Our team is looking for a seasoned professional to fill the role of Service Operations Manager.
About This Role
This critical position involves overseeing service operations, conducting root cause analysis, and collaborating with stakeholders on business-as-usual activities.
The ideal candidate will ensure seamless service delivery, minimize disruptions, and maintain high levels of stakeholder satisfaction.
We are seeking someone with proven experience in managing service domains, meeting or exceeding SLAs and KPIs, and driving service improvement initiatives.
Responsibilities
1. Manage a service domain, ensuring operational stability by designing, delivering, and operating the domain with internal development and support teams.
2. Meet or exceed nominated SLAs and KPIs; identify and drive service improvement initiatives if targets are not met.
3. Manage business stakeholder satisfaction and timely redressal of operational issues impacting them.
4. Support IT delivery teams to deliver defect-free services in compliance with operational acceptance requirements and IT change process requirements.
5. Review, assess, and approve production changes to minimize disruption to customer and business services.
6. Operational management of key suppliers to ensure contractual obligations are met or exceeded.
7. Conduct timely root cause analysis of problems and implement preventative actions to improve stability.
8. Create and manage a continual service improvement plan for the domain to optimize service performance, considering technology, vendors, and processes.
9. Participate in an on-call 24/7 roster to provide support for business escalations.
10. Govern compliance of support teams against process.
Requirements
To succeed in this role, you will need:
* Ability to champion and drive a clear strategy, liaising and obtaining stakeholder buy-in.
* Proven ability to manage process effectively, maximizing value and minimizing waste.
* Excellent interpersonal skills to influence and lead.
* Detailed knowledge of operational management in Telecommunications and IT environments and their associated support systems.
* Good working knowledge of industry best practice and methodologies, specifically ITIL.
* Understanding of Agile methodologies and ways of working.
* Strong problem-solving, multitasking, and time management skills.
* At least 5 years' experience in Telecommunications and/or IT industry working in areas of service management and operations support roles with achievements that have significantly improved service delivery throughout career.
About Us
We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. We celebrate diversity and inclusivity, and encourage ambition in everything we do, from telco solutions to customer experience, to community impact.