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 DescriptionThe Service Manager, role is to deliver service excellence for our CPaaS customers through the demonstration of expert relationship management (internal and external) and operational knowledge throughout the service lifecycle. You will be responsible for adhering to the Service Management framework, owning the responsibility for the operations and effective implementation of the Service Management processes and procedures to include escalation, incident resolution, communication and documentation.The Service Manager, will perform a pivotal role in differentiating the customer experience from competitor offerings in the market by working with customers to align business and systems processes with the aim of achieving optimal efficiencies across the board with a strong focus on our key and strategic customers.What you’ll do as a Service Manager:Building and maintaining solid customer relationships, understanding their needs and providing personalised service solutionsDeveloping and implementing service strategies to enhance customer experience and meet service objectivesMonitoring service metrics and analysing customer feedback to identify areas for improvement and implement corrective actionsPoint of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.Fostering a customer-centric culture within the service team, emphasising empathy, professionalism and effective problem-solvingQualificationsWhat you'll need to succeed:3 years of experience in service management or a related role, within the Telco and or IT Operations industryTertiary qualifications in a related fieldExcellent communication and interpersonal skills, with the ability to build rapport and maintain positive relationships with customers and internal stakeholdersExperience with ULL, NBN, ADSL and VoIP technologiesExperience completing Business Requirement StatementsUnderstanding of the development and delivery of post implementation controls.Experience in presenting to senior business managers and executive managers.Experience in running effective workshops.An understanding of Financial Management practicesAn understanding of Call Centre and Operational team performance metrics including Customer Experience measuresWhat's it like to work here?We strive for a healthy, inclusive, and flexible workplace. We nurture diversity, continuous learning in the latest technology and thinking. Innovative benefits include parental leave for mums and dads, remote working, and a comfortable, fun working environment with social events, prayer rooms, pool tables and fully stocked bar!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 Australia and be prepared to undergo relevant background checks. No recruiters pleaseAdditional InformationLife at Symbioymbio (ASX: SYM) is a software company changing the way the world communicates.Symbio brings together everything needed to deploy and manage modern communication services. Our platform delivers the full communication stack, from carrier infrastructure to enterprise collaboration, across multiple Asia-Pacific regions.Symbio’s products power calling and messaging for government and enterprise, software platforms, global telecoms, and much more.Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries and employs over 500 staff worldwide. Symbio was founded in Sydney in 2002 and is listed on the Australian Stock Exchange.