Technology Manager - CRM Systems (Siebel)

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The role is to primarily support the CRM and Billing Support Systems under TPG Telecom’s Sales and Care domain. The person will have a breadth of experience across these areas, as well as subject matter expertise in one or more of the following areas:

• Siebel CRM (Mandatory)
• other Enterprise/bespoke CRMs
• Telecommunication BSS
• Team Leadership

As a Technology Manager, you will take a leading role on a range of technology and/or business projects and will be a key contributor towards achieving both business goals and advancing our architecture and strategy. You are expected to be involved in all of the projects,initiatives and activities in your domain. We require a level of flexibility where Technology Managers need to be able to support both Projects and Operations at varying levels, as required.

Much of the role involves organising technical aspects of projects and operations which will be carried out by external vendors. Subsequently, skills such as vendor management and engagement are important. Additionally, you will be the System Technical Owner (STO) of our Siebel CRM,related IT Systems & COTS products, being responsible for technical direction, user access control, internal and external audits and decision making.

We have a number of bespoke CRM solutions which were built in-house over a number of years. This role would also include performing the role of direct manager and team leader for our internal CRM engineers. Responsibilities would include involvement in stand-ups, fielding (and re-directing) technical queries from the business, and guiding our staff members development to ensure they are happy, productive and engaged engineers.

From a solution perspective, success will be defined according to the following metrics:

• The clarity of solutions defined and communicated to technical resources and other stakeholders
• The degree to which the quality (and clarity) of proposed solutions minimises changes and issues during development, testing, and release
• The degree to which implemented solutions maintain and improve customer experience
• The definition of the near-term technology strategy and roadmap
• The degree to which solutions support and improve key performance indicators around performance, capacity, and availability of our applications
• All solutions adhere to architecture standards and policies, as well as other policies and standards (e.g., TSSR, Security, Regulatory Codes etc), whilst advancing the IT & Digital target architecture and strategy

Responsibilities

• Solution Artefacts Responsibility:
• Lead the development of projects and/or support Solution Architects with development across all involved systems.
• This could include leading the technical component of an RFI/RFP
• Solution achieves a balance of time, cost, and quality
• Minimises changes and issues during development, testing and release
• Solution maintains and improves customer experience
• Supports and improves key performance indicators around performance and availability of the applications
• Aligned toward the advancement of the BSS & Digital Enterprise Architecture
• Ensure work is communicated to technology and business stakeholders, and documented accordingly
• Adhere to architectural standards and policies, as well as other policies and standards (e.g., TSSR, Security, Regulatory Codes etc)
• As a Technology Manager, you will be required (potentially with the support of a Principal Architect) to follow the process of Architecture and Security reviews. This could include presenting to the Architecture Review Board to prove adherence to TPG Telecom’s governance processes.

• Platform Accountability and Responsibility (as identified and assigned)
• Provide technical leadership and guidance for Security, Capacity and Lifecycle management of the applications in your purview
• Identifying risks and forming contingency plans as soon as possible
• Review and approve capacity and lifecycle reports produced by Operations
• Providing input into annual and long-range or strategic planning exercise
• Technical vendor management and solution governance

• Siebel CRM & other IT Systems:
• Provide technical direction and architectural guidance relating to these systems.
• Leading L2/Vendors and an internal CRM team. Working with Service Management teams in triaging and resolving high-priority incidents & problems.
• Review and approve design on new features and ensure a high quality of code is delivered.
• Ensuring that project/business stakeholder technical/functional queries are addressed.
• Participate in Audits/Risk/Governance activities (User/Security/Privacy/Performance etc.)
• Review and approve access to users across the business.
• Review and creation of knowledge articles/process/SOPs.

Knowledge and experience

• 5+ years’ experience in development, design, delivery, and operations of IT application platforms
• 2+ years’ experience in a Technology Manager, Technology Lead, Team Lead or similar role
• Experience with Siebel CRM Infrastructural Design and Data Model Architecture.
• Experience with Siebel EAI (Enterprise Application Integration).
• Must be proficient in Siebel Order Management, Siebel Asset Management, Siebel Product Configuration, eConfigurator & Pricing concepts, Siebel Task-Based UI, Workflows & eScripts.
• Siebel CRM eCommunications knowledge highly desirable.
• Siebel Open UI frameworks knowledege is highly desirable.
• Experience in cloud services (e.g AWS) development is desirable.
• Experience in architecture patterns and frameworks, such as SOA, TM Forum, TOGAF, UML, ArchiMate highly desirable
• Experience in conceptualizing, launching, and driving business and product architecture and confidently being able to influence multi-year roadmaps
• Proven ability to work within teams (including Virtual Teams) and under different delivery methodologies (waterfall or agile)
• Ability to research and document solution options and opportunities to solve business needs and assess the feasibility and risk associated with proposed solutions
• Ability to bridge between high level and at a detailed level to drive the right decisions for the business
• Ability to lead in challenging situations and manage ambiguity
• Strong leadership skill including ability to manage cross functionally, energize others and drive teams to goal attainment
• Good stakeholder management and clear communication
• Excellent verbal and written communication skills
• Structured thinking and problem solving
• High degree of Commercial / Business acumen
• Tertiary or equivalent qualifications in Computer, Electrical or Software Engineering and/or equivalent
• Excellent communication, motivational, and interpersonal skills

Benefits and perks

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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