Delivery Manager

Delivery Manager – Sydney, Melbourne, Adelaide

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

We're seeking a Delivery Manager to lead end-to-end delivery of complex business and technology initiatives that enable and transform our telecommunications contact centre operations across voice, digital, and assisted service channels. This role leads cross-functional delivery teams to implement solutions spanning customer experience, workforce enablement, contact centre platforms, CRM, billing, knowledge management, digital servicing, and operational process change. Operating within a complex, matrixed environment, you'll be accountable for delivering initiatives on time, within budget, to scope while improving customer outcomes, agent experience, operational efficiency, and regulatory compliance.

Your day to day will consist of

• Lead end-to-end delivery of contact centre-related programs and projects across Business and Group IT, including technology, process, and people change
• Partner closely with Contact Centre Operations, Workforce Management, CX, Digital, and Technology teams to ensure solutions are operationally fit for purpose
• Define and manage project scope, success measures, and outcomes aligned to customer experience, agent productivity, service levels, and cost-to-serve
• Develop and manage integrated delivery plans covering technology build, business readiness, training, and operational transition
• Own financial management, vendor costs, and benefits realisation within agreed tolerances
• Establish and maintain delivery governance, risk, issue, dependency, and RAID management while managing delivery across multiple vendors and partners
• Ensure effective change management, adoption, and handover into live contact centre operations with clear, concise reporting to sponsors and senior stakeholders

What makes you perfect for the role?

• 5+ years' experience delivering complex programs or projects within telecommunications contact centres or customer operations
• Proven delivery of initiatives impacting voice and digital channels, agent tooling, or customer experience
•  Program/project delivery capability using Agile, Hybrid, and Waterfall methodologies
• Capex and/or Opex ($3M+) financial management experience · Strong stakeholder management across Operations, Technology, Digital, and external partners with proven ability to manage delivery teams in matrix environments
• Emotional intelligence with proven ability to work with people from different backgrounds, natural problem-solving inclination, and high-level presentation skills

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