Workflow Delivery Manager

Job Expectations
We have an exciting opportunity at nbn, as the Workflow Delivery Manager reporting to Workflow Delivery Regional Manager.
A bit about your role
nbn™ is the team behind the design, build and operation of the nbn network - one of Australia’s largest technology infrastructure projects, which will help better connect Australians with each other and the rest of the world, no matter where you live. The Unify Solution is an essential element of nbn’s overall vision to deliver better End User outcomes with improved economics. Pivotal to this vision is to effectively match the demands of nbn End Users to the best available field technician to resolve their needs.
The Workflow Delivery Manager will be accountable for leading a team of Workflow Delivery operational Optimisers and Alert Officers in executing schedule management activities across Service Simplex, Networks, Service Complex, and/or Networks Complex programs of work. This will be achieved through the effective coordination and utilisation of the IWF & SDP field workforce. This is a highly technical and tactical role requiring a high degree of workflow and scheduling operational experience. The Workflow Delivery Manager will be accountable for identifying roadblocks that impact the performance of the individuals and/or the team and resolve or escalate with stakeholders.
The Workflow Delivery Manager will play a key role in leading and implementing transformation initiatives across Workflow Delivery. This includes Control Panel Dashboards and the utilisation of Operational Playbooks, automated Scheduling & Dispatch, and alert management/ decision support capabilities. You will be responsible for providing Subject Matter Expertise to all Direct Reports and is required to have a comprehensive understanding of all process, systems, and procedures performed and utilised by Workflow and accountable for the daily performance of Workflow Delivery operations within their respective portfolio. They will be required to collaborate across Control Tower, Field Services, OCC, SDPs and other key nbn stakeholders to achieve success.
A bit about you
The successful candidate must have strong experience in performance management with an emphasis on coaching and development of the team to improve and sustain performance. This role will also require strong facilitation skills to lead daily operational stand-ups and weekly operational performance meetings with SDP senior leaders and operational leads. The role requires a comprehensive understanding of triage and correlation, work order validation, planning, scheduling, and automated dispatch functions and will need to proactively highlight risks to the business, and act where able, or escalate appropriately.
The ideal candidate will have a strong understanding of the field operational business as direct engagement and negotiation with key field stakeholders is key to building a collaborative and one team approach. They must have the ability to determine best operational and system adjustments to achieve the right balance between customer, field, and business objectives. They will need to have a good understanding of business plan objectives and the commercial aspects of running an operational business. Effective succession planning and driving cultural change initiatives will be key to a high performing and highly engaged team. Strong Communication and collaboration skills are a must.
Life at nbn
To be part of nbn is to be part of something bigger. We are the digital backbone of Australia and more. Leaders. Changemakers. Collaborators. We encourage each other to find new solutions in productive, competitive, and innovative ways—providing access to crucial tools and services for our customers, partners, communities, and the country. Together, we have created Australia’s network—a network made for more.
A more inclusive working world
nbn is committed to an inclusive, flexible, and supportive workplace where everyone can feel heard, valued, and respected. We believe diverse perspectives are the key to unlocking greater outcomes and encourage applications from people of all ages, nationalities, abilities, and cultures. We champion equal opportunities for all employees. If you have any special requests or accessibility requirements throughout the recruitment process, please advise us at the time of application (via recruitment@nbnco.com.au) and we will adjust to meet your needs.
Where to from here?
If you think this role might be for you, we want to hear from you. Please apply by following the links and sending in your resume only. We do not require a cover letter or any selection criteria to be addressed.
Take your next steps with nbn
Please note that the role will be a permanent position and applications for this role will close at midnight Monday, 29th January 2024.
Worker Type
Permanent
Time Type
Full time