Senior Service Manager

2 weeks ago

Auckland City, New Zealand Symbio Full time

**Company Description**
Symbio 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).

We are looking for a Senior Service Manager to join our TaaS division. The Symbio Telco-as-a-Service (TaaS) division - trading as Telcoinabox - works with Managed Service Providers, telecom, and IT companies.

Reporting to the Senior Manager SDAT and Service Management with a dotted line to GM, Enablement, this role will primarily deliver a customer experience aligned with delivery, performance, maintenance, and margin growth of customers.

**What you'll do as a Service Manager**:

- Manage, monitor, and report on service delivery and assurance performance
- Establish and support unplanned outage procedures including providing support during an escalation request
- Act as a point of escalation for all operational matters and top-level escalation for customers
- Own and manage operational support plans
- Identify and manage any issues that may impact commercial performance
- Work closely with the Account Manager(s) to identify any risks and opportunities to resolve with mínimal or no impact
- Maintain integrity and currency of operational manuals and processes
- Manage contract conclusion activities including any transition out planning to ensure mínimal impact to lost productivity, costs, and disputes
- Partake in customer projects to improve customer experience and deliver growth opportunities

**Qualifications** What you'll need to succeed**:

- 8 years of Telecommunications and/or IT Operational experience
- 5 years of service management experience in an ITIL environment is ideal
- Experience managing high priority incidents, change management and problem management activities
- Experience with SLA management and reporting
- Experience with number management software
- Experience completing Business Requirement Statements
- Understanding 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 Call Centre and Operational team performance metrics
- Good negotiating and communication skills

**What's it like to work here?**

As a Symbion, you have flexibility to shape when, where and how you work. Symbions can choose to be primarily remote, primarily office-based, or a mix of both.

You also have the freedom to shape your development. Every Symbion is able to design a unique and customised learning journey to build new skills and reach career goals.

Plus, you’ll enjoy a range of benefits including share options, generous parental leave, paid birthday leave, regular social events, social clubs, and a comfortable, fun, and diverse working environment.

If this sounds like the next great step in your career, we'd love to hear from you.

**Additional Information** Life at Symbio**

Symbio is committed to a strong culture that is diverse and inclusive and we encourage our employees to bring their whole self to work.

We ensure our employees have equal access to a range of learning and development opportunities, and encourage everyone, regardless of gender, ethnicity, disability, sexual orientation, or life stage to embrace these opportunities, enabling them to develop themselves and their career.

Our employee’s happiness, health and wellbeing are important at Symbio. We provide all employees with flexible working options to ensure that work doesn’t compromise life outside Symbio and also supports their wellbeing. We regularly enhance our employee benefits such as discounted Aussie Broadband internet, paid birthday leave, up to 12 weeks paid parental leave for both parents as the primary carer, reward and recognition programs and social clubs.

At Symbio, our diverse backgrounds and unique experiences allow us to continue to innovate and create the brands, networks, and technologies to power the future of global communications.

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