Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

This role is responsible for end-to-end Service Fulfillment for Optus Business, ICT, and Uecomm customers, leading the Service Requests (MACs) function and ensuring strong SLA performance, delivery efficiency, and service excellence across internal and outsourced teams. It provides leadership to Squad Leaders and oversight of more than 100 onshore and offshore fulfilment staff and third-party vendors, while driving operational performance, process improvement, and transformational initiatives.

Your day to day will consist of

• Lead end-to-end service fulfilment operations, ensuring delivery capacity, resource coverage, service quality, and achievement of SLA and performance targets.
• Manage internal stakeholders, customers, vendors, and third-party partners to deliver a seamless customer experience and drive high customer satisfaction, NPS, and VOC outcomes.
• Provide operational leadership for Fulfilment Squads, including escalation management, performance reporting, complaint resolution, and continuous reduction of SLA breaches, rework, and escalations.
• Ensure compliance with ITIL, ISO 20000, ISO 27000, PCI DSS, and other regulatory and certification requirements, maintaining audit readiness and operational governance.
• Lead, coach, and develop teams through performance management, employee engagement, succession planning, training, recruitment, and career development initiatives.
• Drive a high-performance culture focused on accountability, recognition, collaboration, and achieving key people metrics such as engagement, retention, compliance training, and development plans.
• Champion continual improvement through process optimisation, automation, knowledge management, risk reduction, documentation governance, cost efficiencies, and operational resilience.

What makes you perfect for the role

• Extensive leadership experience, with at least 5 years in technical specialist/engineering roles within an ITIL environment and 5+ years managing large operational teams.
• Relevant qualifications, including ITIL Foundation certification and tertiary studies in Business, Information Technology, or equivalent practical experience.
• Proven success leading outsourced, offshore, and leveraged service delivery environments, with strong operational and resource management capabilities.
• Strong leadership, coaching, communication, and stakeholder management skills, with the ability to motivate teams and build credibility with customers and partners.
• Deep understanding of ITIL service management processes, including incident, request, and change management, supported by strong conflict resolution and decision-making skills.
• Excellent analytical, problem-solving, commercial, and organisational skills, with the ability to prioritise workloads, manage competing demands, and deliver results under pressure.
• Strong technical and business systems knowledge, including internetworking and unified communications technologies, Microsoft Office, reporting and database principles, and business information management methodologies.

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity