Service Operations Manager

Exciting time to join a top 100 ASX listed business with big goals
- Hybrid working arrangement, mix of working from home and the office
- Access to a great selection of benefits

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

**This opportunity**

The Service Operations Manager - Enterprise & Government Network Operations is accountable for the daily operations of the nominated service domains. You will be accountable for the management of incidents, successful root cause analysis and stakeholder engagement, including but not limited to periodic updates regarding the service operations execution, continual service improvement initiatives and business escalations.

Working as the Service Operations Manager you will need to ensure the needs of Enterprise and Government stakeholders are met to the highest practical degree, minimizing the impact of planned work and incidents accordingly.

Reporting to the Head of Mobile Network Operations, you will be the primary contact for any operational issues that impact the Business and TPG Telecom customers.

**Responsibilities**
- Manage a service domain, and its virtual ‘team” to ensure operational stability. This includes the design, delivery, and operation of the domain, as performed by internal TPG Network and IT teams. The extended team also encompasses the relevant business stakeholders, especially in our Enterprise and Government support and customer teams.
- Ensure nominated SLA's and KPI's are met or exceeded and if not, identify and drive service improvement initiatives.
- Manage business stakeholder satisfaction and timely redressal of any operational issues impacting business initiatives.
- Operational management of key suppliers to ensure contractual obligations are met or exceeded.
- Proactive risk assessment of systems and services to identify requirements for availability improvements.
- Create and manage a continual service improvement plan for the domain to optimise service performance. Consider technology (systems and architecture), vendors and processes.
- Manage regular domain level operational meetings covering the performance of that domain.
- Participate in an on-call 24/7 roster to provide support for business escalations.
- Regular and ad hoc reporting and presentations as per the requirements of the domain.
- Be the Enterprise & Government Operations point of contact.
- Governing compliance of support teams against process.
- Ensuring process documentation is periodically reviewed, updated, and communicated effectively.
- Work towards Key Performance Indicators (KPIs). This includes operational performance KPI's such as Nominated KPI’s and SLA’s, Nominated business KPI’s, Mean time to restore, System performance and Incident volume reduction.

**Knowledge and experience**
- Ability to champion and drive a clear strategy, liaising and obtaining stakeholder buy-in.
- Proven ability to manage process effectively, maximising value and minimising waste.
- Excellent interpersonal skill to influence and lead.
- Detailed knowledge of operational management in Telecommunications and IT environments and their associated support systems.
- Good working knowledge of industry best practice and methodologies, specifically ITIL.
- Understanding of project management methodologies and ways of working.
- Strong problem solving, multitasking and time management skills.
- Strong communication skills both written and verbal.
- Experience in Telecommunications and/or IT industry working in areas of service management and operations support roles with the ability to demonstrate achievements that have significantly improved service delivery throughout career.
- Previous operational experience on IT systems and services would be desirable.

**Benefits and perks**
- Flexible hybrid way of working (from home and office)
- ‘Stay Connected Mobile’ - Access to a free mobile plan
- ‘Stay Connected NBN’ - Access to a free NBN 100 plan
- ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
- Access to TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts

**Our TPG Telecom Spirit**

We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. You will join a supportive company that is diverse and inclusive, and celebrates what makes our employees different, as well what brings us together. We want you to bring your true self to work, and to feel