Group Manager Customer Operations

About Us

VicTrack is the custodial owner of Victoria’s rail transport land, assets and infrastructure. We work to protect and grow the value of the portfolio, to support a thriving transport system and make travel and living better for all Victorians. With much of our asset portfolio dedicated to rail transport – our land, infrastructure, trams, trains and telecommunication networks – our focus is on strategic asset management and supporting the delivery of better transport solutions.

When you join VicTrack, you'll become part of an organisation that celebrates the diverse backgrounds, perspectives, and life experiences of our people. We are committed to fostering a workplace that mirrors the diverse communities we serve. Everyone is welcome to apply for a role at VicTrack and we encourage open discussions about any adjustments you might need during the recruitment process or within the role. If you have a disability or specific access requirements, please let us know how we can offer you additional support.

Benefits

• Flexible work environment | hybrid work
• Stable work environment - Victorian Government state-owned enterprise
• 16 weeks paid parental leave (36 unpaid)
• Comprehensive health & wellness programs
• Free access to on-site gym and end of trip facilities
• Training and development opportunities to help you grow and develop your career

The challenges of our fast-growing sector put our people at the front of some of Victoria’s most exciting projects in telecommunications, property development and project delivery – with job opportunities as diverse as our organisation.

The Role

The Group Manager Customer Operations is responsible for the operational performance, maintenance and support of the telecommunications infrastructure network. This includes new infrastructure design approval and operational testing and acceptance that consistently and sustainably delivers a cost effective, high quality, supportable and secure network which is fit for purpose and delivers the agreed and documented requirements of VicTrack’s customers.

The position is a 3-year PESES-2 contract.

Qualifications:

• Tertiary qualifications in Telecommunications, Engineering or a Technology related discipline is required
• Eligibility for admission as a Chartered Professional Engineer to The Institution of Engineers Australia (or equivalent) is required
• Eligibility to National Engineering Register NER (or equivalent) is required
• MBA Business Administration (preferred)

Knowledge & Experience:

• Extensive technical/professional experience in Telecommunications, Engineering and/or Operations management and leadership experience
• Strong experience in managing large and multi-disciplinary team
• Demonstrable experience in managing senior level customer and stakeholder relationships, both internal and external
• Proven experience in motivating and leading multi-disciplinary technical teams to deliver high quality output on time and to budget
• Demonstrated experience to work within complex changing environments with multiple stakeholders to deliver commercial outcomes
• Experience in deploying and operationalising risks and working through any conflict to ensure that all solutions designed and deployed meet change requirements before acceptance into production

Skills:

• Ability to evaluate complex situations and tasks and provide in depth expertise on varied concepts and principles of knowledge management
• Ability to work independently and take accountability for outcomes
• Strong customer focus to align outcomes to strategic plan and objectives
• Effective and proactive use of knowledge management systems
• Ability to review and analyse current policies, processes and procedures and develop solutions and continuous improvement plans
• Strong leadership skills to build and develop a team with specialist expertise and a positive culture
• Strong Commercial acumen
• Highly developed problem solving and analytical skills
• Ability to plan, lead and manage change
• Advanced ability to communicate with influence and provide specialist advice to senior internal and external stakeholders
• Proven ability to develop and manage stakeholder relationships, facilitate open communication, and capture and disseminate information

To Apply

***PLEASE ONLY SUBMIT YOUR RESUME AND/OR COVER LETTER IN PDF FORMAT

If you are interested in this exciting opportunity with us, please click apply and submit your resume in PDF format only. All applications are strictly confidential.

We are proud to be recognized by WORK180 as an employer of choice for women. Explore the WORK180 website to learn about our benefits and policies. Research shows that 60% of women and underrepresented groups may decide not to proceed, even after drafting an application. We believe diversity strengthens every team, so even if you don't meet every qualification, we still encourage you to apply!

Offer of employment is strictly subject to successful background (pre-employment screening) and criminal history check. VicTrack is an equal opportunity and human rights employer.

Closing Date: 20/03/2026

***PLEASE ONLY SUBMIT YOUR RESUME AND/OR COVER LETTER IN PDF FORMAT