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POSITION: Service Delivery Specialist (Enterprise & Fibre Services)
Primary Function
We are seeking a Service Delivery Specialist to manage the provisioning and activation of enterprise telecommunications services, including
NBN Enterprise Ethernet, Telstra Ethernet/Wholesale Business Internet, and TPG/Vocus fibre.
In this role, you will coordinate with internal teams and customers to ensure all orders are delivered accurately and on time. You will play a key role in managing service activations, tracking order progress, and maintaining clear communication with stakeholders.
Key Responsibilities
Service Delivery & Provisioning
- Manage end-to-end provisioning of telecom services within SLA and KPI targets
- Complete service activations and meet key delivery milestones
- Handle Moves, Adds, and Changes (MACs) as required
- Monitor order progress and proactively follow up with carriers
Coordination & Communication
- Work closely with carriers and internal teams to ensure timely delivery
- Provide clear and accurate updates to customers
- Respond to queries with detailed, well-explained information
- Challenge or escalate unclear or incorrect carrier updates when needed
Operations & Reporting
- Follow operational processes and maintain high service standards
- Ensure all records and updates are accurately documented
- Prepare and deliver monthly reports with 100% accuracy if needed
- Ensure reports are sent on time and to the correct stakeholders
Continuous Improvement & Training
- Identify process improvements and training needs
- Assist in updating documentation and training materials
- Support training initiatives when required
Team Support & Customer Focus
- Maintain professionalism and strong communication at all times
- Support team members and respond promptly to internal queries
- Assist Service Assurance and wider teams during peak periods
- Educate customers to help improve their understanding and experience
Key Skills & Experience
- Experience in telecom service delivery or provisioning
- Exposure to NBN Enterprise Ethernet, Telstra Ethernet/Wholesale Internet, and/or TPG/Vocus fibre
- Strong coordination and stakeholder management skills
- High attention to detail and accuracy in reporting
- Ability to manage multiple orders in an SLA and KPI-driven environment
- Excellent communication and problem-solving skills
Join the A-Team and experience the A-Life!
