Service Fulfilment and Service Delivery Optimisation Lead - Hybrid

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

Role Purpose & Environment

The service fulfilment and service delivery optimisation function is accountable for the end-to-end continuous improvement of the processes and behaviours that make up the customer’s experience during the Service fulfillment & service delivery lifecycle.It spans multiple customer segments including Business, Enterprise, Government and Wholesale across all fixed & mobile products.

The service fulfilment and service delivery optimisation lead role will support the Head of Service Delivery & Transition to consistently improve on delivery via industry and ITIL best practices

Responsibilities

• Identifying and delivering a roadmap of CX and Efficiency initiatives to improve the ‘service design, delivery and handover to “run” capability of the service delivery department
• Defining service design capability and readiness for Service Delivery of all product and capability releases to market
• Define visibility and reporting requirements and work with the relevant stakeholders to implement these initiatives to drive better accountability within the Service Fulfilment & Service Delivery teams
• Support the creation and delivery of the Service Delivery roadmap that delivers both continual improvement and large scale transformation
• Support the Senior Manager of Service Configuration & Implementation and the Manger of Service Fulfilment Delivery articulating the future platform strategy and architectural requirements for Service delivery and Transition teams

Knowledge and experience

• A strong track record in service within the B2B telecommunications or IT sectors, ideally with experience in complex products and networks
• You will be naturally curious, interested to explore and challenge processes and ways of working to identify opportunities to improve efficiency or customer experience
• A strong ability to effortlessly collaborate across teams and influence on best practices and ways of working
• A process mindset, able to think through and describe customer scenarios and workflows.
• A strong technical delivery background through prior roles, which may have included project management or technical provisioning roles
• A genuine desire and interest to make an impact

Benefits and perks

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together!

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2024CircleBackInitiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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