Technical Services
vor 4 Stunden
Employment Type: Permanent
Closing Date: 23 Jan 2025 11:59pm
Job Title: Technical Services - Senior Individual Contributor Job Summary As a Technical Services – Senior Lead, you use your strong people skills, business experience, and extensive technical expertise in Telstra solutions and technology to lead a skilled team of technical specialists.
You lead and support your team to ensure the successful operation of your business area's services to our customers.
The work you do underpins Telstra's competitive advantage and ability to provide a superior customer experience.
You are a recognised subject matter expert, collaborative partner, and trusted advisor by our employees, partners, and customers.
Connect with Telstra We're all about helping our customers connect faster, better, and smarter.
And that's where you come in, to help us realise our purpose to build a connected future so everyone can thrive.
An excellent opportunity has become available for a highly motivated and passionate Senior Technical Services Lead to join the Global Networks & Technology's Incident Management Team.
This is a permanent full-time role based in Melbourne.
Make a Difference As part of Global Networks & Technology, you will manage our world-class network covering Australia and connecting businesses globally.
Work with leading technology and change the way we do IT to meet our critical business needs.
Your work will expose you to innovative thinking, technologies, and global best practice.
As we grow, you'll grow, and this will extend onto building your own valuable talents and skills here with us.
You will lead the build-out of the process, systems, and automation of the new Telstra International NOC team, leveraging your expertise in Telstra solutions and technology.
Your role is crucial in ensuring the successful implementation and operation of services, enhancing Telstra's competitive edge and customer experience.
The Opportunity As a Technical Services - Senior Lead, you will ensure successful outcomes for customers and the business in developing products, solutions, and bespoke sales opportunities/pre-sales business cases (SBCs) across all countries where Telstra operates.
You will be accountable for seeking out and capitalising on opportunities for continuous improvement within both the immediate GBS EWS Business Operations organisation and the broader Telstra environment.
You will achieve operational excellence by leading Telstra's incident, problem, and change management practices to meet demanding SLAs.
Key Responsibilities: Deliver products, solutions, and SBC innovations through collaboration with stakeholders. Identify opportunities for new and emerging product/solution/SBC designs, delivery methodologies, and user experiences to create competitive differentiation, growth, cost savings, and service improvements. End-to-end accountability for the integration strategy, realisation, and operation. Drive governance within service creation, project, Constructor Engagement Forum (CEF), Go to Market (GTM), and vendor forums. Single point of ownership for all operational acceptance of integration points in projects. Influence stakeholders to achieve better outcomes for customers, products, operational teams, and the business overall. Pre-empt and effectively mitigate risks/issues, driving resolution in a timely fashion. Develop operational business impact statements (OBIS)/sales business cases and find efficiencies while maintaining customer advocacy. Provide clear, simple, relevant, and consistent documentation. Collaborate with product, customer, process, and system owners to evolve integration strategies and promote the value of the team. Track the effectiveness of the 'end state' design to highlight optimisation opportunities and lessons learnt. Key Skills/Technical Expertise: Capable and experienced in incident, problem, and change management practices. Experience and/or qualifications supporting high-profile customers. Ability to coach people on technologies to uplift skills. Experience in leading technical operations in a 24x7 environment. Experience in BPM (Six Sigma, Lean, KT). Proven ability to lead change with people and create an environment safe for learning and feedback. Strong customer relationship management and stakeholder skills. Strong experience in people leadership. Experience with Next Generation OSS and automation tools. Relevant experience and detailed knowledge of Service Level Management processes in a large organisation (e.g., ITIL/agile/dev ops). Desirable Skills Ability to coach people in Business Process Management (BPM). Telecom, IT & Commercial/Leadership skills gained through relevant formal qualifications (e.g., a degree or on-the-job experience). Experience leading agile teams. Customer and stakeholder management. Qualifications/Experience: Experience working in a 24x7 Incident Management environment. Strong customer relationship management and stakeholder skills. Demonstrated ability to lead and drive to an outcome. What We Offer: Flex appeal: choose where, when, and how you work. Performance-related pay. Access to thousands of learning programs to level up your skills. Purchased annual leave scheme. Additional Telstra day off. 30% off Telstra products and services. Toolkit provided (laptop + mobile phone + plan paid for). If you are looking to take the next step in your career, we want to hear from you
When you join our team, you will become part of a welcoming and inclusive community where everyone is respected, valued, and celebrated.
We actively seek individuals from various backgrounds, ethnicities, genders, and abilities because we know that diversity strengthens our team and enriches our work.
We have zero tolerance for harassment of any kind and prioritise creating a workplace culture where everyone is safe and can thrive.
When you apply, you can share your pronouns and/or any reasonable adjustments needed to take part equitably during the recruitment process.
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