Service Delivery Manager

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**

TPG Telecom is seeking a highly skilled, results-oriented **Manager**:

- **Service Delivery **to provide leadership to the Enterprise, Government and Wholesale Business Unit. The role will primarily focus on leadership and development of a sizeable team of Service Delivery professionals responsible for the delivery of all provisioning, warehousing & procurement activities.

As part of leading the Service Delivery engine, you will be responsible in ensuring the overall delivery of services in the SD-WAN, IOT, 5G & IPVPN space along with Layer 1 technologies in the Fibre/Copper space. Key success criteria will include defined customer experience SLA’s, cost optimisation KPIs and customer satisfaction through our Net Promoter Score (NPS) program.

This role is seeking a strong business outcomes mindset with the ability to inspire and communicate with confidence to your team, your manager and the wider executive team on strategy and development on continual improvement models to deliver services efficiently and effectively

**Responsibilities**
- Clearly defined process workflows ensuring optimal customer experience and team efficiencies are achieved
- Manage customer orders allocation, resolve issues and remove roadblocks in a timely and efficient manner
- Ensure compliance with standardised SLA’s, processes, systems, and tools
- Root cause analyses for escalations, delivery issues and order management concerns and feed back to customers, sales or network teams
- Championing a continuous process improvement culture and methodology across TPG Telecom and build organisational capability within the Service Delivery team
- Work with the Analytics function inside Customer Operations to create and deliver reports to showcase the team’s performance on key metrics
- Manage all customer communication in a professional and timely manner
- Ensuring all team members are performing to the best of their ability to achieve their KPI’s
- Proactive identification of team & individual challenges and create tailored performance plans to mitigate risks accordingly
- Work with the Analytics function inside Customer Operations to create and deliver reports to showcase the team’s performance on key metrics
- Identify, analyse and showcase trends & patterns that will form business cases as part of your continuous improvement program through clear and concise reporting
- Conduct daily review of team’s resourcing & workload to ensure sufficient coverage and timely completion, remove any bottle necks in a timely manner
- Perform regular performance reviews with team members to manage performance and facilitate career development

**Knowledge and experience**
- Proven ability to encourage, motivate and influence positive performance results and behaviours, with a minimum of 5years’ experience in a leadership position
- Highly experienced in using a “business solutions” type approach, utilising TPG Telecom’s product and services to identify customer needs and sell into applicable market sectors
- Exceptional knowledge and understanding of customer operations provisioning & hardware management processes when selling into TPG Telecom market sectors, including both Telco and ICT
- Strong understanding of TPG Telecom’s business and the competitive marketplace
- Strong knowledge of all political and economic influences that could affect TPG Telecoms businesses and the broader marketplace
- Management of high value SMB and Enterprise & Government portfolios, including the management of multi-million-dollar opportunity pipelines and individual deals

**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 like your contribution matters. We encourage ambition in everything we do, from telco solu