Reporting directly to the CEO, this newly created leadership role offers the opportunity 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.

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