Head of Service Assurance

Recruiter
Macquarie Telecom Group
Location
Sydney, New South Wales, Australia
Salary
Competitive salary
Posted
26 Oct 2020
Closes
28 Oct 2020
Ref
1511
Job role
Finance director
Experience level
Director
There's something special about working for Macquarie Telecom. We're not the biggest in the industry, where you're just a number. We're not tiny enough that you've never heard of us. We're in that sweet spot where we're strong enough to punch above our weight. And we definitely do! We make a difference and we're #SoUnTelco in everything we do.

If you want to make a difference, then this is the place for you!

The role

Right now we have a rare opportunity for an inspiring leader to join our Service Assurance team at Macquarie Telecom where you can truly make a difference. As the Head of Service Assurance, you will drive our 'Customer of the Future' transformation program, taking our Service Assurance team to new heights.

You love
  • A great NPS score
  • Being better, not the same
  • People. Whether they're your customer, team or colleagues, you can't get enough of them!


You will
  • Develop and execute transformation plans to refresh our customer service and employee value proposition
  • Work with internal teams to ensure service level agreements/obligations are followed through
  • Provide strong leadership when facing major customer issues to drive resolution, maintain customer confidence, and deliver a great customer experience
  • Build capability, facilitate staff learning and development and ensure high levels of staff satisfaction


You must
  • Be a customer-centric and motivated leader who is driven to make a difference
  • Have been involved in leading and implementing transformation programs for Service Assurance assurance functions
  • Be a strong system thinker and have ideally deployed ServiceNow
  • Know the nitty gritty details of how IT infrastructure and Managed Services works
  • Be used to a competitive vendor environment and can build credibility with customers quickly
  • Be able to problem solve any escalated customer incidents and provide guidance to the team for a quick resolution


Are you one of the movers and shakers ready to join the Telco world ? Let's chat.

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