Employment Type

Permanent

Closing Date

2 May 2024 11:59pm

Job Title

Service Delivery Specialist

Job Summary

Job Description

We're Australia's leading telecommunications and technology company. And 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.

Make a difference!

As part of Global Business Services, your mission will be to bring together and simplify customer services operations and internal support services. Deliver great experiences, simplify and innovate, and drive profitability across a global operating footprint.

The purpose of the Service Delivery Specialist- Global Access Delivery role is to support the delivery activities including but not limited to Local loop services globally supporting 3rd party access delivery as well as onnet and offnet producst such as VSAT. You will be accountable to managing the delivery of Telstra services for new and existing customers, driving outstanding customer advocacy, excellence and profitable implementation programs to their customers and stakeholders under management.

The Service Delivery Specialist - Global Access Delivery plays an important role in the on boarding of Telstra Customers globally by providing robust Project management, using industry recognised PMO programs, and building strong relationships with their customers and stakeholders.

Key Accountabilities:

* Responsible for the local loop, off-net service and hardware ordering, implementation and deployment globally

* Validate and clarify carrier solution before placing off-net orders to 3rd party providers

* Engage with local customer, check addresses, contact details and installation locations

* Works to drive and Coordinate installations to achieve on time delivery

* Attend progress update meetings with key stakeholders

* Responsible to engage with local customer contacts to ensure local risks/challenges as needed during the local loop implementation process

* Responsible to engage with 3rd party suppliers to deliver services and trouble shoot if required

* Responsible to engage with the carriers and customers on BMO issues

* Responsible to engage with field service for service installation, cross connect ordering and testing where required

* Responsible to engage with design team to order services to the carriers (e.g. manage Vlan IDs), service testing and handover

* Works with other fulfilment teams in the troubleshooting and final handover processes where required, to ensure successful handover of services to our customers, including raising faults with suppliers, identifying cct detail as needed in the activation process.

* Responsible to provide updates to key business stakeholders for the progress of implementation including Delivery, sales, and internal stakeholder teams.

* Where needed will lead out escalation with 3rd party supplies for any provisioning related issues

* Will work with supplier management teams to ensure supplier SLAs are met

* Responsible to update key Telstra systems and databases timely to ensure an accurate status of services under implementation, and maintain accurate information of services provided by the carriers (e.g. Circuit IDs, terms, costs, special fault reporting arrangement)

* Systems Skills - International ServiceNOW and Pheonix, AMDOCs, IDEAL

* Be part of ensuring business operations are maintained including

* support the finance teams on bill verification

* support the call center and the NOC on off-net / LL inquiries

* Maintain the list of carrier contacts and escalation channels

* Be part of continuous improvement initiatives including but not limited to digitisation, cost saving projects, and inventory audits.

* Manage 3rd party providers to provide local knowledge and support on complex ordering and vendor supply.

Qualifications:

* Initiative, commitment and drive in providing excellent customer service.

* Experience in the delivery and implementation of telecommunications and IT networks.

* An understanding of Telecommunications or IT related ordering, billing and assurance systems.

* An understanding of the processes involved in managing service requests.

* Proficient with Telecommunications SOE or related applications

* PC skills, including the ability to quickly adapt and provide input to the design of new applications.

* Proven ability to manage multiple projects to critical deadlines.

* A high level of interpersonal skills.

* A strong commitment to working in a team environment.

* Process and business writing skills.

* Must have excellent communication skills (written and verbal) to ensure updates to customers are adequate and frequent.

* Exceptional time-management, multi-tasking, and delegating skills.

* Ability to work under pressure to meet tight deadlines and commitments

* MS Project, VISIO, MS Office skills

* Proven ability to analyse complex delivery, identify critical timeframes and milestones and develop strategies to deliver inline with business capability and customer requirements.

* Proven ability to manage multiple priorities and multiple high profile customer orders

* Proven ability to work as a team player within multifunctional and multidiscipline teams, sharing knowledge, contributing proactively to achieving team goals

* Experience in Prince2 and ITILv3 (or similar) methodologies would be highly regarded.

* Profecient on enterprise and Local / Wide Area Networking ( LAN /WAN ) and routing and terminologies.

* Bachelors Degree or equivalent in Electronic and Communication Engineering or related technical engineering ,with equivalent direct working experience in the telecommunications industry.

* Manage under current policies and procedures concerning all aspects of implementation and project management, with the ability to review and recommend efficiency changes of work practices to management.

If you've got a passion to innovate, succeed as part of a great team, and looking for the next step in your career, we'd welcome you to apply!

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We're committed to building a diverse and inclusive workforce in all its forms. We encourage applicants from diverse gender, cultural and linguistic backgrounds and applicants who may be living with a disability. We also offer flexibility in all our roles, to ensure everyone can participate.

To learn more about how we support our people, including accessibility adjustments we can provide you through the recruitment process, visit www.telstra.com.au/careers/diversity-and-inclusion.