Service Delivery Manager

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us

We're looking for a sharp operator who knows how to read the room, spot what the customer really needs, and make it happen—fast, smart, and with zero fuss.

In this role, you'll be the engine behind seamless service delivery and network performance for one of our high-profile Federal Government customers. You'll keep things compliant, but you won't just follow the playbook—you'll help write it. Whether it's refining processes or building new ones from scratch, you'll drive operational excellence, top-tier customer service, and governance that doesn't miss a beat.

If you thrive in complex environments, love solving problems before they become one, and want to work with a team that backs bold moves—this is your gig.

Willingness to undergo NV1 security vetting or any customer specific clearance as the contract requires.

Responsibilities:

• Own the customer experience by identifying needs and delivering services that hit the mark within their business context.
• Lead the charge on service delivery, managing your team on-site, resolving conflicts, and keeping operations tight and efficient.
• Spot growth opportunities—whether it's boosting revenue or cutting costs without compromising service.
• Drive continuous improvement using customer feedback to refine services and solve problems creatively.
• Be the customer's champion inside Vocus—leading incident investigations, ensuring reporting compliance, and pushing service excellence.

Skills:

• Seasoned pro with 5+ years in service delivery—bonus points for telco and government experience.
• Customer-first mindset with a proven track record of delivering standout service and driving continuous improvement.
• Strong influencer who can navigate complex stakeholder environments and negotiate like a boss.
• Tech-savvy and agile, with ITIL know-how and the ability to adapt in a fast-moving tech landscape.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave benefits, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and much more. We also offer a fifth week of annual leave when you hit five years of service
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.

With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.