Operations Manager - VoIP
HybridSydney, New South Wales, Australia or Brisbane, Queensland, Australia
Job Summary
Lead and manage the VoIP Services team, overseeing provisioning, support, administration, and delivery activities to ensure high performance. Own Emergency Call Service (000) operational compliance, including maintaining assurance approaches, operational testing, and audit readiness for end-to-end supplier governance. Act as the primary escalation point for complex VoIP incidents, driving timely resolution and robust post-incident reviews while establishing operational performance cadences via KPIs and trend analysis. Manage vendor performance for VoIP platforms and interconnects, chairing supplier governance reviews, and ensure readiness for product releases through defined support models and cutover plans. Adhere to Superloop ITSM frameworks for incident, change, and problem management to drive root-cause elimination across VoIP operations.
Required Qualifications
- Bachelor's degree in IT, Telecommunications, Engineering, or a related field (or equivalent industry experience)
- Minimum 5 years' experience in an operational leadership role within a voice product vendor, carrier, or Tier 1 voice provider organisation, including leading teams supporting business-critical services
- Demonstrated experience working with regulators and/or compliance stakeholders on VoIP and ECS (000) obligations, including operational testing, evidence management and remediation of findings
- Proven capability in vendor governance and performance management, balancing operational outcomes, risk management and regulatory compliance
- Experience establishing operational controls and assurance practices (including audit readiness) for regulated services and third-party supply chains
- Strong technical knowledge of VoIP platforms and protocols including FreePBX, Microsoft Teams Voice, 3CX, Asterisk, SBCs and SIP
- Excellent communication skills, both written and verbal, with the ability to engage technical and non-technical stakeholders
- Experience with project management and ITSM service management methodologies
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.