We are hiring an experienced Service Management Officer to join our passionate team at Singtel Group in Canberra 2600, ACT.
Growing your career as a Full Time Service Management Officer is a great opportunity to develop productive skills.
If you are strong in leadership, project management and have the right experience for the job, then apply for the position of Service Management Officer at Singtel Group today!

So, why Optus?

At Optus, we don’t sit back and let the future happen to us - we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re creating a better tomorrow for all Australians. We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

About the role:

The role of the Service Management Officer (SMO) is to be responsible for providing enhanced and dedicated customer service and support to customers managed within the Customer Delivery portfolio.

The SMO must have a sound understanding of the roles and responsibilities of all internal workgroups that contribute to customer satisfaction in order to effectively and efficiently resolve customer incidents, problems or queries. This role also requires a pro-active approach to customer management to ensure identification of issues and provision of solutions prior to customer enquiries.

Duties and responsibilities

- Manage low level incidents and service requests as they apply to Optus as a resolver
- Facilitate moves, additions, and changes within the Optus Business data, mobile,



voice product suites and Active Directory product as relevant to the client
- Management and adherence to product and service-related Service Level Agreements
- Service Catalogue management if applicable – ensure that the Service Catalogue is current, service pricing accurate and maintain its integrity
- Service Request fulfilment management - the ability to manage the queue for service request tickets, prioritise and reprioritise work order
- Provide appropriate ticket management coverage as required (24 x 7, 12 x 5 as examples)
- Liaise with 3rd party(s) to coordinate timely provision of service
- Adhere to and provide input into standard procedure documentation
- Compliance to processes
- Quality assurance/data quality
- Asset management and tracking
- Data management utilising multiple software platforms
- Knowledge Management where applicable. Ensuring that Knowledge articles contain up to date information/instruction for Service Requests
- Where required, incident queue management – the ability to manage the ticket lifecycle within the service management tool.
- Ensure incident resolution through customer and/or 3rd party liaison
- Reporting on metrics on a monthly, weekly and daily basis

Essential / must have





- Demonstrated ability to be able to fulfil customer needs and deliver real business value to corporate customers
- Previous working in an ICT outsourcing workplace with a Federal Government client
- Current Baseline (or above) Federal Government clearance
- Microsoft Excel & Word skills
- Service Management tool experience

The role requires strong relationship management and task coordination skills. The incumbent of this role also must have the ability to prioritise workload while working with the client, Optus internal, Optus subcontractors (vendors) and other service providers to the client.

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

- A competitive salary
- Discounts on products and services
- Ongoing training, mentoring and development opportunities
- Up to five days of Volunteer Leave per year
- Blended Ways of Working

We understand that flexibility means different things to different people. We're proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share. Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

Benefits of working as a Service Management Officer in Canberra 2600, ACT:

● Company offers great benefits
● Advancement opportunities
● Competitive salary

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