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Service Architect, Networks

Date: 07-May-2021

Location: Canberra, Australia

Company: Singtel Group

Join a company dedicated to your career development and where you can simply be yourself at work!


So, Why Optus?

We see ourselves leading Australia in outstanding customer experience. In striving to achieve this, five core values guide us. These are: customer service, our challenger spirit, teamwork, integrity and personal excellence.


We've put a lot of investment behind innovation and would love to work with people who provide ideas that differentiate, disrupt and deliver amazing services for our customers.


About the role:

This senior client facing role is responsible for providing high quality service design and architecture leadership, and maintaining the architectural integrity of Optus systems and services for one of the Federal Govt. Client account service bundles:

  • Networks and Hosting
  • Unified Communications
  • Contact Centre and Mobiles.


Please note: This role requires you to work closely with the Federal Govt. Client and hence would require the candidate to be an Australian Citizen with an eligibility to achieve Baseline Security Clearance



  • Technical Engagement with the Customer (maintaining healthy relationships with key customer staff)
  • Developing and presenting Reports and Presentations to the customer
  • Lead Optus input into the Client Architecture forums for their service bundle as the client’s trusted advisor
  • Use IT4IT and ITIL concepts to design the end-to-end service elements alongside the technical solution based on client requirements including Service Configuration Items (CIs)
  • Service Architecture: Use TOGAF (or similar) frameworks to architect technical elements of services delivered to the client.
  • Working with Solution Owners to gather Stakeholder Requirements, then managing requirements from a business and architecture perspective
  • Oversight of changes significantly impacting technical architecture and service architectures
  • Providing oversight of Technical Leads on large/complex projects and course-correct as and when required
  • Architectural assurance including reviewing Solution Proposals for technical validity and completeness)
  • Continual Service Improvements with a view to provide a better client experience when consuming the service while introducing efficiencies for delivering the service.
  • Drive efficiency improvements by identifying and leading automation initiatives.




Experience required:

  • Australian Citizenship and a degree in IT or Engineering
  • Minimum 10 years’ technical experience in at least one of the following environments
    • Networks and Hosting
    • Unified Communications
    • Contact Centre applications and infrastructure, and also mobile services
  • Experience in designing technical solutions and providing a technical advice and expertise to support, identify and maintain architectural integrity of a system
  • Experience in designing services and products with support processes bedded in tools and providing advice on service management for these products
  • Expertise in leading the delivery of diverse technical services
  • Key customer relationship experiences with accountability for technical outcomes.
  • Knowledge of quality and design methodologies, processes and controls
  • Business maturity, rapport, credibility and dependability dealing with senior customer management
  • A solid understanding of ITIL principles