Service Optimiser

3 weeks ago

Melbourne, Australia nbn™ Full time

Job Expectations

A fantastic opportunity at nbn, Australia’s largest infrastructure project, as a Service Optimiser. You will be reporting to the Workflow Delivery Manager where you will be responsible for taking the capacity plan and producing an optimal work order schedule for the on-the-day teams to execute along with the field workforce.

The Service Excellence Solution is an essential element of nbn’s overall vision to deliver better End User outcomes with improved economics. Pivotal to this vision is to effectively match the demands of nbn End Users to the best available field technician to resolve their needs.

A bit about your role

In your new role as a Service Optimiser, you will be responsible for ensuring all work orders are scheduled and are aligned to business and operational priorities to meet SLA’s prior to technician start of day. You will also be responsible for monitoring the Control Dashboards that will alert on any risks to potential metric impacts and be responsible on taking action and ownership to mitigate the risk.

You will coordinate any resource movements with the Delivery Partner Planning team/Capacity Planning Team required for Day 1 once the capacity plan has been handed over and you will also optimise technicians travel routes.

You will be required to contact End Users and modifying appointments timeframes to balance the AM/PM appointments and you will be responsible for making sure the Field Technicians are effectively utilised.

Through effective engagement and business partnering with the Capacity Forecasting & Planning team, you will be able to provide feedback on the quality of capacity plan received and any gaps identified in the capacity plan.

You’ll be a member of a collaborative team, where you will contribute to and positively support and be part of a high-performance team culture to successfully deliver on the nbn and team purpose, strategy, and stakeholder engagement initiatives.

A bit about you

To be successful in this role, you will have relevant experience in Telecommunication/Managed Network services/ Global Network Operation/Field operation services.

You are required to have an understanding of planning and scheduling and you will have proven collaboration skills to achieve results in an inclusive manner.

Strong analytical capabilities, ability to interpret data, and ability to provide pragmatic recommendations to mitigate business and operational risks will be highly regarded.

Moreover, you will have exposure to and understanding of FTTX technology and technician mobility.

A good understanding of the nbn network and knowledge of service activation and service assurance for S&D field workforce projects as well as the network assurance and maintenance activities is preferred.

Life at nbn

To be part of nbn is to be part of something bigger. We’re the digital backbone of Australia and more. Leaders. Changemakers. Collaborators. We encourage each other to find new solutions in productive, competitive and innovative ways—providing access to crucial tools and services for our customers, partners, communities, and the country. Together, we’ve created Australia’s network—a network made for more.

A more inclusive working world

Where to from here?

Take your next steps with nbn

Worker Type

Permanent

Time Type

Full time

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