Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

The Network Operations team plays a central role in supporting Superloop network, products and services across managed services and connectivity to wholesale, consumer and business customers. The team is comprised of multiple technical teams, with network and services being supported 24x7x365. The team provides a mix of technical and customer service support, ranging from first port of call for issues and enquiries to more complex issues and advanced troubleshooting.

Role Purpose

The Service Management Co-ordinator is responsible for the review and coordination of our change, problem and incident management processes (hereafter referred to collectively as Service Management) within the Network Operations Centre and coordination of Service Management initiatives and projects. The role will influence customer experience and continuous improvement in how we support our customers.

Key Responsibilities

• End to end responsibility for the processing of planned IT/ network change management, incident management and Problem Management (hereafter referred to as Service Management) following ITIL guidelines.

• Manage the Service Management process within Superloop, including drafting processes and documentation where required.

• Provide guidance to internal stakeholders, as well as the Network Operations Leadership team (including team member feedback) ensuring a customer focused culture of Service Management is fostered within the business.

Qualifications and Experience

• ITIL Foundation (or higher) certification required.

• 03+ years experience working within an IT or telecommunications carrier or service desk operations centre required, with working knowledge of ITSM service management processes.

• Technical networking certification such as Cisco CCNA or and Juniper JNCIA preferred.

• Prior experience working in a service management role will be well regarded.

• Excellent written and verbal English communication skills.
  

Key Deliverables

• Ensure all planned change requests, Incidents and Problem Records have been correctly submitted, reviewed, and processed in accordance with the Superloop service management process.

• Facilitate weekly Change Advisory Board (CAB) and Incident Review Board meetings with key business stakeholders.

• Facilitate bi-monthly Problem Review Board meetings with key business stakeholders.

• Liaise with all internal areas and businesses to implement process improvements and action items from all boards and reviews.

• Document post change reviews to understand root cause and exacerbating factors for failed change activities, to manage and contribute to a knowledge base.

• Create and facilitate training sessions on Service Management processes.

• Produce weekly and monthly Service Management reports and be able to present these to key stakeholders.

On Offer

• Quarterly Superstar Awards – recognition for those who go above and beyond.

• Milestone Gifts & Birthday Cake.

• Referral Bonus – get rewarded for bringing great talent into the TechHub.

• Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.

• Monthly Engagement Events – cricket matches, festive celebrations, and more.

• Quarterly Team Outings – SuperEats – time to unwind and connect outside work.

• SuperEats – enjoy affordable pre ordered breakfast and lunch options.

• Flexible Work – 3 days in the office, 2 days from home (once confirmed).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in telco and tech, right here at Superloop.

• Employee Assistance Program – we’ve got your wellbeing covered.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.