Team Manager - Global Service Assurance

Job Description

Company Description Symbio (ASX: SYM) is a software company changing the way the world communicates.Our technology replaces old-fashioned telecom networks with software, making it faster and easier to deliver modern cloud-based communication services and unlocking endless new applications for calling, messaging, and phone numbers.Headquartered in Sydney, Symbio powers billions of calls and messages each year, owns networks in 3 countries, and employs over 450 staff worldwide. Symbio was founded in Sydney in 2002 and is listed on the Australian Stock Exchange.Our Vision 2030 goal to have 100 million numbers on our network is our 'north star' and everything we do - every code release, every customer win, every port-in, every completed ticket - brings us closer to this objective.Job Description The role aims to lead Symbio Networks' Operations Global Service Assurance teams to achieve industry-leading status. You'll provide strategic guidance, drive accountability for risk-based information, and navigate our complex global business environment amid ongoing network expansions. Your focus is on establishing service assurance centers of excellence to enhance customer relationships and optimize end-to-end interactions.Collaborating closely with the Operations General Manager and stakeholders across business units, you'll develop and implement a robust framework for managing service assurance within Symbio Networks CPaaS, ensuring high performance standards aligned with customer expectations. Engaging directly with global customers and internal stakeholders, including Sales teams, Product Managers, Carrier Relations Managers, and Legal Counsel, you'll effectively communicate issues, resolution strategies, and risks to drive continuous improvements and enhance overall customer experience.Qualifications 5+ years of Telecommunications or IT Operations management experience, including 3+ years leading large, high-performing onshore and offshore teams. Extensive experience working with industry and regulatory bodies. Strong knowledge of Call Centre and Operational performance metrics, including Customer Experience measures. ITIL certification preferred. Proven experience managing third-party vendors. Exceptional problem-solving skills. Strong business and financial acumen. Experience in developing and implementing post-implementation controls. Skilled in presenting to senior and executive management. Experience leading effective workshops. Knowledge of workforce management practices. Understanding of Australian local number porting. Familiarity with data services such as NBN, Ethernet, and Fibre. Proficiency in MS Excel, Word, and PowerPoint. Apply Now! Symbio is an equal opportunity employer. All applications will be treated with the strictest confidentiality. You will need to have current work rights to work in Australia and be prepared to undergo relevant background checks.Additional Information 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 is 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 an employee share gift plan, 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. #J-18808-Ljbffr