AddressCompany Description
Founded in 2014, and listed on the ASX since 2015, Superloop's purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop's Infrastructure-on-Demand platform.
Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop's investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop's software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs. Visit www.superloop.com to learn more.
We are seeking a dedicated and experienced Service Assurance Manager to join our team. The Service Assurance Manager will be responsible for overseeing the quality and performance of customer support services delivered to our Wholesale layer 3 and/or White label customers. The ideal candidate will have a strong background in setting up a residential service delivery operational model and supporting processes for residential customers within the telecommunication industry. The candidate should have excellent relationship management skills, ability to set up governance structures to monitor and manage service levels and a passion for driving continuous process and customer experience improvement.
Key Responsibilities
- Set up service delivery operational model and supporting processes for residential customers of our Wholesale Layer 3 or White label customers.
- Develop and maintain service level agreements (SLAs) with customers to ensure clear expectations and deliverables.
- Monitor service delivery processes to identify areas for improvement and ensure compliance with SLAs.
- Collaborate with cross-functional teams, including operations, IT, customer support, and sales, to optimize service delivery and resolve customer issues.
- Implement and maintain Service Assurance tools and systems to track performance metrics, analyse data, and generate reports.
- Proactively identify and address service issues, root causes, and trends to prevent recurrence.
- Drive continuous improvement initiatives to enhance service quality, efficiency, and customer satisfaction.
- Stay informed about industry trends, best practices, and regulatory requirements related to Service Assurance.
- Represent the company in customer meetings, presentations, and negotiations related to service delivery and assurance.
Qualifications
- 5+ years of experience in Service Assurance, service delivery, or a related field in the telecommunication industry.
- Strong understanding of service level management principles, processes, and best practices.
- Excellent leadership, communication, and interpersonal skills.
- Proven ability to lead and motivate teams to achieve goals and deliver results.
- Analytical mindset with the ability to analyse data, identify trends, and make data driven decisions
Additional Information
What can we do for you?
As we grow and evolve, we want you to as well.
We're progressive. We understand that life exists outside of work which is why we provide flexible WFH options.
We're easy-going. We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that's your thing. What matters most is that you're comfortable when you come to work.
We welcome diversity. We encourage and seek out diverse backgrounds and opinions because we know differences challenge us and help us grow.
We give back. One of the many benefits of being a Superlooper is getting free internet for your home and a free 4G mobile SIM plan just for being part of the team. Now that's a super work perk!
We win together. Everything is more fun when you're part of a team. And we have a pretty good one here at Superloop! We know that when we encourage every voice and act as a unified unit, we can achieve anything.
You have an opportunity to be part of the next exciting part of our journey. What are you waiting for?
