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Senior Service Delivery Manager
2 months ago
The Senior Service Desk Manager is a pivotal leadership position in our Customer Service team, dedicated to delivering an exceptional assurance experience to both Australian and International service providers for a portfolio of Carrier Grade telecommunication products.
Key Responsibilities- Client Experience: Provide an excellent client experience that meets industry-leading standards.
- Target Achievement: Achieve global standard targets via robust strategy and technology available in the current industry.
- Escalation Management: Manage escalations on behalf of customers during and outside of business hours.
- Product Support: Support a wide range of carrier-grade products.
- Operational Projects: Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer.
- Key Metrics: Deliver ongoing improvements in key operational metrics for the customers, including repeat incidents, financial penalties, and mean time to restore.
- Risk Management: Effectively manage risks and issues for the customer's services.
- Customer Engagement: Establish and maintain strong customer engagement and relationships with key internal collaborators and clients.
- Leadership: Provide strong leadership, including mentoring and coaching to staff and key stakeholders within the matrix organisation supporting the customer.
- Technical Knowledge: Strong technical knowledge and highly developed communication and presentation skills.
- Availability: Be available 24 by 7 as required for customers and management for the resolution of major issues.
- Industry Standards: Solid understanding of Service provider and Global telecommunication standards.
- Team Management: Ability to manage a team of approximately 14 people with diverse skills and responsibilities.
- Service Improvement: Solid ability to identify and lead key Service Improvement Programs, Problem Management initiatives, and engage in transformation programs to drive improvement to the service provided.
- Collaboration: Ability to collaborate with senior partners at CEO/CTO/CIO level, including influencing and presenting.
- Flexible Work Arrangements: 3 days in the office, 2 days remote – with flexible hours to suit.
- Inclusive Benefits: Inclusive paid parental leave, up to 14 weeks for the primary caregiver.
- Professional Development: Own your own growth by accessing an extensive online and facilitator-led learning catalogue – even earn a MBA micro-credential via OptusU (University).
- Colleague-Led Groups: Connect at work through one of our colleague-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.
- Campus Life: Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office.
- Travel Options: Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.
