Manager Service Operations
Core
Lead Service Centre teams to deliver customer service and ensure operational excellence for Optus network users.
Role type
Manager, Service Operations
Builds
Reliable, resilient customer service experiences for people, businesses, and communities
Domain
Telecommunications / Managed Networks Services
Required skills
operational leadership, ITIL best practices, incident/request/problem/knowledge management, performance data analysis, process improvement, resource coordination, complex issue resolution
Preferred skills
experience with Enterprise customers, MSP or large IT services organization background, relationship building, culture of innovation
Responsibilities
Provide high-level operational leadership and training to Service Centre teams; Foster a high performance culture focused on customer satisfaction; Review and improve policies and procedures; Coordinate resources for efficient use; Conduct performance reviews and development plans; Handle customer concerns and complex issue resolutions; Participate in service review and operational governance forums
Seniority
Manager, hands-on leadership