Service Delivery Team Leader

About Us 

We’re growing, not slowing, here at Macquarie Technology Group because we’re passionate about doing things differently. There’s something special about working for Macquarie Telecom. We’re not the biggest in the industry, where you’re just a number. We’re not tiny enough that you’ve never heard of us. We’re in that sweet spot where we’re strong enough to punch above our weight. And we definitely do! We make a difference and we’re #SoUnTelco in everything we do. 

If you want to make a difference, then this is the place for you! 

The Opportunity 

To lead a high performing Service Delivery team focused on the implementation of telecommunication solutions to Macquarie Telecom’s customers and enable our business to commence the billing of the associated revenue

The Portfolio Manager has end-to-end accountability for all service delivery functions (core functions include Project Management and Implementation Engineering) within their portfolio to implement their orders with the highest quality standards as well as in a timely fashion, ultimately to create positive outcomes for our customers

• Lead and manage the team to deliver business outcomes required for the portfolio
• You will be accountable for your teams’ adherence to our Net Promoter Score scheme ensuring that we strive to delight our customers
• Work with the Macquarie Telecom’s Leadership Team to manage, change, assess/mitigate risks and assist in defining the strategy of the business unit
• Reporting and management of SLA’s, NPS tracking, and vendor carrier management
• Escalation management - working with Service Delivery Management team, direct reports, key stakeholders and customers to understand customer impact and prioritise accordingly

• Tertiary qualifications in a relevant technical field preferred (Telecommunications)
• Team leadership experience or experience being the lead on projects across Service Delivery
• Project Management experience across Telecommunications
• Experience resolving customer escalations and maintaining relationships
• Drive and passion for exceptional customer experience
• The ability to motivate, mentor and engage your team

• You’d be joining a company that has the highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards. 
• You’ll get to make an impact: Enjoy being part of a driven team with a collaborative culture that values your input and ideas 
• We Invest in you: Accelerate your career through our learning & development opportunities - think Gallup strengths-based training, defined career pathways & fantastic internal mobility opportunities across the group!