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Technical Delivery Manager

Date: 16-Sep-2022

Location: ACT, Australia

Company: Singtel Group


About the role


The Unified Communications Technical Delivery Manager (TDM) role provides operational advice, support and technical expertise in the design, development, implementation, maintenance and operational assurance of our clients Unified Communications (UC) environment.

The role primarily delivers a BAU function aligned with the delivery, performance, maintenance and growth of our clients UC solution. The position is also required to work closely with pre-sales focusing on the design and supportability elements of in scope UC architecture.

The TDM role will have regular interaction at intermediate and senior levels within our clients customer environment and be expected to represent Optus at all applicable client facing meetings and forums.


The role operates under the Optus Home Affairs Managed Network Services (MNS) Contract and is accountable for technical delivery management of the following UC environments:


  • National VOIP Solution (Cisco)
  • Standalone PABXs at a small number of regional locations (NEC)
  • Voice Carriage
  • National Video Conference Solution (Polycom)
  • Integration of Voice and Video with the Department-managed Skype Solution


The role will require knowledge of ITIL methodology. This will involve the use of Incident, Change and Problem Management techniques to drive technical resolver groups in the resolution, root cause analysis, corrective and preventive actions to ensure that UC performance levels are exceeded.


Key Accountabilities


  • Definition of new CI types (in conjunction with Architect and SACM teams)
  • Adherence to architectural system numbering/terminology with Chief Architect guidance
  • Analysis and remediation of exceptions identified by SACM audit
  • Assist with the definition of new CI types at an architectural and project level with SACM and project team
  • Maintain UC Services Datasheet
  • Drive Incident Resolution within Service Levels
  • Implement relevant Post Incident Reviews (PIR) learnings


Education level, knowledge and work/industry experience


  • Minimum of 5 years working in the Telecommunications and/or IT Industry in an Operational Management and Support Role
  • Minimum of 2 years supporting voice and/or video conference solutions


Demonstrated ability to manage Technical Customer Delivery outcomes including:

  • Incident Management
  • IT Service Continuity
  • Capacity Management
  • Availability Management
  • Change Management
  • Configuration Management
  • Problem Management



Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Blended Ways of Working


We understand that flexibility means different things to different people. We're proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share. Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.