Service Delivery Specialist

Employment Type Permanent Closing Date 27 Sept 2024 11:59pm Job Title Service Delivery Specialist Job Summary Job Description Who We Are We're Australia's leading telecommunications and technology company. With a global presence in more than 22 countries, we have a strong global footprint.

Our purpose is to build a connected future so everyone can thrive. We're all about providing the best experience and delivering the best tech on the best network. This includes making Telstra the place you want to work.

Focus of the Role The purpose of the Service Delivery Specialist role is to be the single point of accountability managing the delivery of Telstra services Internationally and solutions for new and existing customer accounts, driving outstanding customer advocacy, excellence and profitable implementation programs to their customers under management. What We Offer Flex appeal: choose where, when and how you work Performance-related pay Access to thousands of learning programs so you can level-up Global presence across 22 countries; opportunities to work where we do business. Medical insurance coverage for you and your loved ones.

What You'll Do Telstra Enterprise - Enterprise Operations is responsible for the day-to-day operations of Telstra's enterprise business, including order fulfillment, customer support, and service delivery. As a Service Delivery Specialist, you will be expected to: Manage all customer communications related to service delivery via PMO programs, following Telstra work methods.

Ensure structured, tracked engagement with customers and stakeholders, updating them on order progress using agreed tools. Develop and maintain tracking schedules for customer orders, focusing on delivery milestones and solution deployment. Coordinate procurement activities for customer services.

Attend progress meetings with stakeholders and engage with 3rd-party suppliers and field services for troubleshooting and installation. Collaborate with the design team to order and test services, ensuring successful service handovers. Update key stakeholders on implementation progress, escalating issues with suppliers as needed.

Maintain accurate records in Telstra systems, including service details and costs. Support business operations by assisting finance, call center, and NOC teams. Participate in continuous improvement initiatives, such as digitization and cost-saving projects.

About You: To be successful in this role you must have: Strong initiative, commitment to customer service, and drive to excel.

Experience in delivering and implementing telecommunications and IT networks. Understanding of Telecom or IT-related ordering, billing, and assurance systems. Familiarity with service request management processes.

Proficiency in Telecommunications SOE or related applications. Strong PC skills, with adaptability and ability to contribute to new application designs. Proven track record in managing multiple projects with critical deadlines.

Excellent interpersonal and teamwork skills. Strong written and verbal communication, ensuring frequent updates to customers. Exceptional time management, multitasking, and delegation abilities.

Ability to perform under pressure and meet tight deadlines. Proficiency in MS Project, VISIO, and MS Office. Strong analytical skills in managing complex deliveries, identifying critical milestones, and aligning strategies with business needs.

Ability to manage multiple high-priority customer orders. Team player with experience in multifunctional teams, proactively contributing to team goals. Adherence to policies and procedures, with the ability to recommend process improvements.

Highly Desirable: Experience with Prince2, PMI, ITILv3 (or similar) methodologies. Proficient in LAN/WAN networking and routing terminologies.

Bachelor's Degree in Electronic and Communication Engineering or related technical field, or equivalent telecommunications industry experience. If you enjoy collaborating with different people and delivering amazing experiences for the customer, we want to hear from you When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and abilities because we know that diversity not only strengthens our team but also enriches our work.

We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive. We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process.