Senior Lead - Service Management

  • Job Number: JR-10002182
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: National Capital Region
  • Opening date: 09/10/2019 12:00 AM AEST
  • Closing date: 15/10/2019 11:59 PM AEST
  • Applications close in: 1 days time

At Telstra Enterprise, everything we do is centred on creating better ways to empower Businesses and Government to thrive in a connected world. We are passionate about helping our customers to create transformative innovation by optimising IT, securing their business, liberating their workforce and extending their reach across national and international boundaries.

Fundamental to placing our customers at the centre of our business strategy is our proactive management of customer relationships. We are committed to providing business and technology leadership in a context of deep understanding of their business strategy and technological needs. This can only happen when trusting relationships exist across the customer’s business.

POSITION OVERVIEW: 

The Senior Lead – Service Management role will lead, coach, and develop a team of service managers that will drive service improvements, enhanced customer engagement and satisfaction across assigned customers. This role will set the direction, strategy and create the culture of the customer service functions and contribute to BU strategic direction.

Your major duties will include:

  • Lead the Enterprise Customer Hub Service Management team in driving the following focus areas:
    • Service Level Management – i.e. ensure service levels are being achieved, incidents and issues are managed to resolution and contracted reporting is provided in a timely manner
    • Service Improvement – i.e. initiate design and implement collaborative service improvement initiatives for operational excellence and performance improvement
    • Trend and Problem Management – i.e. analyze performance trend and engage with problem management to ensure any chronic issue is properly reported and addressed
  • Lead the development and management of the Business Plan, Budget & Business Initiatives for the assigned business group.
  • Lead knowledge management across the business area including process and standards
  • Maintain the business area Operating/Engagement Model, updating it as new situations arise
  • Apply the principles of continuous improvement and encourage the business group to do the same
  • Facilitate the team in designing action and solutions to improve customer satisfaction

YOUR PROFILE:

  • Minimum of 8 years of experience in Service Management with customer facing service or relationship management experience, or equivalent
  • At least 12 months people management experience, track record of driving high performing teams
  • Demonstrates effective communication skills and is able to build and run strategies

A job at Telstra is like no other you've had. You'll be challenged, you’ll be inspired and you'll be proud. Because whatever your job is here, you'll always be part of something bigger.

NEXT STEP:

If you're excited about the opportunity to be part of a team, committed to delivering amazing experiences for our customers – this could be the role for you. Apply today! We have multiple roles across Enterprise & Government portfolio.

For further information about this opportunity, please review the attached Success Profile.


We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit our Telstra Careers Website: tel.st/allrolesflex

Apply Now
  • Job Number: JR-10002182
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: National Capital Region
  • Opening date: 09/10/2019 12:00 AM AEST
  • Closing date: 15/10/2019 11:59 PM AEST
  • Applications close in: 1 days time