Delivery Manager

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

Were seeking a Delivery Manager to lead end-to-end delivery of complex business and technology initiatives that enable and transform our telecommunications contact centre operations across voice digital and assisted service channels. This role leads cross-functional delivery teams to implement solutions spanning customer experience workforce enablement contact centre platforms CRM billing knowledge management digital servicing and operational process change. Operating within a complex matrixed environment youll be accountable for delivering initiatives on time within budget to scope while improving customer outcomes agent experience operational efficiency and regulatory compliance.

Your day to day will consist of

• Leading the end-to-end delivery of contact centre-related programs and projects across Business and Group IT including technology process and people change
• Partnering closely with Contact Centre Operations Workforce Management CX Digital and Technology teams to ensure solutions are operationally fit for purpose
• Defining and managing project scope success measures and outcomes aligned to customer experience agent productivity service levels and cost-to-serve
• Developing and managing integrated delivery plans covering technology build business readiness training and operational transition
• Owning financial management vendor costs and benefits realisation within agreed tolerances
• Establishing and maintaining delivery governance risk issue dependency and RAID management while managing delivery across multiple vendors and partners
• Ensuring effective change management adoption and handover into live contact centre operations with clear concise reporting to sponsors and senior stakeholders

What makes you perfect for the role

• 5 years experience delivering complex programs or projects within telecommunications contact centres or customer operations
• Proven delivery of initiatives impacting voice and digital channels agent tooling or customer experience
• Program/project delivery capability using Agile Hybrid and Waterfall methodologies
• Capex and/or Opex ($3M) financial management experience Strong stakeholder management across Operations Technology Digital and external partners with proven ability to manage delivery teams in matrix environments
• Emotional intelligence with proven ability to work with people from different backgrounds natural problem-solving inclination and high-level presentation skills

Whats in it for you

• 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 whatevers important to you.
• We support growing families with inclusive carer-neutral paid Parental Leave of up to 16 weeks.
• 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.

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 or call. Were here to help. When you contact us please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity Inclusion & Belonging at Optus please visit Experience:

Manager