Job Description
What You'll Do
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Own the full lifecycle of assigned services, from initiation and operational readiness through to continuous improvement and retirement, ensuring alignment with business objectives, service levels and performance metrics.
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Lead ITIL Service Management activities, including major incident support, failed change reviews, corrective and preventative actions, escalated fault resolution and post-incident improvement programs.
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Champion customer experience during service disruptions and planned changes through proactive communication, recovery strategies, network embargo coordination and strong engagement with Customer Facing teams.
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Act as the key interface for Network Operations, Engineering, IT, Optus business units and external vendors, managing technical escalations, service-level agreements and cross-functional delivery across Agile, Waterfall and hybrid environments.
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Maintain robust governance and compliance across service operations, including ITIL4 process adherence, regulatory requirements, audit readiness, process documentation, knowledge management and stakeholder education.
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Provide performance reporting and actionable insights on process performance and continuous improvement opportunities to support senior management decision-making.
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What makes you perfect for the role?
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Extensive experience in telecommunications or network operations, including at least three years in service management, major incident management or a similar operational leadership role.
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A relevant degree in Engineering,
Telecommunications,
Science or a related discipline, or equivalent professional experience.
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Strong knowledge of incident,



problem and change management, service continuity, operational governance and service management frameworks such as ITIL.
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Demonstrated ability to influence senior stakeholders, lead virtual teams across diverse functions and manage relationships with technical teams, business units and external vendors.
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Customer-focused communication style, with the ability to communicate clearly and empathetically during complex or high-pressure situations.
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Structured analytical and problem‐solving capability, with experience using approaches such as Six Sigma, 5 Whys or Fishbone Analysis to identify root causes and drive sustainable improvements.
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Technical understanding of telecommunications and IT environments, with a strong focus on service reliability, operational efficiency and continuous improvement.
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The good stuff
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Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
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Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
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Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on‐site childcare centre.
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Competitive leave policies,



including additional 'Connected' days to focus on culture, family, health, community, or whatever's important to you.
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We support growing families with inclusive, carer‐neutral paid Parental Leave of up to 16 weeks.
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Direct your own development and build future‐ready skills with Optus U's industry‐focused micro‐credentials, developed with La Trobe and Macquarie Universities.
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Build meaningful connections through employee‐led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
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Put your wellbeing first with free access to counselling and support services, 24/7 — in‐person, by phone, SMS, or video.
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Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.
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At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences.
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We are committed to ensuring that our application process provides an equal employment chance to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
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We also want to do our best to make our recruitment process inclusive.
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If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email
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or call ************.
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#J-*****-Ljbffr

📌 Operations Service Owner (Sydney)
🏢 Optus
📍 Sydney