Job Description

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

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!