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Technical Delivery Manager

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As a Technical Delivery Manager and working for Optus Business (OB), you will provide senior operational advice, support and technical expertise in the design, development, implementation, maintenance and operational assurance on behalf of a key public-sector client.


Your role primarily delivers a technical service management BAU function aligned with the delivery, performance, maintenance and growth of the client portfolio and is also required to work closely with Pre-sales stakeholders focusing on the design and supportability elements of in scope solution architecture.


Importantly, you will have regular interaction at intermediate and senior levels within the customers environment and be expected to represent Optus at all applicable client facing meetings and forums.


The role will require strong knowledge of ITIL methodology and will involve the use of Incident, Change and Problem Management techniques to drive technical resolver groups in the resolution, root cause analysis, corrective and preventive actions to ensure that performance levels are exceeded. You will be required to lead a virtual team of contact centre, database and pre-production engineers to support development, operation and maintenance of the client's infrastructure and application based contact centre and hosting services.


About you ...


  • Tertiary qualifications in Engineering or Information Technology and significant experience working in the Telecommunications and/or IT Industry in an Operational Management function;
  • Demonstrated ability to manage Technical Customer Delivery outcomes including Incident & Problem Management, IT Service Continuity, Capacity & Availability Management, Change & Configuration Management;
  • High level of understanding of Telephony and Contact Centre Technology suites such as Cisco, Genesys, Verint and Nuance at an operational management support level;
  • Ability to manage and maintain relationships with clients at Senior and Operational management levels;
  • Comprehensive knowledge of current and emerging technologies and technical services relevant to Contact Centre and Hosting environments;
  • Advanced interpersonal and communication skills together with advanced IT literacy;
  • Demonstrated ability to work with other ICT specialists and fostering a strong team spirit within a group;
  • Strong service orientated skill set and able to quickly gain credibility at Senior and Operational levels of management; &
  • ITIL V3 Foundation certification or demonstrated knowledge of ITIL (100% essential).


*** This role involves work for the Australian Government and will potentially have access to classified information/resources. As such, a security clearance is required and therefore it is a requirement that the successful candidate be an Australian Citizen.***


This is a brilliant opportunity to join a growing and reputable OB team in Canberra. If this sounds like you, please apply in confidence via the online link.  

Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Date Posted
Canberra, ACT
Job Type
Full Time, Permanent
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