Head of Managed Services

About the Company

At Telstra Broadcast Services, we enable broadcast, media, sports, and entertainment companies to deliver thousands of hours of live sports, news and entertainment to billions of fans and viewers around the world. Supported by our international field services, special events teams, and worldwide broadcast operations centres, our dedicated team of media industry professionals provides global connectivity and innovative managed media solutions to hundreds of customers globally. Join a team who's passionate about their work and better because of our people

About the Role

We are currently seeking a full-time permanent Head of Managed Services.

In the Head of Managed Services position you will be in a business-critical role that ensures the seamless execution of our playout operations, workflows, support and maintenance across the business. In the position you will be responsible for the following:

• Lead playout and content operations, including workflows, demand and capacity management and scheduling for operations, incident, and problem management, change request / release management and knowledge management in addition to providing strong leadership and direction during periods of service outages.
• Lead first and second line technical support, including equipment maintenance and upgrades, working with technology team and other TBS teams, locally and internationally, to ensure strong and effective support for operations.
• Promote a strong and pervasive culture of quality customer service and continuous improvement in the department, delivering exceptional experiences for our customers, their viewers and fans.
• Enable a culture of excellence and collaboration.
• Ensure successful delivery of services and SLAs, and leading regular performance reviews with clients.
• Build strong and enduring relationships with Clients and all levels.
• Develop a strong and clear understanding of current and future customer requirements and opportunities to optimise and improve local and end-to-end services and / or processes, and to define and evaluate service performance outcomes.
• Accountable for the departmental budget - planning, spend within budget and forecasting.
• Effective and efficient scheduling of staff, including recruitment.
• Develop recruitment and training plans, recognise talent, develop team capability, and undertake succession planning, providing timely, constructive, and objective feedback to staff.
• Any other ad hoc duties as required.

About You

The ideal applicant will possess:

• Demonstrable leadership and management skills.
• Well-developed organisational and problem-solving skills.
• Ability to build relationships with internal and external stakeholders.
• Experience of managing large budgets.
• Effective time management skills.
• Ability to engage, inspire and influence people.
• Experience of defining and leading change and service development and improvement
• Commercially focused.
• Tenacity and goal orientated.

Benefits

• TBS Additional Day of Leave to be taken each year for all permanent employees.
• TBS promotes an inclusive and diverse culture with inclusivity at all levels, ensuring that employees from different backgrounds feel valued and respected.
• TBS offers ongoing opportunities for professional growth and development, helping employees advance their careers.
• TBS encourages creativity and innovation, allowing employees to explore new ideas and contribute to the organisation's success

Apply Now

Where a candidate feels that they may not meet the experience requirements as set out in this role specification, they should call these out in their application. TBS is committed to ensuring that those who have an interest in this role receive appropriate training to enable them to develop and be fully effective in this role.

Applicants will need to have full working rights within Australia.  We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability.

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