Manager - Service Management

We've only just begun, but what a beginning. In a once in a generation moment, we've brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.
This opportunity
We are experiencing some amazing growth in our Enterprise, Government and Wholesale team, and we are looking for a Manager - Service Management to lead our team of talented Service Managers. The Service Management team are accountable for delivering brilliant customer experiences for an assigned portfolio of strategic customers within the Enterprise, Government and Wholesale segments.
The role is accountable for leading the team to deliver a consistent, robust Service Management framework and playbook. A significant part of the role will be designing and embedding a new operating model to ensure service level adherence, manage escalations and drive a continuous improvement culture across service managed accounts.
This role is seeking a strong customer advocate and structured leader with the ability to inspire and communicate with confidence on account governance, business improvement, process enhancement and customer strategic impact to a range of senior stakeholders.
Responsibilities

• Lead a high performing, highly engaged team through coaching, developing and growing individuals within the group with clear accountabilities, processes and feedback.
• Encourage and foster an environment of continuous improvement, learning and constantly seeking a better way.
• Actively participate and contribute to the development of the Service Management capability as an integral component of the wider strategic service model. As part of this, you'll own and define a set of Service Management processes.
• Drive consistency in processes across the portfolio of managed customers to ensure robust management and achievement of SLAs, contract obligations and improvement plans.
• Drive strong Governance in the form of, but not be solely limited to:
• Develop and maintain ITIL “Good Practice” across allocated portfolio
• Drive and measure Continuous Service Improvement for customers
• Maintain all operational documentation including service playbooks ensuring strong governance over core activity
• Creation, completion and distribution of accurate and timely reports which convey the status and effectiveness of services, customer experience and SLA compliance
• Drive a strong pragmatic approach to incident and event management (24/7), particularly under pressure. Lead the customer focus in all restorative and resolution activities in a collaborative manner - and drive any improvements
• Responsible as the primary escalation point to address Service Management issues with the customer (both internal and external)

Knowledge and experience

• Proven relationship management skills within customer and senior leadership team environments over several years
• Ability to deal with high pressure situations and changeable environments, flexibility, resilient and tenacious with a propensity to persevere
• Proven leadership in the delivery of end-to-end service solutions, ideally in a telecommunications or MSP environment.
• Must be able to demonstrate good team leadership in a large matrix management environment with proven leadership skills
• Builds outstanding relationships with customers and peers alike/ forward looking with a “what's next” mindset.
• A track record in making things better - such as business improvement, running projects or improving processes.
• Emotional resilience, including the ability to work effectively and efficiently under pressure in a 24 / 7 environment
• An ability to effectively report to high level management customer and operational updates using a wide variety of tools (Word, Excel, Powerpoint, Sharepoint etc.)

Benefits and perks

• Flexible hybrid way of working (from home and office)
• 'Stay Connected Mobile' - Access to a free mobile plan
• 'Stay Connected NBN' - Access to a free NBN 100 plan
• 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together!
Don't meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!
We're all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn't align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.
Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.
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