Service 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 on the hunt for a customer-obsessed Service Manager to lead the charge on a high-value, multi-year contract within oengineerur Vocus Wholesale & International business.

This isn't just a delivery role—it's about owning performance, driving excellence, and being the heartbeat between our customer and our internal teams. You'll work side-by-side with our Account Associate to ensure every service touchpoint hits the mark, every time.

• End-to-end service delivery and performance across a strategic customer contract.
• Service assurance, incident and problem management, and continuous improvement.
• Building trust through proactive communication, sharp reporting, and relentless follow-through.

• A laser focus on customer experience.
• A knack for navigating complex operational environments.
• The drive to turn challenges into opportunities—and good into great.

If you thrive in fast-paced environments, love solving problems before they happen, and know how to bring teams together to deliver exceptional outcomes—this is your moment.

Responsibilities:

• Be the go-to operational contact for your customer—owning service delivery, incident management, and escalations with confidence.
• Lead the full service lifecycle: onboarding, change management, and regular service reviews that keep things sharp and on track.
• Monitor performance like a hawk—using SLA and KPI data to spot trends, drive improvements, and deliver insights that matter.
• Run monthly and quarterly service reviews, backed by clear reporting and action plans that elevate the customer experience.
• Rally internal teams (NOC, delivery, billing, engineering) to resolve issues fast, championing incident and problem management with accountability and follow-through.

Skills:

• Deep knowledge of telco services and operations—provisioning, assurance, NOC workflows, and escalation frameworks are your bread and butter.
• Sharp understanding of SLAs, KPIs, and performance metrics, with the ability to turn data into action.
• A collaborative mindset—you're confident working across technical and commercial teams to solve complex service challenges.
• Top-tier communication skills, with the ability to translate tech talk into business language for any audience.
• Hands-on experience with tools like ServiceNow, Salesforce, Power BI, or similar platforms that keep service performance humming.

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.