Service Delivery Manager

2 weeks ago

Melbourne, Victoria, Australia VOCUS Full time
Join an ambitious Telco at an exciting phase of growth

  • Thrive in a company with a great working culture and great leaders
  • Do it. Own it. Love it.
Our business is crazy about customers. We use disruptive thinking every day to deliver incredible experiences to our customers and teams. We empower our people to

Do it. Own it. Love it. and that's why they choose to work for us. Here, it's never just a job - we care about what we do and the impact we have, and that's what connects us.

About the role

As a Service Delivery Manager (Federal Government), you'll be responsible for identifying customer needs, overseeing, and ensuring seamless delivery and network management of services within the context of the customer requirements.

The foundation of this role is assuring compliance with approved processes and establishing new processes (interim and end-state), to provide consistently high levels of customer service, operational excellence, and governance in a cost-effective manner.

You'll be overseeing and leading all activities within the operations and delivery that support the services provided by Vocus.

Your key responsibilities in this role will include, but are not limited to:

  • Lead the service delivery team within the customer environment, managing conflict, and ensuring the teams processes and tasks are carried out efficiently and effectively.
  • Participate/Identify potential opportunities for incremental revenue growth within the customer account.
  • Determine ways to reduce costs without compromising customer satisfaction.
  • Assess customer feedback and use your creativity to establish, improve, and refine services.
  • Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
  • Compliance with related customer reporting, systems, data quality and documentation requirements.
  • Ensure monthly reporting obligations on all critical deliverables are fulfilled in line with the client and management requirements.
  • Manage and provide lead on all major Incidents and emergency changes.
  • Acting as a customer advocate within Vocus and leading customer service improvement initiatives (CSI) where possible.

About success in this role

With your strong relationship management and leadership skills, you'll enjoy working collaboratively as part of a customer-focused team who are eager to provide great service to its customers within the Enterprise and Government division.

This role requires a high degree of passion and drive for continual service improvement to drive efficient outcomes for the customer and our business.

- you'll also bring to the role:

  • Tertiary qualifications in Business, IT/Technology, or related discipline.
  • Previous experience in a similar role and working in the Telecommunications and Government space.
  • Experience in Salesforce and Business Intelligence platforms.
  • Ability to influence and negotiate with multiple stakeholders within a multivendor customer environment.
  • Ability to be adaptable and agile in the changing Technology landscape.
  • ITIL certified or demonstrated knowledge and experience in working in an ITIL environment.
  • Understanding of ITIL framework and its implementation is critical to this role.
  • Exposure to working with Government Departments is highly desirable, but not essential.
  • Willing to go through Baseline, NV1, NV2 or PV AGVSA or any customer specific clearance as required in the customer environment.

_Please note:
a security clearance will be required for this role. Therefore, you must be an Australian Citizen to be eligible for a clearance._**
The extra stuff we know you want to know
We know how to celebrate our wins and we know learning from our mistakes makes us better. We are all about flexible working and, hand on heart, we practise work life balance. We high five you on your work anniversary and give you a day off. We know time off is important for balance, so we have an option to buy more leave. We embrace your unique style and let you be a master of your own style with no dress code. This is just the tip of the iceberg, so jump on our careers site or LinkedIn to find out more

Did I hear you say, "Who is Vocus?"
We're a challenger business in the Telco and Energy Industry.

We listened to our customers and heard that they wanted more from a network, so that's what we've given them.


  • We built the network thanks to our own team of highly skilled fibre engineers.
  • We own our network giving us easier, straightforward access.
  • We manage our network here in Australia out of our Melbourne offices.


We now have more than 25,000 km of fibre optic cable laid and operational throughout Australia, 5000 on-net buildings connected to our network.

LI-VOC

LI-Hybrid

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