Service Design Lead

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
The Service Management function is accountable for the end-to-end 'in-life' service experience once service delivery is completed and is a key driver of customer experience. It spans multiple customer segments including Business, Enterprise, Government and Wholesale across all fixed & mobile products.
The Service Design Lead role will support the Head of Service Management to consistently deliver an excellent customer experience and build industry and ITIL best practices and capabilities.
The scope of the role includes:

• Identifying and delivering a roadmap of CX and Efficiency initiatives to improve the 'run' capability
• Driving a culture aligned to industry ITIL best practices and aligned service capabilities
• Defining and supporting the delivery of Future Platform Strategy and requirements
• Defining operational readiness for Service Management for all product and capability release to market

Responsibilities

• Support the creation and delivery of the Service Management roadmap that delivers both continual improvement and large scale transformation
• Support the evolving design of the Service Model for proactively managed customer networks: (SD-WAN), Mobile Private Networks (MPN), Internet of Things solutions (IoT)
• Support the Head of Service Management to articulate the Future Platform Strategy and architectural requirements for Service Management
• Ensure ITIL best practices are incorporated into organisational design and appropriate best practice frameworks and methodologies are embedded and followed within the teams
• Develop key, collaborative relationships with internal technology architecture teams and external Platform & Capability providers
• Develop and manage the Go To Market Operational Readiness Framework for Service Management teams to minimse change impact and maximise CX and UX

Knowledge and experience

• A strong track record in service within the B2B telecommunications or IT sectors, ideally with experience in complex products and networks
• You will be naturally curious, interested to explore and challenge processes and ways of working to identify opportunities to improve efficiency or customer experience
• A strong ability to effortlessly collaborate across teams and influence on best practices and ways of working
• A process mindset, able to think through and describe customer scenarios and workflows.
• A strong technical background through prior roles, which may have included service management, faults or engineering.
• A genuine desire and interest to make an impact
• The ability to deal with a fast pace and often intense work environment, while remaining calm, composed and optimistic.

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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