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Senior Service Desk Manager

Senior Service Desk Manager

SingtelSydney, Australia
30+ days ago
Job description

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

The Senior Service Desk Manager is a pivotal leadership role in Customer Service, dedicated to delivering an exceptional assurance experience to both Australian and International service providers for a portfolio of Carrier Grade telecommunication products. This role demands a high level of technical expertise, service management, and people management skills, all honed through extensive experience in telecommunications (or service desk) operations and management.

The day to day

  • Provide an excellent client experience – industry leading.
  • Achieve global standard targets via robust strategy & technology available in the current industry.
  • Manage escalations on behalf of customers during and outside of business hours.
  • Support a wide range of carrier-grade products.
  • Lead operational projects and continuous improvement initiatives to drive operational excellence for services delivered to the customer.
  • Deliver ongoing improvements in key operational metrics for the customers including repeat incidents, financial penalties, and mean time to restore.
  • Effectively manage risks and issues for the customer’s services.
  • Establish and maintain strong customer engagement and relationships with key internal collaborators and clients.
  • Provide strong leadership including mentoring and coaching to staff and key stakeholders within the matrix organisation supporting the customer.

Why you are our next Senior Service Desk Manager

  • Strong technical knowledge and highly developed communication and presentation skills.
  • Be available 24 by 7 as required for customers and management for the resolution of major issues.
  • Solid understanding of Service provider and Global telecommunication standards.
  • Ability to manage a team of approximately 14 people with diverse skills & responsibilities.
  • Solid ability to identify and lead key Service Improvement Programs, Problem Management initiatives, and engage in transformation programs to drive improvement to the service provided.
  • Ability to collaborate with senior partners at CEO / CTO / CIO level including influencing and presenting.

    • What’s in it for you?

  • 3 days in the office, 2 days remote – with flexible hours to suit!
  • Inclusive paid parental leave, up to 14 weeks for the primary care giver
  • All Optus people have access to resources, webinars and support via the ‘Parents at Work portal’
  • Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn a MBA micro-credential via OptusU (University)
  • Connect at work through one of our colleague-led volunteer groups : Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans and Yarn Network
  • Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office
  • Two easy travel options to Sydney Campus : Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon!

    • Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes!