Operations Service Lead

Job Summary

Who We Are

Telstra is Australia’s leading telecommunications and technology company spanning over a century with a footprint in over 20+ countries. In India, we’re building a platform for innovative delivery and engagement that will strengthen our position as an industry leader. We’ve grown quickly since our inception in 2019, now with offices in Pune, Hyderabad and Bangalore.

What We Offer

Performance-related pay
Access to thousands of learning programs so you can level-up Global presence across 22 countries; opportunities to work where we do business.

Up to 26 weeks maternity leave provided to the birth mother with benefits for all child births

Employees are entitled to 12 paid holidays per calendar year

Eligible employees are entitled to 12 days of paid sick / casual leave per calendar year

Receive insurance benefits such as medical, accidental and life insurances

What You’ll Do

• Lead and coordinate daily operational activities across global service delivery teams.
• Monitor operational performance, service reliability, and customer experience against agreed KPIs and SLAs.
• Ensure operational issues are identified, escalated, and resolved in a timely manner.
• Oversee operational readiness for new services, products, and customer deliveries.
• Drive service excellence through proactive monitoring and continuous service improvement initiatives.
• Develop and implement operational procedures, standards, and best practices.
• Ensure operational processes remain aligned with business objectives and customer requirements.
• Support incident, problem, change, and risk management processes
  Identify opportunities to improve workflows, automation, efficiency, and service outcomes.
• Lead initiatives that enhance operational capabilities and reduce operational risk.
• Analyse operational data and trends to support business decision-making.
• Implement scalable processes that support business growth.
• Develop strong relationships with key customers and internal stakeholders.
• Support customer reviews and service governance activities.
• Act as an operational escalation point for critical customer issues.
  Ensure customer requirements are understood and incorporated into operational processes.

About You

• 8+ Experience in operations management, service delivery, managed services, telecommunications, broadcast operations, or technology services.
• Strong experience in leading customer-facing operational teams.
  Skilled in service recovery, customer escalation management, and operational prioritisation.
• Proven ability to drive process improvement, workflow optimisation, and operational excellence.
• Experience in operational risk assessment, mitigation, governance, and compliance.
• Strong capability in service performance management and continuous improvement.
• Experience managing suppliers, vendors, and outsourced service providers.
• Good financial awareness, including budgeting, forecasting, cost management, and expenditure control.
• Bachelor’s degree in Business, Operations, Engineering, Telecommunications, Broadcast Technology, or a related discipline.
MBA, ITIL, PMP, PRINCE2, Agile, or equivalent certifications are desirable.

If you want to be surrounded by top talent at a company that gives back to the community, apply now!

As part of your application with Telstra, you may receive communications from us on +61 440 135 548 (for job applications in Australia) and +1 (623) 400-7726 (for job applications in the Philippines and India).

When you join our team, you become part of a welcoming and inclusive community where everyone is respected, valued and celebrated. We actively seek individuals from various backgrounds, ethnicities, genders and disabilities because we know that diversity not only strengthens our team but also enriches our work. We have zero tolerance for harassment of any kind, and we prioritise creating a workplace culture where everyone is safe and can thrive.

As part of the hiring process, all identified candidates will undergo a background check, and the results will play a role in the final decision regarding your application.

We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process. We work flexibly at Telstra. Talk to us about what flexibility means to you. When you apply, you can share your pronouns and / or any reasonable adjustments needed to take part equitably during the recruitment process. Adjustment requests and accessibility support can be arranged using the contact details below.

We are aware of current limitations with our website accessibility and are working towards improving this. Should you experience any issues accessing information or the application form, and require this in an alternate format, please contact our Talent Acquisition team on DisabilityandAccessibility@team.telstra.com or via the additional contact options found at www.telstra.com.au/careers/diversity-equity-and-inclusion/disability-employment
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