Service Delivery Lead

1 week ago

Sydney, Australia Superloop Full time

**Company Overview**

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

**Business Unit Overview**

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

**Role Purpose**

Our Delivery Managers are responsible for the coordination of internal resources and third-party vendors for the execution of delivery projects across the Superloop business, ensuring our services are delivered on-time, on budget and within scope.

**Key Responsibilities**
- Coordinate resources and communication to deliver services within agreed service levels and completion dates
- Communicate and liaise with suppliers, customers and internal stakeholders to ensure order accuracy and completion
- Ensure equipment required for services is ordered or in stock
- Track all orders from start to finish, and hand over to the Billing team including dates of completion
- Manage company assets and resources to ensure effective delivery of customer end services
- Act as the central point of communication, and communicate regularly and timely with both internal and external stakeholders
- Complete weekly reporting and Network Management System updates
- Proactively problem solve to ensure order fulfilment and escalate as necessary to resolve issues and maintain a high level of service.

**Qualifications and Experience**
- 3+ years in a customer service or a customer facing role.
- Naturally confident communication skills.
- A high degree of ownership and autonomy.
- High organisation skills, and a high degree of stakeholder management.
- Customer orientation and focus.
- Project management experience is desirable.
- Experience with Salesforce (desirable).
- Experience in the Telecommunications and/or Tech Industry experience (desirable).

**Key Deliverables**
- Manage orders end to end ensuring RSF dates are met
- Update key stakeholders accordingly throughout delivery
- Maintain accurate data updates within Superloop systems
- Ensure delivery is within scope
- Update the customers regularly
- Trigger escalation when necessary

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