Senior Service Manager

4 days ago

Melbourne, Victoria, Australia Symbio Full time $120,000 - $180,000 per year
Company Description

Symbio is a software company changing the way the world communicates.

Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.

Symbio is part of the Aussie Broadband Group - a fast-growing telecommunications services provider. Listed on the Australian Stock Exchange (ASX: ABB), the Group collectively supplies more than 1 million services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.

Job Description

We are seeking an experienced Senior Service Manager to lead service excellence and drive an exceptional customer experience. This role is critical in supporting service delivery, operational performance, maintenance, and margin growth, while ensuring our customers receive best-in-class support throughout the entire service lifecycle.

The Senior Service Manager will be responsible for building and maintaining strong relationships with key Wholesale customers, ensuring their business and system processes align seamlessly with our service capabilities. You will act as a trusted partner to our clients, providing proactive and strategic insights that optimise efficiency, reduce friction, and continually add value to their accounts.

A key component of this position is differentiating the customer experience from competitor offerings by demonstrating deep operational expertise, exceptional communication, and a strong customer-first mindset.

Qualifications

To succeed in this role, you will need:

  • 8 years of Telecommunications and/or IT operational experience
  • 5 years of service management experience in an ITIL/ITSM environment, including incident, change, and problem management
  • Experience in operational service design within a Telco/IT environment, including ITSM tools, SLA management, and post-implementation controls
  • Deep experience in NBN service management and related operational processes
  • Proven ability to prepare Business Requirement Statements and implement process improvements
  • Strong stakeholder engagement skills, including presenting to senior business managers and executives, and facilitating effective workshops
  • Understanding of call centre and operational team performance metrics, including customer experience measures
Additional Information

Life at Symbio

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee's happiness, health and wellbeing is important at Symbio.  We provide all employees with flexible working options to ensure that work doesn't compromise life outside Symbio and also supports their wellbeing.  We regularly enhance our employee benefits such as discounted Aussie Broadband internet, up to 26 weeks paid parental leave including super contributions for primary and secondary carers and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks and technologies to power the future of global communications.

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