Job Description

Employment Type Permanent

Closing Date 27 July 2023 11:59pm

Job Title Service Delivery Project Manager

Job Summary



With our customers at the heart of everything we do, Telstra is designing innovative solutions to deliver better ways for everyone to connect, share and thrive. And that is where our people come in \xe2\x80\x93 by collaborating to make great things happen.

The role with us

An exciting and rewarding opportunity has become available for a highly motivated individual to join our Singapore team as a Service Delivery Project Manager.

As a Service Delivery Project Manager, you demonstrate strong commitment and drive in ensuring effective service delivery to customers.

You play an important role in the onboarding of Telstra Customers in the Asia Pacific region by providing robust Project management, using industry recognised PMO programs, and building strong relationships with our customers.

Your role is pivotal to the retention and growth of customers in a defined segment as you prioritise outstanding customer advocacy and navigate an internal stakeholder landscape to deliver world class customer services.

Acting as the key interface and point of contact between Telstra and customers, you contribute to the establishment of efficient and effective operational processes and systems that accomplish goals and enhance customer satisfaction.

Key Responsibilities

This is how you bring your role to life:

Provide clear and succinct customer communication updates in relation to managing delivery of customers services, in line with Telstra values and Telstra service delivery frameworks

Ensure regular, structured, and tracked engagement with all customers, Local Loop suppliers and internal stakeholders under your delivery portfolio, outlining the progress of orders and delivery activity using the agreed business tools and templates

Where needed, develop and maintain customer facing delivery schedules, risk and issue registers and project status reports for customers under your delivery portfolio

Monitor, register and coordinate all procurement activity associated with the delivery of managed customer services onto Telstra\xe2\x80\x99s network

Where delivery challenges arise, demonstrate the ability to think quickly and maintain a methodical and calm approach to resolving the issues while under pressure

Act as a Telstra advocate to customers and a customer advocate to Telstra by representing Telstra in a positive and professional way, acting as the voice for the customer and navigating issues to ensure the right outcomes for the customer are achieved

Use sound time management skills to prioritise and manage a high work load (e.g. diverse, large to-do lists), demonstrating the ability to prioritise impact at a customer and at an individual level while ensuring attention to detail and quality

Build strong peer relationships to encourage teamwork and better achieve customer outcomes; helping your peers to provide and receive feedback with one another, enhancing yours and their professional growth

Note: You must be able and willing to support customers who are based in different time zones within the Asia Pacific region (+/- 3hrs) with flexed start/finish times and work on a Hybrid set up.

About you

Project Management Certification (CAPM, PMP, PRINCE2 or ACP) is mandatory

Proficiency with MS Office applications (Excel, Word, PowerPoint, Teams)

Demonstrate excellent communication skills (written and verbal)

Proven working experience with ordering, billing and assurance systems (Salesforce etc)

Proven ability to work as a team player within multifunctional and multidiscipline teams

Demonstrate strong analytical skills

Capacity to influence outcomes, attain results, drive issues to closure, set high standards of performance and pursue challenging goals

Bachelor\xe2\x80\x99s Degree or equivalent in Business, Project Management, or related disciplines (advantageous)

Experience in the delivery and implementation of telecommunications networks (advantageous)

Thrive, your way

Our customers rely on us for innovative ideas to solve new challenges, so you\'ll be empowered to be creative, challenge the status quo and add real value. Your work will expose you to innovative thinking, technologies, and global best practices. As we grow, you\'ll grow, and this will extend onto building your own valuable talents and skills here with us. Combined with the support of a great team, you\'ll be part of our success story here at Telstra.



We\xe2\x80\x99re 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 tel.st/thrive

Telstra