem-solving

Job description

Optus is seeking a Manager in Service Operations to lead Service Centre teams, drive flawless customer service, and align operations with strategy. The role focuses on improving performance, policies, and governance in a dynamic, enterprise IT environment.

You will mentor teams, implement ITIL practices across incident, request, problem and knowledge management, and partner with extended leadership to deliver measurable improvements while embracing diversity and flexible work options.