ITSM Practice Lead - Problem and Knowledge Management

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

As a Practice Lead, Problem and Knowledge Management, you will lead a team of Problem and Knowledge Managers to deliver continuous business service improvement through measurable results.

What You’ll Do

• Manage resources across Optus Enterprise to fulfill service and operational agreements.
• Direct the operational status of Service Management for Enterprise clients.
• Develop and deploy initiatives to deliver high-quality and consistent service operations across support teams.
• Lead improvements in Problem and Knowledge Management following established standards.
• Manage, report, and communicate to senior leadership on the performance of ITSM- Problem & Knowledge processes.
• Identify and lead automation opportunities internally for ITSM capabilities.
• Govern and approve vendor-led automation opportunities through regular Governance forums.

What makes you perfect for the role?

• Govern inventory of problems under analysis and their current progress and status

• Strong Service Management Knowledge. ITIL Foundation Certification
• Minimum 5 years Incident and Problem Management experience. Managed Networks Services experience is desirable.
• Strong stakeholder management expertise, able to drive process improvement across a diverse and heavily matrixed organisation
• Australian Citizen, eligible for Federal Government Clearance
• Produce/coordinate Management reports and information.
• Coordinate meetings with senior/external collaborators to resolve problems.

• Effective people management with the ability to allocate and support team members to effectively meet the organisational goals, whilst maintaining a positive Customer scorecard.

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.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• 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.

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. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity