Reporting directly to the CEO, this newly created leadership role offers the opportunity to lead a team of six customer service and service delivery professionals while driving systems optimisation, process improvement and business transformation within a growing telecommunications and technology provider supporting clients across healthcare, warehousing and engineering sectors.

About the Role

You'll lead day-to-day customer service and service delivery operations while playing a key role in business improvement initiatives. This is a hands-on position where you'll coach the team, manage escalations, improve processes and drive successful adoption of new systems and automation.

Key Focus Areas:

• Lead and develop a team of 6 customer service/service delivery staff
• Oversee customer service operations, ticket management and service performance
• Finalise the transition from NetSuite to Autotask
• Drive systems optimisation, automation and AI initiatives
• Implement KPIs, reporting and accountability frameworks
• Improve workflows, processes and team capability
• Support operational projects and business growth initiatives

About You:

• Experience leading customer service, service delivery or operations teams
• Strong background in systems optimisation and process improvement
• Experience managing change and driving performance improvements
• Hands-on leadership style with a proactive approach
• Telecommunications experience highly regarded
• Exposure to Autotask, NetSuite, MSP, telecommunications or ICT environments highly regarded

What's on Offer?

• $110-135k + Super
• Direct access to and mentorship from the CEO
• Opportunity to shape systems, processes and team performance
• Growing telecommunications and technology business
• Onsite parking and some WFH flexibility
• This role is ideal for a hands-on leader who enjoys developing people, improving systems and delivering measurable business outcomes.