Service Operations Manager

About the role

Optus is seeking a Service Operations Manager to lead its Service Centre teams in delivering exceptional customer experiences. This senior position will be based in Sydney (with a similar role in Melbourne) and offers a hybrid work model.

Key responsibilities

• Provide high‑level operational leadership, training and development to Service Centre staff.
• Foster a performance‑driven culture focused on customer satisfaction, accountability and continuous improvement.
• Ensure operational deliverables meet customer expectations and Optus policies.
• Review and optimise policies and procedures to reduce costs and improve outcomes.
• Coordinate resources across service teams for efficient alignment.
• Handle complex customer issues and oversee performance reviews and development plans.
• Participate in service review and governance forums and collaborate with senior leadership on strategic alignment.

Required profile

• Proven operational leadership experience in a customer‑focused environment.
• Background supporting enterprise customers within a Managed Service Provider or large IT services organisation.
• Strong judgment and problem‑solving skills for high‑level operational challenges.
• Ability to implement improvements based on performance data and customer feedback.
• Excellent relationship‑building skills across business units.

Required skills

• ITIL best‑practice knowledge, including Incident, Request, Problem and Knowledge Management.

What we offer

• Competitive remuneration and colleague discounts.
• Flexible hybrid work (3 days onsite, 2 days remote).
• $80 monthly credit plus 25% off Optus products.
• Extra leave, paid parental leave and wellbeing support.