Service Owner

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.

**Role Purpose & Environment**

The** Service Owner** is accountable for the management of incidents, successful root cause analysis and all business-as-usual stakeholder engagement, including (but not limited to) periodic updates regarding the service operations execution, continual service improvement initiatives and business escalations.

The Service Owner is responsible for ensuring the needs of business stakeholders are met to the highest practical degree, minimising the impact of planned work and incidents accordingly. As a result, the Service Owner is a key role for IT Operations and will be the primary point of contact for any IT 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 development and support teams. The extended team also encompasses the relevant business stakeholders.
- Ensure nominated SLA's and KPI's are met or exceeded and if not, identify and drive service improvement initiatives
- Managing business stakeholder satisfaction and timely redressal of any operational issues impacting
- Supporting the IT delivery teams to deliver defect-free IT services in compliance with the operational acceptance non-functional requirements and IT change process requirements
- Review, assessment & approval of production changes to ensure mínimal disruption to customer and business services
- Operational management of key suppliers to ensure contractual obligations are met or exceeded
- Ensure timely root cause analysis of problems and implement preventative actions to improve stability
- Create and manage a continual service improvement plan for the domain to optimise service performance. Consider technology (systems and architecture), vendors and processes. This plan will be central to a periodic update to the Technology Operations leadership team.
- Participate in an on-call 24/7 roster to provide support for business escalations
- Governing compliance of support teams against process
- Ensure that our internal and external teams adhere to the process and that measures or success are well defined to be able to drive improvement in process delivery as required.

**Knowledge & Experience Requirements**
- 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 Agile methodologies and ways of working.
- Strong problem solving, multitasking and time management skills.
- At least 5 years’ 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 (work 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 solutions to customer experience, to community impact. You will have real opportunities to take charge and take control.

If you think the power of people and collaboration can make a meaningful difference in the world, then APPLY NOW to help us build a better future.

Bolder and better together

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