Service Operations Manager – Hybrid & Customer Excellence

Optus; Sydney; Híbrido; AUD 170 000 - 210 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Product discounts

Monthly credit$80

Hybrid work schedule

Parental leave 16 weeks

Diversity networks

Counselling services

Resumo da oferta

Optus is seeking a Manager Service Operations to guide Service Centre teams toward operational excellence and exceptional customer service. Sydney and Melbourne-based, you will lead, coach, and align operations with Optus strategy.

You'll drive ITIL practices, support enterprise customers, and foster a culture of accountability, continuous improvement, and customer focus in a fast-paced environment.

Qualificações

• Proven experience leading operations in a customer-focused environment.
• Experience supporting enterprise customers within an MSP or large IT services organisation.
• Proven ability to drive ITIL across Incident, Request, Problem and Knowledge Management.
• Strong understanding of Managed Networks Services operations for enterprise/government clients.
• Outstanding judgment and problem-solving in high-level operational issues.
• Ability to implement improvements from performance data and feedback.
• Strong relationship-building with other business units.
• A dedication to customer focus, innovation and productivity.

Responsabilidades

• Provide high-level operational leadership, training 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 policy.
• Review and improve policies to streamline processes and reduce costs.
• Coordinate resources for efficient service team alignment.
• Conduct performance reviews and development plans for team members.
• Handle customer concerns and resolve complex issues.
• Participate in service reviews and governance forums.
• Collaborate with Delivery leadership to align operations with strategic direction.

Conhecimentos

Operational leadership

Enterprise MSP experience

ITIL practices

Managed networks services

Problem-solving

Process improvement

Stakeholder relationships

Customer-focused culture

Descrição da oferta de emprego

Optus is seeking a Manager Service Operations to guide Service Centre teams toward operational excellence and exceptional customer service. Sydney and Melbourne-based, you will lead, coach, and align operations with Optus strategy.

You'll drive ITIL practices, support enterprise customers, and foster a culture of accountability, continuous improvement, and customer focus in a fast-paced environment.