E2E Service Owner

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As the Networks End-to-End Service Owner based in Macquarie Park-Sydney, you’ll be accountable for the performance and evolution of Mobile Voice and Consumer Fixed Voice services. You’ll combine technical, strategic and commercial expertise to set Network service targets, improve customer experience, manage service health and shape the roadmap for reliable and competitive voice services across Optus.

This is an opportunity to work across Networks, Product and business teams, translating complex service challenges into clear priorities and practical improvement plans that support customer outcomes, network strategy and future growth.

What You'll Do

• Providing oversight across the end-to-end lifecycle of Network Voice services across service-dependent products, platforms and network domains, maintaining clear service maps and ownership. Providing input into network design and development, optimisation, operations, reporting, lifecycle management and retirement.
• Partner with Product Managers and stakeholders across Business and Networks to align service priorities, resolve conflicts and deliver outcomes.
• Represent customer service needs across complex network technical and commercial environments, driving timely resolution of issues and improved customer outcomes.
• Define, negotiate and manage service-level quality, reliability and customer-experience targets, ensuring performance is monitored and continually improved.
• Identify and promote Service Improvement Plans addressing service performance, customer experience, risk, resilience, cost and operational priorities.
• Lead voice service-health reviews, identifying opportunities to improve resilience, observability, operational performance and network cost efficiency.
• Support technology roadmaps and Networks annual operating planning, including service costings, investment priorities and new product development impact assessments.
• Stay current with industry trends and emerging technologies, identifying opportunities for automation and improved service performance.
• Ensure services are operationally ready, appropriately monitored and alarmed, and supported by effective processes, agreements and vendor contracts.
• Provide technical support during responses to complex incidents, major problems and changes, supporting investigations through to sustainable resolution.
• Manage service risks, technical debt, dependencies and recovery requirements, including resilience, disaster recovery and regulatory obligations.
• Communicate clearly through governance and reporting forums, maintain accurate technical documentation and share knowledge across Networks.
• Mentor colleagues and build strong relationships through a collaborative approach, with a clear sense of urgency, ownership and accountability.

What makes you perfect for the role?

• Extensive years’ experience in telecommunications, with a background in service ownership, network architecture, operations, assurance, platform engineering or product engineering.
• Strong understanding of mobile and fixed voice services, including Triple Zero (000), VoLTE, VoNR, VoNBN, SIP, IMS, PSTN, voice interconnects, SBCs, softswitches, IP-PBXs, cloud calling platforms, voice probes and synthetic testing, voice assurance technologies, and the network, OSS/BSS and automation platforms that typically support them.
• Demonstrated capability in voice service mapping and dependency management, translating complex network and platform dependencies into clear customer and business impacts.
• Experience working across network architecture, platforms, transmission, cloud, data-centre design, implementation and operations.
• Thorough understanding of ITIL, with extensive experience working in or transforming organisations towards an ITIL environment. Knowledge of ITIL 4 principles is highly regarded.
• Experience with observability and assurance platforms, including service-impact monitoring, automated alerting, customer-impact identification and service-health reporting.
• Demonstrated ability to identify and investigate complex service-related issues and translate technical problems into clear improvement plans and actionable recommendations.
• Strong customer, vendor and stakeholder-management skills, with the ability to influence, negotiate and present to technical experts, senior leaders and executive stakeholders.
• Excellent communication, workshop-facilitation, analytical and problem-solving skills, with the ability to explain complex information in simple terms.
• A collaborative, positive and open-minded approach, with the ability to guide disparate teams towards outcomes when solutions are not immediately obvious.
• Curiosity, attention to detail and a continuous-improvement mindset, with the ability to work calmly under pressure and deliver high-quality outcomes.
• Knowledge of AI applications for improving Network Services, with exposure to network or business-process automation initiatives.
• Experience operating in a highly regulated or safety-critical environment would be advantageous.

The good stuff…

• Competitive remuneration and employee discounts.
• Make life easier and more affordable with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional ‘Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6–8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences.

We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

We also want to do our best to make our recruitment process inclusive.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email accessiblerecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit Optus Diversity, Inclusion & Belonging.