Telco Service Delivery

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

Service Delivery & Assurance Manager (9-month Fixed Term contract)

About the Role

This role ensures that services are seamlessly delivered to the customers of SPC & AGL. This includes being involved with project teams, resolving reliability issues, monitoring progress, and tracking key performance indicators.

The Service Delivery & Assurance Manager plays a vital role in boosting the user experience by ensuring the smooth delivery of services that meet and exceed customer demands.

The role’s key focus is to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of customer service in an effective and cost-efficient manner. The Service Delivery & Assurance Manager embraces both administrative and technical roles.

What you’ll be doing:
- Key accountabilities of this role include leading the service delivery team, including people management, coaching and development, leading personnel management, including staff recruitment, performance assessment, training, and mentoring- Building strong relationships with teams and stakeholders to enable effective discussion between departments- Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently- Continually develop best practices for people performing, provide constructive ongoing coaching to continually improve the customer’s experience- Actively monitor, review and report on trends or issues in the service delivery chain, and proactively identify customers that require immediate or proactive intervention by specialists.- Provide weekly reporting to Product Operations Manager on agreed performance metrics, including insights to complement metric reporting- Providing accurate and regular reports to the management on the performance of the service delivery- Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary- Ensuring that systems, procedures, and methodologies are in place to support service delivery- Continually review the operating processes of the team to find efficiencies or opportunities for CX improvements- Collaborating with technical design teams to set standards for platform and system integration

About You

What you’ll bring to the table:
- Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.- Focuses and guides self and team members in accomplishing work objectives.- Interacts with others in a way that gives them confidence in one’s intentions and those of the organisation.- Makes customers and their needs a primary focus of one’s actions, developing and sustaining productive customer relationships.- Establishes proper courses of action to ensure that KPI’s are achieved.- Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.- Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed- Proficiency in leading both physical and virtual teams- Solid resource planning and problem-solving skills- Readiness to demonstrate a proactive attitude- Excellent verbal and written communication skills

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
Job Family Group:
Call Centre