Service ManagerHybrid

Bring your ‘you’ to TPG Telecom, and help us build meaningful relationships and support vibrant, connected communities. We’re better and bolder together.

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

As our valued Service Manager, you will play a vital role in delivering a consistent, repeatable service experience and achieving contracted service levels for our strategic customers in the Enterprise, Government, and Wholesale segments. You’ll draw on your deep understanding of ITIL best practice, service management and leadership to manage customer escalations, drive continuous improvement, and lead strategic growth initiatives.

We are accepting applications from Sydney, Melbourne, Brisbane and Adelaide.

You'll make an impact by:

• Leading customer contract compliance and obligation management in collaboration with relevant internal stakeholders.
• Facilitating customer escalations into Service Assurance/Delivery lines of business.
• Implementing strong governance across escalations, risk, incident / problem management, service requests and execution of continual improvement.
• Partnering with TPG EGW Project Management, Delivery, and Onboarding teams to ensure all operational onboarding requirements are met and customer transition experience is seamless,
• Lead the consolidation, publication, release and presentation of monthly service level performance reporting,
• Leading post-incident reviews for major incidents and releasing reports with corrective and preventative actions.

What you’ll bring:

• ITIL Certification (V3 or V4 preferred).
• Experience with ITSM systems and tools for the management of information and knowledge.
• Tertiary qualifications in IT, Business Management, Engineering, or a related field.
• Proven relationship management skills within customer and leadership team environments.
• Ability to deal with high-pressure situations and changeable environments.
• Excellent presentation, organization, and communication skills (written and oral).

Ideally, you will also have:

• Knowledge of telecommunications and the ability to convey technical issues to business stakeholders.
• Experience leading service, project, and/or operational delivery teams and facilitating outcomes for customers.

What's in it for you?

• 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

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

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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