Operations Service Owner

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

We’re looking for an Operations Service Owner to join our Network Operations team, where you’ll be accountable for the end-to-end performance, quality and continuous improvement of assigned services. You’ll help ensure services meet agreed performance measures, deliver strong customer outcomes and support reliable, efficient network operations.

This is a high-impact role spanning service lifecycle management, incident, problem and change management, governance, customer experience optimisation and operational improvement. You’ll work closely with Network Operations, Engineering, IT, business units and external partners, influencing stakeholders at all levels to improve service reliability, reduce operational risk and deliver service excellence.

What You’ll Do

• Own the full lifecycle of assigned services, from initiation and operational readiness through to continuous improvement and retirement, ensuring alignment with business objectives, service levels and performance metrics.
• Lead ITIL Service Management activities, including major incident support, failed change reviews, corrective and preventative actions, escalated fault resolution and post-incident improvement programs.
• Champion customer experience during service disruptions and planned changes through proactive communication, recovery strategies, network embargo coordination and strong engagement with Customer Facing teams.
• Act as the key interface for Network Operations, Engineering, IT, Optus business units and external vendors, managing technical escalations, service-level agreements and cross-functional delivery across Agile, Waterfall and hybrid environments.
• Maintain robust governance and compliance across service operations, including ITIL4 process adherence, regulatory requirements, audit readiness, process documentation, knowledge management and stakeholder education.
• Provide performance reporting and actionable insights on process performance and continuous improvement opportunities to support senior management decision-making.

What makes you perfect for the role?

• Extensive experience in telecommunications or network operations, including at least three years in service management, major incident management or a similar operational leadership role.
• A relevant degree in Engineering, Telecommunications, Science or a related discipline, or equivalent professional experience.
• Strong knowledge of incident, problem and change management, service continuity, operational governance and service management frameworks such as ITIL.
• Demonstrated ability to influence senior stakeholders, lead virtual teams across diverse functions and manage relationships with technical teams, business units and external vendors.
• Customer-focused communication style, with the ability to communicate clearly and empathetically during complex or high-pressure situations.
• Structured analytical and problem-solving capability, with experience using approaches such as Six Sigma, 5 Whys or Fishbone Analysis to identify root causes and drive sustainable improvements.
• Technical understanding of telecommunications and IT environments, with a strong focus on service reliability, operational efficiency and continuous improvement.

The good stuff…

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences.

We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.

We also want to do our best to make our recruitment process inclusive.

If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email accessiblerecruitment@optus.com.au or call 1800 309 170.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity