Service Operations Manager - Lead High-Impact Support

Optus; Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive remuneration

Optus product discounts

Flexible work arrangement

Employee wellbeing program

Job summary

Optus in Melbourne is seeking a Manager in Service Operations to lead Service Centre teams, drive flawless customer service and measurable performance improvements in a fast-paced environment.

You will oversee training, policy review, resource coordination, and governance forums, shaping decisions that align with strategic direction while supporting enterprise and government customers.

Qualifications

• Operational leadership in a customer-focused environment.
• Experience supporting enterprise customers within MSP or large IT services organization.
• Proven ability to drive ITIL best practices across Incident, Request, Problem and Knowledge Management.
• Strong understanding of Managed Networks Services operations for enterprise/government.
• Outstanding judgment and problem-solving in high-level operational issues.
• Ability to implement improvements based on performance data and customer feedback.
• Strong relationship-building with other business units.
• Commitment to a culture of customer focus, innovation, and 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 establish clear development plans for team members.
• Handle customer concerns and complex issue resolutions effectively.
• Participate in service review and operational governance forums.
• Work with Delivery extended leadership to align operations with strategy and drive continual service improvement.

Skills

Operational leadership

Customer service management

ITIL best practices

Managed Networks services

Data-driven decisions

Stakeholder relationships

Problem-solving

Change management

Job description

Optus in Melbourne is seeking a Manager in Service Operations to lead Service Centre teams, drive flawless customer service and measurable performance improvements in a fast-paced environment.

You will oversee training, policy review, resource coordination, and governance forums, shaping decisions that align with strategic direction while supporting enterprise and government customers.