Operational Service Excellence Lead

2 weeks ago

Canberra, ACT, Australia beBeeDelivery Full time $100,000 - $125,000
Job Opportunity

We are seeking a skilled Service Delivery Manager to join our team. As a key member of our customer service department, you will be responsible for ensuring the seamless delivery of services to our clients.

Key Responsibilities:

  • Lead service governance rhythms including weekly meetings, monthly reviews, and quarterly inputs.
  • Maintain ticket hygiene across Helix and Vocus ITSM, ensuring alignment on priorities, timestamps, and cross-referencing.
  • Own the Monthly Service Management Report (MSMR), including performance metrics, security summaries, and reconciliation logs.
  • Manage customer-monitored circuits—flag, report, and restore to SLA after notification.
  • Drive escalations and comms across all levels, ensuring timely updates, accurate ETAs, and compliance with security protocols.

Requirements:

  • Minimum of 5 years' experience working in a similar role.
  • Experience working in the Telecommunications & Government space preferred but not essential.
  • Passion and drive for continual service improvement to drive efficiency outcomes for the customer and our business.
  • Proven commitment to providing an exceptional customer experience for our customers.
  • Ability to influence and negotiate with multiple stakeholders within a multi-vendor customer environment.

What We Offer:

  • Diverse and dynamic teams with a supportive and inclusive culture.
  • Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
  • Flexible hours and a hybrid working environment.
  • Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
  • Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more.
  • Study assistance programs to excel your personal growth, learning and development.
  • Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

At our company, we pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.

Join us in creating a better future for everyone.

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