Service Delivery Manager

  • Job Number: JR-10021121
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Bengaluru or Karnataka
  • Opening date: 31/07/2020 12:00 AM AEST
  • Closing date: 27/08/2020 11:59 PM AEST
  • Applications close in: 20 days time

At Telstra, we believe the more connected people are, the more opportunities they have. That's why we help create a brilliant connected future for everyone, everyday.

Who we are?

Telstra is Australia's leading telecommunications and technology company with a rich heritage that’s been built over 100 years. From our humble beginnings in the Postmaster General’s Office to the global business we are today our people have been at the forefront of technology innovation. More recently, we have the largest Internet of Things network in Australia and are leading the way in 5G. And this is just the beginning of what we’re hoping to achieve together. We offer a full range of services and compete in all telecommunications markets throughout Australia and are the most well-known brand in technology and communications industry.

We have operations in more than 20 countries, including in India where we’ve opened an Innovation and Capability Centre (ICC) in Bangalore, and have a presence in Pune and Hyderabad. In India, we’ve set out to build a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’re combining innovation, automation and technology to solve the world’s biggest technological challenges in areas such as Internet of Things (IoT), 5G, Artificial Intelligence (AI), Machine Learning, and more.

Our Global Business Services (GBS) function brings together and radically simplifies customer service operations and internal support services. GBS will drive a consistent approach to customer experience, efficiency and service levels.

About the role:

As a Service Delivery Manager, you will manage and effectively lead a group of technical staff to ensure the successful operations of the Mass Market Operations business based within several Industry Partners in India. Achieve agreed customer service delivery and business targets for all associated Fixed wireline and Mobility support functions.

You will:

  • Enable the continued evolution of our business model to streamline our Operations in India.
  • Lead a small but potent team in the ICC that will be accountable for the service delivery performance of our Industry Partners in India for Fixed Wireline and Mobile Activations.
  • Build effective relationships with your peers and all stakeholders and the development of the Mass Market operations team in the Innovation Capability Centre as we realign and optimise our service delivery footprint.

To be successful to the role, you’ll

  • Guide and support our Industry Partners to achieve SLA performance, customer experience expectations and quality standards within budget.
  • Build highly effective relationships with your peers and all stakeholders and the development of the team
  • Maintain the business area Operating / Engagement Model, updating it as new situations arise
  • Accountable for the implementation of new processes & procedures. This may include a small scale, fully operational, implementation of a new process - to learn how to bring the change into complete readiness

Key responsibilities are:

  • Customer satisfaction - episode Net Promoter Service metrics corporate
  • Service Delivery - operational performance at corporate level (e.g. Priority Assistance, Customer Right First Time) and at Industry Partner function level Service Level Agreements (e.g. in process metrics cycle times including Quality control)
  • Financial - managing performance within budget

Qualifications:

  • 15 years of relevant experience in Leading diverse teams
  • Relevant tertiary qualifications (e.g. business, commercial, management, procurement) coupled with 5 to 10 years demonstrated experience (i.e. considered a specialist in field), experience in working in a complex, corss functional company and International BPO highly desirable.
  • Experience in driving operational improvement programs across third- party service providers, especially in India.
  • Experience delivering significant cost savings over the life of Partner contracts
  • Experience engaging and influencing senior stakeholders, both internal and external, to achieve business objectives
  • Commercial management experience and contribution to solving complex problems.
  • Proven ability to contribute to and inform strategy development within area of expertise
  • Strong Stakeholder Management Skills

Here you’ll have the opportunity to work with some of the best minds in the industry, people who are passionate about Telstra and technology, and who work together to achieve great things.

Not only will you be rewarded with a competitive salary package, but there are a range of lifestyle products and services that you can access, including options to purchase additional leave, volunteer leave and the list goes on.

Sounds like you?

A career with us will give you a platform to shape tomorrow through technology. For you, that means helping us to push the boundaries of what’s possible today, and in the future. It also gives you the opportunity to empower millions helping businesses grow, evolve and reach their potential.

At Telstra, you can thrive, your way. We foster new ideas, we embrace different ways of working and thinking, and we believe an inclusive and diverse team will lead us to innovate for the future.

​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: http://tel.st/allrolesflex

Apply Now
  • Job Number: JR-10021121
  • Employment Type: Permanent Full Time
  • Location: INTERNATIONAL: Bengaluru or Karnataka
  • Opening date: 31/07/2020 12:00 AM AEST
  • Closing date: 27/08/2020 11:59 PM AEST
  • Applications close in: 20 days time