Senior Service Delivery Lead

3 weeks ago

Canberra, ACT, Australia Singtel Full time

Lead Service Delivery

At Singtel, we are seeking a Senior Service Delivery Lead to oversee the tactical service delivery in the Network domain for a major client. The role involves ensuring the delivery of all in-scope contracted services to the agreed Service Levels within budget. This position will orchestrate service capabilities from communities of practice in a matrixed organisation, implement seamless end-to-end service transition of project deliverables, and maintain direct oversight of Major Incidents and Change in the domain.

Your Key Responsibilities

  1. Ensure SLAs are met through proactive management.
  2. Manage client service escalations, driving delivery of remedial actions and recommendations.
  3. Meet client satisfaction targets through frequent customer engagements.
  4. Interwork with third parties to achieve client objectives.
  5. Ensure Optus partner/supplier performance through management of contractual deliverables.
  6. Track revenue, cost, and margin against forecast.
  7. Find opportunities for cost efficiency and productivity improvement.

Requirements for Success

You will have a technical background in ICT Networking, be flexible and adaptable, and possess a passion for making things happen in a sustainable way to meet our client's needs.Australian Citizen for security clearance purposes.Excellent relationship building and strong influencing - negotiation skills.Extensive ICT industry and Networking experience with multiple organisations.Experience with P&L management and ICT operational delivery.Demonstrated ability to analyse and interpret operational data identifying trends and issues.Experience balancing operational and strategic needs, ensuring sustainable trade-offs in line with business objectives.ITIL/ITSM experience and certification.

Why Work at Singtel?

3 days in the office, 2 days remote – with flexible hours to suit.Inclusive paid parental leave, up to 14 weeks for the primary care giver.All Optus people have access to resources, webinars and support via the 'Parents at Work portal.'Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University).Connect at work through one of our staff-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network.

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