40 Miller St, North Sydney NSW 2060, Australia
Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for apassionateteam player whoaligns with our valuesand culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
About the role
The primary objective of this role is to serve as the service management bridge between our Federal Govt customers and Vocus, by working closely with our internal teams and external partners to deliver and sustain long‐term, mutually beneficial relationships, drive service improvement opportunities, and deliver positive customer outcomes that support long‐term customer satisfaction, retention, and strategic partnership. The role holder is expected to be the 'voice of the customer' within Vocus, championing customer needs and satisfaction at all levels of the business.
What you'll be responsible for
* Build highly effective working relationships and rapport with customers, going above and beyond their expectations to achieve mutually beneficial outcomes.
* Lead service governance, including meeting cadence, reporting preparation, action tracking, and drive continuous improvement initiatives..
* Act as the primary point of escalation for service issues and major incidents, ensuring timely communication and high-quality post-incident reporting.
* Prepare periodic service performance reports and providing actionable insights into our performance against contracted Service Levels (SLAs).
* Collaborate with internal and external stakeholders to help evolve solution offerings, strengthen program governance maintaining customer advocacy.
* Provide specialised service management-related insights to support new business initiatives and bids when required.
What you'll bring to the role
* Minimum 3–5 years working in a similar role with telecommunications experience preferred.
* ITIL V4 or any other service management certification is essential.
* Exceptional organisational and presentation skills.
* Intermediate level understanding and exposure to supporting SASE technology framework.
* Strong documentation, analytical, and reporting skills, with high attention to detail.
* Sound technical knowledge of Voice, Data Carriage, and Internet telecommunications networks.
* Proven experience working in an ITIL integrated team environment.
* Applicants need to be Australian citizens, with the ability and willingness to hold an NV1 clearance.
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
* Diverse and dynamic teams with a supportive and inclusive culture.
* Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
* Flexible hours and a hybrid working environment
* Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
* Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
* Study assistance programs to excel your personal growth, learning and development.
* Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it's personal. We're crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people's lives.
With us, you'll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia's specialist fibre and network solutions provider, we own and operate 25,000km of secure, high‐capacity fibre connecting people, businesses, governments and communities across Australia to the world. Through our well‐known retail brands we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you'd do a great job, but are worried you don't tick every box, we encourage you to back yourself – we know that diverse groups are less‐likely to apply for roles they're not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage application irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
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