Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

As the Networks End-to-End Service Owner based in Macquarie Park-Sydney, you’ll be accountable for the performance and evolution of Mobile Voice and Consumer Fixed Voice services. You’ll combine technical, strategic and commercial expertise to set Network service targets, improve customer experience, manage service health and shape the roadmap for reliable and competitive voice services across Optus.

This is an opportunity to work across Networks, Product and business teams, translating complex service challenges into clear priorities and practical improvement plans that support customer outcomes, network strategy and future growth.

What You’ll Do

- Providing oversight across the end-to-end lifecycle of Network Voice services across service-dependent products, platforms and network domains, maintaining clear service maps and ownership. Providing input into network design and development, optimisation, operations, reporting, lifecycle management and retirement.
- Partner with Product Managers and stakeholders across Business and Networks to align service priorities, resolve conflicts and deliver outcomes.
- Represent customer service needs across complex network technical and commercial environments, driving timely resolution of issues and improved customer outcomes.
- Define, negotiate and manage service-level quality, reliability and customer-experience targets, ensuring performance is monitored and continually improved.
- Identify and promote Service Improvement Plans addressing service performance, customer experience, risk, resilience, cost and operational priorities.




- Lead voice service-health reviews, identifying opportunities to improve resilience, observability, operational performance and network cost efficiency.
- Support technology roadmaps and Networks annual operating planning, including service costings, investment priorities and new product development impact assessments.
- Stay current with industry trends and emerging technologies, identifying opportunities for automation and improved service performance.
- Ensure services are operationally ready, appropriately monitored and alarmed, and supported by effective processes, agreements and vendor contracts.
- Provide technical support during responses to complex incidents, major problems and changes, supporting investigations through to sustainable resolution.
- Manage service risks, technical debt, dependencies and recovery requirements, including resilience, disaster recovery and regulatory obligations.
- Communicate clearly through governance and reporting forums, maintain accurate technical documentation and share knowledge across Networks.
- Mentor colleagues and build strong relationships through a collaborative approach, with a clear sense of urgency, ownership and accountability.

What makes you perfect for the role?

- Extensive years’ experience in telecommunications, with a background in service ownership, network architecture, operations,



assurance, platform engineering or product engineering.
- Strong understanding of mobile and fixed voice services, including Triple Zero (000), VoLTE, VoNR, VoNBN, SIP, IMS, PSTN, voice interconnects, SBCs, softswitches, IP-PBXs, cloud calling platforms, voice probes and synthetic testing, voice assurance technologies, and the network, OSS/BSS and automation platforms that typically support them.
- Demonstrated capability in voice service mapping and dependency management, translating complex network and platform dependencies into clear customer and business impacts.
- Experience working across network architecture, platforms, transmission, cloud, data-centre design, implementation and operations.
- Thorough understanding of ITIL, with extensive experience working in or transforming organisations towards an ITIL environment. Knowledge of ITIL 4 principles is highly regarded.
- Experience with observability and assurance platforms, including service-impact monitoring, automated alerting, customer-impact identification and service-health reporting.
- Demonstrated ability to identify and investigate complex service-related issues and translate technical problems into clear improvement plans and actionable recommendations.
- Robust customer, vendor and stakeholder-management skills, with the ability to influence, negotiate and present to technical experts, senior leaders and executive stakeholders.
- Excellent communication, workshop-facilitation, analytical and problem-solving skills, with the ability to explain complex information in simple terms.
- A collaborative, positive and open-minded approach, with the ability to gui

📌 E Service Owner (Sydney)
🏢 Optus
📍 Sydney