Reporting directly to the CEO, this newly created leadership role offers the prospect to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.

Key Focus Areas:

- Lead and develop a team of 6 customer service/service delivery staff

- Oversee customer service operations, ticket management and service performance

- Finalise the transition from NetSuite to Autotask

- Drive systems optimisation, automation and AI initiatives

- Implement KPIs, reporting and accountability frameworks

- Improve workflows,



processes and team capability

- Support operational projects and business growth initiatives

About You:

- Experience leading customer service, service delivery or operations teams

- Strong background in systems optimisation and process improvement

- Experience managing change and driving performance improvements

- Hands-on leadership style with a proactive approach

- Telecommunications experience highly regarded

- Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What's on Offer?

- $110-135k + Super

- Direct access to and mentorship from the CEO

- Opportunity to shape systems, processes and team performance

- Growing telecommunications and technology business

- Onsite parking and some WFH flexibility

This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.

📌 Customer Service Manager (Mulgrave)
🏢 People2People
📍 Mulgrave