IT Service Operations Lead

Company Overview

Isoton is a telecommunications technology business with more than 30 years of experience delivering dependable, scalable, and forward-looking products. Headquartered in Adelaide and operating across Asia, the company has introduced the first dedicated MVNE platform and, in 1997, the world’s first MVNO. Its work is driven by research and development, with modern platforms built to deliver low-cost, end-to-end solutions quickly. Isoton’s robust, customer-focused systems support millions of subscribers worldwide and help clients improve digital transformation, service quality, and long-term competitiveness.

Role Overview

This is a full-time, on-site position in Adelaide, South Australia, reporting to the Head of Operations. The Service Operations Lead will oversee everyday operational support for several MVNO brands, making sure incidents, escalations, service requests, customer-impacting issues, operational tasks, and stakeholder communications are handled effectively and within service commitments.

The role serves as a central liaison across Customer Care, external stakeholders, and internal teams including Operations, Development, Testing, Network, Infrastructure, Project Management, and Delivery. It calls for strong operational judgement, confident communication, and the ability to turn technical findings into clear actions and updates. Communication with clients and external parties must be calm, accurate, suitably high-level, and tailored to the audience.

The position also involves leading the Level 2 IT Operations team in Adelaide and India, including communication, prioritisation, regular one-on-ones, and reporting SLA performance, risks, and service outcomes to the Head of IT Operations.

Key Responsibilities

• Guide and support the Level 2 operations team, including day-to-day leadership, communication, prioritisation, and regular one-on-one check-ins.
• Manage incidents, escalations, service requests, and operational issues so they are triaged and progressed within agreed service levels.
• Investigate customer-facing issues across multiple systems and determine likely causes with careful attention to detail.
• Identify recurring patterns and link related incidents so operational risks can be escalated before they grow.
• Gather the right information from Customer Care, technical teams, and external stakeholders to support complete and accurate investigations.
• Prepare stakeholder updates that translate technical detail into clear, concise, and audience-appropriate communication.
• Decide whether a matter is routine support, requires escalation, or needs further investigation by Development or Testing.
• Maintain governance, process discipline, and clear internal documentation for operational activities.
• Track and report Level 2 SLA performance, service outcomes, and operational risks to the Head of IT Operations.
• Coordinate across internal and external groups to keep work moving and ensure service expectations are met.

Requirements

• Background in service operations, incident handling, or technical operations support is strongly preferred.
• Demonstrated experience leading a Level 2 technical or operational support team, including communication and one-on-one management.
• Ability to analyse customer-impacting behaviour across multiple platforms and spot meaningful trends.
• Strong pattern recognition and the confidence to connect repeat incidents before they become broader problems.
• Comfortable asking detailed, precise questions of Customer Care, Development, Testing, Network, Infrastructure, and external partners.
• Excellent stakeholder management and written communication skills, including the ability to explain technical issues in plain English.
• Good judgement in deciding what can be handled as business as usual versus what needs escalation or specialist investigation.
• Organised, accountable, and proactive, with the ability to stay composed during urgent or SLA-sensitive work.
• ITIL certification is considered an advantage, though it is not mandatory.

Success Measures

• The Level 2 team stays supported, engaged, and aligned through clear direction and regular check-ins.
• Tickets and escalations are acknowledged, assigned, triaged, and moved forward within target timeframes.
• Stakeholders receive timely, accurate, and easy-to-understand updates.
• Customer-impacting issues are investigated thoroughly, escalated with the right level of detail, and recurring risks are identified early.
• Operational patterns are recognised quickly, with the right questions asked before conclusions or external updates are made.
• Internal operational documentation remains current and easy to follow.
• External stakeholders feel confident that operational matters are being handled professionally and effectively.

Ideal Background

This position suits someone with experience in operational leadership, incident management, stakeholder communication, reporting, and service delivery. Experience in MVNO operations, telecommunications, technical operations, customer operations, or application and production support would be especially valuable. Candidates from other operational settings are also encouraged if they bring strong judgement, leadership, and the right communication skills.