Visionary Leader

2 days ago

Sydney, New South Wales, Australia beBeeServicedeliverymanager Full time $90,000 - $120,000

We are at the beginning of an extraordinary journey, bringing together powerful brands to create a unified force. Our organisation has a diverse portfolio of brands, including a range of telecommunications services and solutions. We're using the latest technology and bold thinking to connect our people and communities. This is your chance to play a key role in shaping our future.

**Leadership Opportunity**

We are seeking an experienced and results-driven Manager:

- Service Delivery leader to oversee the Enterprise, Government, and Wholesale Business Unit. Your primary focus will be on developing and leading a team of professionals responsible for provisioning, warehousing & procurement activities.

As leader of the Service Delivery engine, you will ensure the overall delivery of services in the SD-WAN, IoT, 5G, and IPVPN space, as well as Layer 1 technologies in the Fibre/Copper space. Key success criteria include customer experience SLAs, cost optimisation KPIs, and customer satisfaction through our Net Promoter Score (NPS) program.

This role requires a strong business outcomes mindset with the ability to inspire and communicate with confidence to your team, manager, and executive team on strategy and development for continual improvement models to deliver services efficiently and effectively.

**Key Responsibilities**

  • Process Workflows: Define process workflows to achieve optimal customer experience and team efficiencies.
  • Customer Order Management: Manage customer orders allocation, resolve issues, and remove roadblocks in a timely manner.
  • Compliance and Quality: Ensure compliance with standardised SLAs, processes, systems, and tools.
  • Root Cause Analysis: Conduct root cause analyses for escalations, delivery issues, and order management concerns and feedback to customers, sales, or network teams.
  • Continuous Improvement: Champion a continuous process improvement culture and methodology across the organisation and build organisational capability within the Service Delivery team.
  • Reporting and Analytics: Work with the Analytics function inside Customer Operations to create and deliver reports to showcase the team's performance on key metrics.
  • Customer Communication: Manage all customer communication in a professional and timely manner.
  • Team Performance: Ensure all team members perform to their best abilities to achieve their KPIs.
  • Performance Planning: Proactively identify team & individual challenges and create tailored performance plans to mitigate risks accordingly.
  • Trends and Patterns: Identify, analyse, and showcase trends & patterns that will form business cases as part of your continuous improvement program through clear and concise reporting.
  • Resource Allocation: Conduct daily review of team's resourcing & workload to ensure sufficient coverage and timely completion, removing any bottlenecks in a timely manner.
  • Performance Reviews: Perform regular performance reviews with team members to manage performance and facilitate career development.

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