Service Manager Voice & Data

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

About the role

As our Service Delivery Provisioning Manager, you’ll lead the end-to-end delivery and activation of complex telecommunications services for enterprise, wholesale and consumer customers. You’ll manage a team of approximately 10 Network Engineers and oversee the full order-to-activation lifecycle across a broad portfolio of voice, data and connectivity products, including enterprise internet, private networks, Ethernet, SD-WAN, optical transport, SIP trunking, inbound voice and nbn-based access services.

This is a high-impact leadership role focused on improving delivery quality, speed and consistency. You’ll shape operational strategy, govern outsourced delivery partners, strengthen processes and knowledge management, and champion automation across a changing network portfolio, including the evolution towards NaaS and SASE convergence.

What You’ll Do

• Lead service delivery provisioning operations across the Optus product catalogue, ensuring SLA commitments, order-to-activation targets and quality standards are achieved.
• Lead, coach and performance-manage a team of Network Engineers, building capability, workforce capacity and a cross-skilled engineering team.
• Govern outsourced delivery partners through clear quality standards, vendor KPIs, knowledge transfer and process discipline.
• Act as the escalation authority for complex or business-critical provisioning issues, removing blockers and driving timely resolution.
• Establish and monitor performance across cycle time, first-time-right, backlog, rework, SLA compliance and vendor quality, communicating trends, risks and remediation plans to senior leaders.
• Partner with Product, Sales, Solutions Architecture, Network Operations, Service Assurance and IT platform owners to support product readiness, service handover, fault resolution, operational acceptance and new product onboarding.
• Identify recurring issues and automation opportunities, guiding workflow, tooling, scripting and continuous-improvement initiatives across the provisioning function.

• Prepare the team for new ways of working by building capability, supporting change adoption and embedding new technologies, tools and delivery practices into day-to-day operations.

What makes you perfect for the role?

• 8+ years’ experience in telecommunications, including at least 3 years leading network engineering, service delivery or provisioning teams in a carrier, managed service provider or vendor environment.
• Proven experience owning service delivery provisioning operations at scale across voice and data services, ideally within a Tier 1 or Tier 2 operator, with external carrier or vendor experience highly regarded.
• Strong knowledge of enterprise connectivity and voice services, including Internet, IPVPN, Ethernet WAN, SD-WAN, DWDM transport, SIP trunking, cloud-based voice and OTT voice models.
• Sound understanding of the complete order-to-activation lifecycle, OSS/BSS and order management platforms, ITSM tools, network fundamentals and service handover. Experience with platforms such as ServiceNow, Netcracker, Blue Planet or Siebel is advantageous.
• Demonstrated capability in outsourced partner management, product readiness, BRT/UAT, operational acceptance, process governance and root-cause resolution.
• Strong people leadership, stakeholder engagement and analytical skills, with the confidence to influence engineering, product, sales and senior stakeholders at Director level and above. Automation and scripting literacy, particularly Python, is preferred.
• A Bachelor of Engineering in Telecommunications, Electronics or IT, or equivalent industry experience. CCNA/CCNP, ITIL Foundation or PMP qualifications are desirable.

The good stuff…

• Competitive remuneration and exclusive access to unique discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and special shopping discounts with our retail and corporate partners.
• Competitive leave policies, including additional ‘Connected day’ 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 14 weeks.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Yarn First Nations, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, available 24/7 across multiple channels.

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 https://www.optus.com.au/about/inclusion-diversity.