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Senior Manager Enablement Support
2 months ago
Symbio is seeking a highly skilled and experienced Senior Manager to lead the establishment of a high-performing service delivery and assurance organization.
Key Responsibilities:- Define functional processes, procedures, and team capabilities to ensure exceptional customer experiences and service delivery within SLAs.
- Provide leadership and development for provisioning, technical support, service management, and offshore teams.
- Implement a robust service management framework based on ITIL best practices, encompassing operational support for Technology as a Service (TaaS).
- Drive transformation initiatives to automate and enhance work practices, collaborating across departments to improve tools, processes, and staff development.
- Maintain an engaged workforce, negotiate cross-departmental outcomes, and champion customer advocacy.
- Bachelor's degree in Computer Science, Telecommunications, or a related field; ITIL Expert or equivalent certification.
- Extensive experience in service operations and service management within the telecommunications industry, including minimum 5 years of leading and managing a team.
- Technical Expertise: Strong knowledge of digital and telecommunications technologies, including mobile, NBN, Ethernet, SIP trunks, VoIP, portals, APIs, and application support.
- Personal Attributes: Proactive, with a can-do attitude, demonstrated initiative, and a strong customer-focused approach.
- Proficiency in Microsoft Word, PowerPoint, and Excel.
Symbio is committed to a strong culture that is diverse and inclusive, encouraging employees to bring their whole self to work. We provide equal access to learning and development opportunities, flexible working options, and a range of employee benefits, including an employee share gift plan, paid birthday leave, and up to 12 weeks paid parental leave for both parents as the primary carer.
