Service Delivery Specialist

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A SNAPSHOT OF YOUR ROLE

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