Manager CCM - Services Australia

Due to the requirements of the role, we are only able to consider applicants who hold full Australian Citizenship.

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

Join Optus as the Manager, Contact Centre Management (CCM) for servcing a large government agency in a pivotal leadership role responsible for driving the delivery of high‑quality Contact Centre managed services across incident management, problem management, change delivery, and continuous service improvement. As the technical operations leader for the SA‑TAC team, you’ll oversee complex escalations, lead service outcomes, uplift capability, and shape a high‑performance culture that delivers exceptional customer satisfaction and operational excellence. This is a senior role requiring strong leadership, strategic influence, and the ability to operate in a fast‑paced, high‑stakes environment while engaging with senior internal and external stakeholders.





Your day to day will consist of 

• Lead and manage the TAC team to deliver effective incident resolution, problem management, and implementation of simple and complex changes.
• Drive operational performance, ensuring service levels, contractual deliverables, and customer expectations are consistently met or exceeded.
• Manage major incidents, high‑priority escalations, and engagement with senior stakeholders across Optus and our government client
• Oversee resource planning, staff performance, capability uplift, and delivery of development and training initiatives.
• Collaborate with internal delivery groups, vendors, and partners to ensure high‑quality, end‑to‑end managed service outcomes.
• Champion continual improvement through process optimisation, automation initiatives, innovation, and best‑practice service management.
  
  
  
  
  
  What makes you perfect for the role? 

• 10+ years’ experience as a technical specialist or engineer within an ITIL‑aligned environment, plus 6+ years leading large technical teams.
• Strong understanding of ITIL processes (incident, problem, change) and proven ability to lead service operations in complex environments.
• Exceptional leadership capability with experience building, motivating, and developing high‑performing teams.
• Advanced communication, stakeholder engagement, and conflict‑resolution skills, including managing senior‑level customer escalations.
• Strong technical grounding across internetworking, collaboration technologies, cloud, and Contact Centre environments.
• Ability to analyse, prioritise, and manage competing operational demands while maintaining service quality.
• Commercial acumen with experience aligning operational outcomes to business and customer objectives.
• Desirable: Federal Government Baseline/NV1/NV2 clearance or the ability to obtain one
  
  
  
  
  

The good stuff…. | What’s in it for you? 

• 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