Service Delivery Team Leader About the Role
We are seeking an experienced Service Delivery Team Leader to lead a high-performing Service Delivery and Provisioning team within a growing telecommunications and technology services environment.
This is a hands-on leadership role where you'll maintain your own service delivery portfolio while providing day-to-day leadership, workload management, coaching, escalation support, and continuous improvement across the team.
The successful candidate will be passionate about customer outcomes, operational excellence, and developing team capability while ensuring services are delivered on time and to a high standard.
Key Responsibilities
Service Delivery & Operations
Take ownership of customer orders from verification through to successful delivery
Coordinate the provisioning of services with external suppliers and partner
Manage end-to-end delivery of customer solutions, installations and rollout
Monitor service delivery progress and proactively address risks and delay
Ensure high standards of accuracy, compliance, and documentation throughout the orderlifecycle
Maintain accurate records within CRM and ticketing platforms
Communicate regularly with customers regarding delivery milestones and expectations
Manage customer enquiries, tickets and service requests
Team Leadership
Lead, mentor and develop Service Delivery and Provisioning team members
Allocate workloads based on priorities, resource availability, complexity and skillsets
Monitor team performance against service levels, quality standards and delivery targets
Provide ongoing coaching, feedback and support to drive capability uplift
Foster a positive, accountable and customer-focused team culture
Act as the primary escalation point for complex service delivery issues and customerconcerns
Support onboarding,



training and development of new team members
Continuous Improvement
Identify opportunities to improve operational processes, workflows and customer outcome
Develop and maintain training materials, process documentation and knowledge resources
Partner with internal stakeholders to drive efficiency and service improvements
Contribute to standardisation and best practice across service delivery operations
Key Performance Indicators
Service level agreement (SLA) adherence
On-time service delivery performance
Ticket response and resolution times
Customer satisfaction outcomes
Revenue activation success
Order quality and accuracy
Escalation management effectiveness
Team productivity and workload distribution
Coaching and employee development outcomes
Process improvement initiatives delivered
About You
To be successful in this role, you will bring:
Previous experience leading or mentoring a Service Delivery, Provisioning, Customer Operations or Service Desk team
Strong telecommunications, technology services, managed services or ISP industry experience
Proven ability to manage competing priorities in a fast-paced workplace
Excellent stakeholder management and customer communication skills
Experience managing escalations and driving successful customer outcomes
Strong organisational skills and attention to detail
Experience using CRM, ticketing and workflow management systems
A continuous improvement mindset with the ability to identify and implement operational efficiencies
What's on Offer
Leadership opportunity within a growing organisation
Supportive and collaborative team workplace
Opportunity to influence operational excellence and process improvement
Long-term career growth and development opportunities
Flexible and dynamic work environment
#J-*****-Ljbffr

📌 Service Delivery Team Lead - Telco (Melbourne)
🏢 Morgan Consulting
📍 Melbourne