There’s no other communications company in Australia that has the range of opportunities on offer like at Telstra! Today we are a company that looks to the world of tomorrow. Join Telstra and further your career in more ways than you can imagine. In this exciting journey, we are looking for a NBN High Risk Lead to join our Strategy and Business Services division of Telstra Operations.As part of the new Customer Service Management (CSM) group, this role will deliver a Service Management function within Customer Service Improvement that provides consistent engagement, governance and performance improvement capability.You will use your expertise within Customer Service Improvement team to provide a common business engagement model with Customer Facing Business Units (CFBUs) within Telstra. It comprises a range of functions, including: establishing governance forums with stakeholders across the organisation, service reviews and improvement plans, ensuring operational requirements are incorporated into the CFBU product roadmaps and business plans, and a point of escalation for systemic service issues experienced by the CFBUs.The methodologies, reports and processes developed by the team will be used as the standard across all CSM groups in collaboration with Telstra Operations groups including Networks, IT & Digital Solutions and NBN & Commercial Delivery.This is a critical role to tightly engage with the businesses across Telstra and demonstrate, and enhance the value Telstra Operations (TOps) provides.What You’ll Do
- Take reasonable care for your own safety and the safety of others, comply with and implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or procedure, and support Telstra to meet its duties under the relevant safety and environmental legislation.
- Contribute to the CSM Service Management strategy, by working with the Directors and GMs who are accountable for the individual platforms / products / services / business applications and processes and incorporating their specific requirements as well as the needs and expectations from the various stakeholders across the business.
- Provide governance and implementation of the Service Management model within CSM and across the businesses. This will include developing the service management functions within each of portfolios, which enables a common approach that provides both consistency and facilitates the production of line of business views of the functions delivered to the businesses.
- Develop, standardise and automate the production of service management reports and insights.
- Responsible for the Service Management forum(s) for the Customer Facing Business Units (CFBUs): Consumer and Small Business, Wholesale Enterprise and Premium Business.
- Build and maintain strong relationships within Telstra Operations and across CFBU to drive end to end performance improvement.
- Be a point of escalation for the businesses, regarding systemic service issues they are experiencing.
- Provide escalated expert support and insights to help address specific business / Customer issues.
- Work with the CFBUs regarding the product / business roadmaps, providing input on operational matters, as well as strategic and operational input back to the CSM Directors and General Managers to adapt their strategies and operational plans.
- Identify opportunities where CSM, and Telstra Operations as a whole, can provide value add to the CFBUs.
- Drive strong collaboration with peer operational teams to ensure BAU processes are continuously developed, improved and evolved to improve service levels for the businesses.
What You’ll Bring
- Qualification in Engineering or IT, or equivalent experience.
- Experience in working in the telecommunications operational environments.
- Experience in working in customer facing environments, delivering service management functions to Customers and partnership with business areas.
It’s no secret that we expect a lot from you. But in return you’ll be given development opportunities for career advancement, a decent salary and great rewards and benefits. You’ll be coming into an organisation that’s committed to flexibility, will be surrounded by a driven and passionate team, and will enjoy new challenges every day.A job at Telstra is like no other you’ve had. You’ll be challenged. You’ll be inspired. And you’ll be proud. Because whatever your job is here, you’ll always be part of something bigger. Come and connect with what you love and apply now!We work flexibly at Telstra. Talk to us about how this job could be flexible for you.
