Manager, Fulfilment Operations (Telecommunications)

TL;DR

Manager, Fulfilment Operations (Telecommunications): Leading end-to-end service fulfillment for business and ICT customers with an accent on SLA performance and delivery efficiency. Focus on managing large onshore/offshore teams, driving process optimization, and ensuring ITIL compliance.

Location: Macquarie Park, VIC (Australia)

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband and digital solutions to over 11 million customers.

What you will do

• Lead end-to-end service fulfilment operations to ensure delivery capacity, resource coverage, and achievement of SLA targets.
• Manage internal stakeholders, customers, and third-party vendors to drive high NPS and VOC outcomes.
• Provide operational leadership for Fulfilment Squads, handling escalations and reducing SLA breaches and rework.
• Ensure compliance with ITIL, ISO 20000, ISO 27000, PCI DSS, and other regulatory requirements.
• Coach and develop a team of over 100 onshore and offshore staff through performance management and succession planning.
• Champion continuous improvement via process optimisation, automation, and operational resilience.

Requirements

• At least 5 years of experience in technical specialist or engineering roles within an ITIL environment.
• 5+ years of experience managing large operational teams.
• ITIL Foundation certification and tertiary studies in Business, IT, or equivalent practical experience.
• Proven success leading outsourced and offshore service delivery environments.
• Deep understanding of ITIL service management (incident, request, and change management).
• Strong technical knowledge of internetworking and unified communications technologies.

Culture & Benefits

• Competitive remuneration and employee discounts, including $80 monthly credit and 25% off hirify.global products.
• Inclusive leave policies, including additional 'Connected' days for culture, family, and health.
• Carer-neutral paid Parental Leave of up to 16 weeks.
• Professional development through hirify.global U's industry-focused micro-credentials.
• Active employee-led diversity networks (Culture Connect, Elevate Women, LGBTQIA+).
• 24/7 free access to counselling and wellbeing support services.