SUMMARY

We are looking for 5a Manager NAB Assurance C&SB Product Strategy & Growth Senior Specialists
Business Specialist to join the Manage Network ServicesNetworks Commercial Engineering team
within Customer Services ManagementNetworks.Product Lifecycle team within Products &
Technology in providing business and commercial support required for decision-making and
strategic direction of the business focused on horizon 2 and horizon 3 product and growth
opportunities, closely linked to Telstra’s strategy. To deliver best in class Level 2 and Level 3
assurance services to a major Enterprise customer.

to provide commercial and technical consultancy in for mobile and fixed network coverage and
infrastructure solutions. The role works closely with Telstra Country Wide, Area General Managers,
Telstra Business account executives and Global Enterprise Services account executives.

About Networks Customer Service Management @ Telstra

Customer Service Management (CSM) is the ‘one-stop Service Operations shop’ for Telstra. Together Formatted: Font color: Auto
we are responsible to deliver the security, reliability, quality and speed of response / restoration of our
network and IT systems for our customers

Networks is responsible for the planning, design and construction of Telstra's World Class Network
and products across fixed, wireless and media. This ensures we continue to deliver new and
innovative products to our customers to maintain our position as Australia's leading
telecommunications provider. The team works closely with product development and operational
teams to design and integrate new products into our networks.

About the role

Driving new and adjacent sources of growth is a key component of Product &Technology’s strategy.
This role is focussed on the conversion of P&T’s strategic organisational goals in relation to new
product and technology initiatives ensuring that the strategic rationale, alignment, and commercial
impact associated with these opportunities are fully considered and developed with a high degree of
rigour, strategic insight and commerciality.

The role is critical to ensuring customer advocacy from Enterprise while collaborating with key
stakeholders from Operations, Engineering, Products and Sales to achieve extraordinary business
outcomes. Achieve customer advocacy by consistently delivering on commitments to customers
regarding Responsiveness, Performance and Incident Restoration. Develop and refine processes to
achieve excellent and seamless delivery to customers cooperating across all delivery groups. Strive
to achieve strategic and business outcomes with greater efficiency, speed and quality. Build a skilled,
engaged and agile team. Manage resources to remain within budgetary constraints.

Key Accountabilities: Formatted: Font: Bold

 Play a key role in the conversion of strategic P&T and C&SB goals to product execution and
growth roadmaps.
 Develop a centralised view across all product lifecycle groups of horizon 2 and horizon 3
product roadmaps for C&SB with clearly defined milestones.
 Develop effective relationships with peer groups and key stakeholders across P&T and
C&SB.
 Assessing medium to long-term market opportunities in the C&SB space, assessing
competitive dynamics
 Identify new products and technologies through a broad external and internal network.
 Provide a link between the C&SB growth objectives and P&T’s more granular business
specific development opportunities.
 Utilise insights developed in the Product Strategy and Innovation teams to identify and refine
potential growth opportunities.
  Increase our execution focus and agility to act quickly on potential business development
opportunities.
 Provide a rigorous strategic and commercial framework for evaluating alternative growth
strategies for C&SB.
HSE Responsibility: Take reasonable care for your own safety and comply with and
implement any reasonable Telstra HSE instruction, policy, standard, minimum requirement or
procedure, and support Telstra to meet its duties under the relevant safety and environmental
legislation. Streamline processes to achieve improved performance, customer satisfaction
and reduced costs through strong collaborative relationships with key stakeholders.
Articulate a clear vision & purpose to ensure the team understand how their role aligns to
Telstra’s and CSM strategies
Manage the business within headcount and financial budgets and meet defined Service
Levels
Organise operational resources to ensure 24 x 7 capability, rostering and coverage
Set clear and challenging goals and expectations and drive performance and achievement
through coaching, feedback and leadership.
Seek opportunities to develop staff by identifying areas to improve and setting challenging
projects and assignments that align with team goals.
Drive performance improvement including Response/Restore, Customer Onboarding,
Platform availability, Incident Reduction and Aged Tickets
Strive to deliver improved Net Promoter Score to exceed KPI targets across the team.
Lead key operational improvement initiatives to deliver business outcomes for ESO and MNS.
Manage integration of new solutions into production, ensuring that all key operational
requirements are in place and negotiate to resolve outstanding issues to deliver the best
result for the customer.
Manage Vendor relationships within the operational context, building an understanding of key
processes and expectations maintaining the ability to escalate where additional support is
required.
Support complex, specialised technical investigations to determine/confirm system and
design standards and performance parameters for new or existing products, platforms and
associated network equipment technologies, software and systems.
Work directly with customers and stakeholders to manage complex issues to the customer's
satisfaction.
Drive team Sustainable Engagement through strong leadership and transparency.
On Call activities as required.
Operate in compliance and alignment to Telstra organisational, HS&E and people processes
and programs.
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As the Business Specialist you will assist with annual national network coverage review. This involves
translating the wireless and fixed network coverage strategies and customer facing business units
(CFBU) inputs into a set of priority commercial coverage opportunities. You will support the Local
Relationship Managers (LRMs) who are the primary interface for CFBU into Networks’ operations
and engineering teams. You will support the LRM in leveraging this relationship to proactively
capture stakeholder requirements in the region and facilitate delivery of a suitable strategy that
economically allocates capital to maximise revenue and customer satisfaction. You will be in charge
of the special events program for the region to ensure the program is delivered successfully and
captures new opportunities that Telstra can use to promote our brand and generate new revenue.
The role requires the production of Customised Coverage requests to support account teams with
sales opportunities and assist with sales business cases, account win-backs and retention
opportunities of customers in the region.

