Head Of Service Management Critical Communications

Head of Service Management Critical Communications
Homebush NSW 2140, Australia
Posted Sunday 15 June 2025 at 2:00 pm | Expires Sunday 6 July 2025 at 1:59 pm
WHO WE ARE
At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.
Our critical communications team actively protect our sites and keep services on air. We work alongside authorities, to operate the NSW Government Radio Network and provide life-line communications to NSW Telco Authority emergency service providers who manage public safety.
We are incredibly proud by the commitment, hard work and leadership our people show every day. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.
During times of crisis, such as bushfire or cyclone season, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.
LET'S EXPLORE THE ROLE
The purpose of this role is to both lead BAU effort from the team, as well as drive transformative change to optimise processes and customer engagement and ultimately deliver on the new customer contract. You will lead customer advocacy within Critical Comms, providing effective leadership and overall management responsibility for ITIL Service Management functional areas supporting the NSW Public Safety Network. Key to this role is to ensure continual development of the Critical Comms process, procedures and management tools working under an ethos of continuous service improvement and delivering excellent customer experience. Due to security around this role, five days in the office is a requirement.
Key Responsibilities:
To contribute to the setting of strategic goals, priorities and KPI's of the Critical Comms Team, working closely with the Critical Comms Management Team and other business units.
To support the Head of Critical Communications in management of the Critical Communications Profit Centre to maximise revenue, margin and maintain budget, within the boundaries of delegated authority.
To work closely with the Head of Critical Comms to support greater integration into the broader business where possible.
Be responsible for leading activity and focus in BAI Critical Communications to deliver on customer outcomes and exceed customer expectations
Own the Customer Relationship – working closely with the Customer Service Manager to ensure that the team continues to understand the needs of the customer and establishes relationships with potential new customers and User Agencies
To represent the Business at various internal and external Boards and meetings in accordance with the Critical Communications Governance framework
To be accountable for the resolution of Customer complaints, ensuring the protection of the brand and credibility of BAI.
Achieve and maintain high level of customer satisfaction that protects existing business and builds new growth opportunities
Work closely with the Head of Critical Comms and the Customer Service Manager to develop relationships with the customer base at senior and executive level
Develop partnerships and relationships across the Telco Authority and PSN User community demonstrating depth of understanding of customer's needs and challenges
LET'S HEAR ABOUT YOU
Appropriate tertiary qualifications desirable – these could include relevant qualifications in Business, Telecommunications and/or Engineering.
ITIL qualification where possible with proficient ITIL Service Delivery knowledge
Minimum 5 years' experience of Customer Relationship management in a complex, service provision or business to business environment.
Telecommunications technical experience will be well-regarded
Exemplary leadership experience in developing and managing relationships across all levels of a client organisation
Expert planning and customer service management skills, including knowledge of and experience with CSM tools and techniques
Advanced problem solving and solution development skills
Solid financial/budget management skills
Forward-thinking decision making, influencing and team leadership skills
Strong knowledge and experience of Public Safety communications technology knowledge
Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment
Due to security around this role, you will be able to commit to five days in the office is a requirement.
BENEFITS & CULTURE
At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA+ community.
We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.
Some of the reasons you should consider working with us include:

• Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.

• A 2022 - 2023 Gender Pay Gap of 3.7% (median total remuneration)

• A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.

• Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.

• A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks

• Rewarding high performance through a Performance Recognition Scheme and peer recognition program

• Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet

• We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the employee compensation is just a great by-product
BAI Communications is a workplace where everyone can feel a sense of inclusion and belonging. If we can better support you to overcome any barriers during the selection process, including adjustments to the recruitment process or an alternative application pathway please contact recruitment (at) baicommunications.com.
Want to learn more? Hit apply now
#OneBAIteam #CustomerFirst #DriveGrowth #Adapt&Learn #LI-BAI #Hiring #baipeople
Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners, Thank you.
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