Company DescriptionSymbio is a software company revolutionizing global communication. Our platform offers a comprehensive communication stack, spanning carrier infrastructure to enterprise collaboration, serving diverse Asia-Pacific regions. Combining telecom and software expertise, we drive the evolution of modern communication.Symbio operates under the Aussie Broadband Group, a rapidly expanding technology services provider with a market capitalization exceeding $1 billion (AUD), listed on the Australian Stock Exchange (ASX: ABB).Job DescriptionWe are looking for a Senior Service Manager to join our TaaS division. The Symbio Telco-as-a-Service (TaaS) division – trading as Telcoinabox – works with Managed Service Providers, telecom, and IT companies.Reporting to the Senior Manager SDAT and Service Management with a dotted line to GM, Enablement, this role will primarily deliver a customer experience aligned with delivery, performance, maintenance, and margin growth of customers.What you'll do as a Service Manager:Manage, monitor, and report on service delivery and assurance performanceEstablish and support unplanned outage procedures including providing support during an escalation requestAct as a point of escalation for all operational matters and top-level escalation for customersOwn and manage operational support plansIdentify and manage any issues that may impact commercial performanceWork closely with the Account Manager(s) to identify any risks and opportunities to resolve with minimal or no impactMaintain integrity and currency of operational manuals and processesManage contract conclusion activities including any transition out planning to ensure minimal impact to lost productivity, costs, and disputesPartake in customer projects to improve customer experience and deliver growth opportunitiesQualificationsWhat you'll need to succeed:8 years of Telecommunications and/or IT Operational experience5 years of service management experience in an ITIL environment is idealExperience managing high priority incidents, change management and problem management activitiesExperience with SLA management and reportingExperience with number management softwareExperience completing Business Requirement StatementsUnderstanding of the development and delivery of post implementation controlsExperience in presenting to senior business managers and executive managersExperience in running effective workshopsAn understanding of Call Centre and Operational team performance metricsGood negotiating and communication skillsWhat's it like to work here?As a Symbion, you have flexibility to shape when, where and how you work. Symbions can choose to be primarily remote, primarily office-based, or a mix of both.You also have the freedom to shape your development. Every Symbion is able to design a unique and customised learning journey to build new skills and reach career goals.Plus, you'll enjoy a range of benefits including share options, generous parental leave, paid birthday leave, regular social events, social clubs, and a comfortable, fun, and diverse working environment.If this sounds like the next great step in your career, we'd love to hear from you.Apply Now!Symbio is an equal opportunity employer. All applications will be treated with the strictest confidentiality. You will need to have current work rights to work in New Zealand and be prepared to undergo relevant background checks. No recruiters please.Additional InformationLife at SymbioSymbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation, or life stage to embrace these opportunities, enabling them to develop themselves and their career.Our employee's happiness, health and wellbeing are important at Symbio. We provide all employees with flexible working options to ensure that work doesn't compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as discounted Aussie Broadband internet, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks, and technologies to power the future of global communications.
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