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Technical Services Manager

2 months ago

Brisbane, Australia Optus Full time

**Technical Services Manager**:
**Date**:01-Mar-2023

**Location**: Brisbane, Australia

**Company**:Singtel Group

**Job Summary**:
The Technical Services Manager is a client-facing role providing in-depth knowledge to manage all the technical aspects of service delivery for managed service clients. This role has evolved from a traditional telecommunications background providing post-sales service and support for carriage, to managed ICT solutions requiring broad technical knowledge coupled with vendor knowledge and highly developed analytical skills. The TSM will work closely with the client to improve client service experience, support technology change and become a trusted technical advisor, provide input into a technical roadmap/strategy, utilise Incident, problem and change management methodologies to achieve highest levels of service outcomes.

**Key Responsibilities**:

- Onsite technical presence for our client being the single point of contact.
- Continually monitor client’s service delivery and support requirements.
- Provide technical post sales consultancy including network optimisation/resiliency, network changes/relocations/migrations/MACs.
- Lead incident recovery and develop post incident reports.
- Proactive review of incident trends in line with problem management methodology.
- Provide guidance at project delivery stage around change control, dependencies, and other client environmental known information.
- Engagement in regular operational governance forums.
- Manage third party vendor agreements applicable to the client.

**Qualifications and Experience**:

- Demonstrated high level in a Telco/ICT environment delivering operationally focused technical service.
- Demonstrated ability to manage technical service support including incident management, change management, configuration management, problem management, capacity management.
- High level interpersonal and communication skills both oral and written, including experience in writing complex management reports, such as network performance overviews and recommendations, submissions, business cases and project management plans.

**Optus is a place where we let you do you. **We're a highly collaborative workplace, and offer a range of perks such as**:

- Flexible work arrangements with a hybrid working model.
- Career development through OptusU, a partnership with leading Universities allowing you to complete micro degrees and qualifications.
- Mobile & internet discounts, novated car leasing, and other financial benefits.
- Amazing people and culture focused on your well-being.

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