Telstra COO reveals restructure

Operations split into five groups

Telstra’s chief operating officer, Brendon Riley, has announced that the telco will be restructured, splitting operations into five groups responsible for delivering the company's services.

“The new Operations model is very different to the way we work today,” Riley wrote in an internal memo issued to operations staff this afternoon.

“It will give us clearer accountabilities and interactions across teams, removing confusion and improving the way we work together. By consolidating all our customer facing activities into one group, we will gain clarity of process responsibilities and deliver improved customer service outcomes.”

Riley wrote that Telstra’s traditional businesses “are coming under increasing margin pressure and the largest portion of our budget is spent supporting them. This is not a sustainable business model and we have an obligation to redefine our contributions to Telstra.”

The restructure, which is expected to result in redundancies, will see operations split into five groups. The NBN group and network applications and services, which includes overseeing Telstra’s cloud operations, will remain. The three new groups are IT solutions, networks, and customer service delivery.

“These groups will create a new way of working for our business. Telstra Service Operations, Assets & Facilities and Labour & Contract Management will be accountable to optimise these capabilities across all groups and look at innovative ways to unlock future sources of value and opportunity in these areas,” Riley wrote.

The new model will come into effect on 1 July.

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