Client Transformation And Operations Manager

Job Description

Select how often (in days) to receive an alert: Client Transformation And Operations Manager At Optus, we don’t sit back and wait for the future to happen; we are out there crafting our own path through new technology, innovation, and investment. We are truly a challenger brand, with challenger spirit. The Client Transformation and Operations Manager drives customer and employee experience excellence and continuous improvement within the EB Delivery business, with a particular focus on ServiceNow. This role involves engaging multiple levels of the business, including senior and executive stakeholders, to find opportunities, align solutions with business priorities, and implement impactful initiatives. With a strong emphasis on governance, operational alignment, and process improvement, the Client Transformation and Operations Manager ensures the successful delivery of key outcomes for both the business and enterprise clients. Effective stakeholder engagement and leadership are crucial to driving transformation and optimizing service delivery. Your day in the life of a Client Transformation and Operations Manager at Optus Facilitate forums, track actions, and ensure decisions are implemented effectively. Build and maintain positive relationships with internal stakeholders to ensure alignment with business priorities. Identify and implement initiatives to improve customer and employee experience, using insights from feedback and satisfaction metrics. Optimize ServiceNow to improve efficiency and platform performance. Develop and maintain clear process documentation to support compliance and operational improvements. Lead and drive improvement projects, ensuring timely and successful delivery within scope and budget. Skills and requirements Relevant qualification or demonstrated experience in client delivery, CX, or operational management. Experience with ISO standards and ITIL in a managed or shared services capacity. Strong skills in Microsoft Word, PowerPoint, and Teams, with hands-on experience in ServiceNow. ITIL V3 or ITIL4 Foundation certification is desirable. Experience in governance, including process documentation and compliance with ISO standards. Excellent relationship-building, negotiation, and engagement skills, with the ability to simplify complexity for business partners. Ability to act decisively, prioritize competing demands, and deliver high-quality outcomes within agreed timeframes. A client-first approach, accountability and ownership mentality, integrity, and the ability to work effectively across different organizational functions and levels. AGSVA security clearance or the ability to obtain one. Perks we love at Optus 3 days in the office, 2 days remote – with flexible hours to suit! Inclusive paid parental leave, up to 14 weeks for the primary caregiver. All Optus employees have access to resources, webinars, and support via the ‘Parents at Work portal’. Own your own growth by accessing an extensive online and facilitator-led learning catalog – even earn an MBA micro-credential via OptusU (University). Connect at work through our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA+), United Veterans, Yarn Network, Wellbeing Network, and Young Professionals. Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office. Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon! Keen to see what it’s really like to work at Optus? Search #OptusLife on LinkedIn to go behind the scenes! At Optus, we are strengthened by others, and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as part of the LGBTQIA+ community, individuals who may have served in the armed forces, or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact, and we will be in touch within 48 hours. For more information on Diversity, Inclusion & Belonging at Optus, please visit this link . #J-18808-Ljbffr