What you will bring to the role Formatted: Font: (Default) Arial
To be successful in this role, you will have: Formatted: Space After: 8 pt
 Formatted: Font: (Default) +Body (Calibri), 11 pt, Bold

You will work with the Product Lifecycle teams within P&T to develop product execution roadmaps for Formatted: Normal, No bullets or numbering
their strategic goals as they relate to growth, set milestones to allow for progress updates, and identify Formatted: Font: (Default) Arial, 10 pt, Font color: Text
/ build a pipeline of new product development opportunities. The role closely interlocks with the 1
Product Lifecycle teams who are responsible for execution and implementation of strategic initiatives.
Deliver best in class Level 2 and Level 3 assurance services to a large Enterprise customer. Leverage Formatted: Font color: Auto
your onshore and offshore teams to deliver your customer a world class managed service.
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Tertiary qualifications (Management certifications such as an MBA is desirable)

Very well developed customer service skills (listening, innovation, persistence, and empathy), taking
ownership and showing initiative in the resolution of customer related issues and the provision of
service.

Experience in customer facing operational environments.

Experience in building and maintaining customer relationships.

Experience in managing in impact incidents to resolution.

Understanding of core ITIL processes.

Strong Leadership and Staff Management experience.

Understanding of Managed Services and related products and the supporting technologies.

Excellent communication skills.

Ability to multi task and exhibit a logical approach to problem resolution.

Well-developed analytical and diagnostic skills.

Proven ability to work as part of a team.

 Able to operate and be available 24x7.

Demonstrated track record of entrepreneurial management/business acumen to originate, support, Formatted: Normal, No bullets or numbering
or build growth businesses in small or large corporate contexts.

Essential Qualifications: Formatted: Font: Bold

 5-10 years’ experience in Product Strategy, implementing Strategy, product Formatted: List Paragraph, Bulleted + Level: 1 +
management or product innovation Aligned at: 0.75" + Indent at: 1"
 Background in Business Partnering and Consultancy Formatted: Font: Not Bold
 Tertiary education in business, finance and related discipline expected Formatted: Font: Not Bold
 Deep technical speciality, subject matter expert
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 Experience in developing and executing strategy
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 Experience influencing senior stakeholders – internal and external
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 Bachelor’s Degree in Engineering
 Commercial awareness and business acumen Formatted: Font: (Default) Arial, 10 pt, Font color: Auto
 Good conflict management and prioritisation skills
 Can understand and document project requirements and dependencies
  Ability to manage multiple projects simultaneously under pressure
 Close attention to detail and focus on task completion
 Internal and external stakeholder management skills.
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Above all, you will bring a solution focus and confidence to your job, will not be afraid of collaborating
and connecting to people, and thrive off the satisfaction gained from achieving success in addressing
and successfully overcoming challenges.

Next steps? Formatted: Font: (Default) Arial

For more information on the role please see attached success profile.

So what are you waiting for? It’s time to connect to a future created by you.

We work flexibly at Telstra. Talk to us about how this job could be flexible for you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to

participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for
every role. To learn more, visit tel.st/allrolesflex Formatted: Font: (Default) Arial