Service Delivery Manager

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 through reimagining how telco should be delivered. 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. Through Smart Communities, we own and operate extensive fibre to the premises (FTTP) and managed Wi-Fi networks that service residential and commercial communities including multi-unit dwellings. Through Neoloop we offer open access to our FTTP networks to other Retail Service Providers. 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.

Role Purpose

The Service Delivery Manager is responsible for leading the successful delivery of customer services and projects across the Superloop portfolio. This role coordinates internal teams, customers, suppliers, and third-party vendors to ensure services are delivered on time, within budget, and to agreed quality standards.

The Service Delivery Manager provides end-to-end ownership of the delivery lifecycle, proactively managing risks, resolving issues, and driving exceptional customer outcomes while supporting Superloop’s strategic and operational objectives.

Key Responsibilities

• Coordinate resources, activities, and communications to ensure the timely delivery of services in line with agreed service levels and customer commitments.

• Liaise with suppliers, customers, and internal stakeholders to ensure order accuracy, progression, and successful completion.

• Manage the procurement and availability of equipment required to support service delivery.

• Oversee the end-to-end lifecycle of customer orders, ensuring accurate tracking, completion, and handover to the Billing team with all relevant completion details.

• Manage company assets and resources effectively to support the successful delivery of customer services.

• Act as the central point of contact for all service delivery activities, providing clear, timely, and proactive communication to internal and external stakeholders.

• Maintain accurate records through regular updates to reporting systems and Network Management Systems (NMS).

• Proactively identify, investigate, and resolve issues that may impact order fulfilment, escalating risks where necessary to maintain service quality and delivery timelines.

• Promote a customer-centric approach by ensuring a high standard of service throughout the delivery lifecycle.

Qualifications and Experience

• 3+ years' experience in a customer service or customer-facing role.

• Strong and confident communication skills.

• Demonstrated ability to take ownership and work autonomously.

• Highly organised, with strong stakeholder management skills.

• Customer-focused, with a commitment to delivering exceptional service.

• Project management experience is desirable.

• Experience within the telecommunications and/or technology industry is desirable.

• Experience using Salesforce.

• Strong attention to detail.

On Offer

• Free Home Broadband

• Free Mobile SIM plan

• Flexibility – 3 days/week in the office

• Lunch on Wednesdays, snacks, donuts and more!

• Diverse and inclusive culture

• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.

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.