With a workforce of over 5,200 employees across 80 locations, Service Stream is a leader in designing, building, installing, operating and maintaining critical infrastructure across Australia. For over 30 years, its telecommunications division has been the country’s top high-volume installation and maintenance provider, delivering seamless connectivity at end-user premises.
From constructing cutting-edge broadband networks to maintaining and upgrading telecommunications infrastructure, its expert teams handle over 50,000 network maintenance projects, 1,200 mobile communication projects and 750,000 end-user activations each year.
With its laser focus on delivering high-volume contracts, leadership development had never been a formalised priority within Service Stream’s Telecommunications division. While technical expertise often dictated career progression, there was a growing recognition that leadership skills were equally critical to sustaining long-term success.
In response to employee feedback, Service Stream took a significant step forward by launching multiple leadership coaching programs in partnership with Hellomonday—one for emerging leaders, another for senior leaders and the latest one specialised for IT leaders.
“Our people are our biggest asset. We recognised that leadership development is key to ensuring we retain and engage the best people,” said Jason Glennon, General Manager, People and Experience at Service Stream.
Jason Glennon
GM, People and Experience
Service Stream
Historically, leadership development within Service Stream had been informal, courses were available if employees sought them out, but there was no formalised leadership development strategy. The company’s operating model is highly technical, with leadership traditionally centred around project delivery and operational excellence.
“The nature of our work means technical expertise often determines promotions, but we recognised the need to complement this with strong leadership skills."
He continued; "Before this program, many of our senior leaders and all of our emerging leaders had never received structured leadership development. This was an opportunity to shift the focus and ensure our leaders were prepared for the future."
In 2024, Service Stream launched two leadership coaching programs: the Future Leaders Program, supporting 23 participants and a Senior Leaders Program, engaging 10 participants. With the success of these programs, it launched a dedicated IT Leadership Program this year supporting 20 participants within its technology team.
The goal across all programs is to equip leaders with the skills to manage teams effectively, promote greater collaboration and create a pipeline of future leadership talent.
Given the nature of the telecommunications industry, where contract wins and losses create fluctuating workloads, traditional and rigid leadership development programs are not effective. Rather, flexibility is key.
With 160 coaching sessions delivered and counting, Service Stream participants all report that coaching has had a meaningful impact on their development.
“The beauty of Hellomonday’s approach is that it meets people where they are. Our work is cyclical, so our people needed a program that could adapt to their schedules."
"With the ability to self-manage their coaching sessions and choose their own coach, our participants were in full control of their development,” he reflected.
This autonomy resulted in higher engagement, with employees appreciating the tailored approach that allowed them to focus on their unique development needs. The skills most developed in the programs are; goal setting, leading change, being self-aware, building a productive team and building resilience.
Greg Denny
General Manager Commercial
Service Stream
“Our business thrives on the expertise of our people, and we want them to see a future with us. Once employees hit the three-year mark, they often stay for a decade, so supporting their growth early on is crucial. This program has helped us identify and nurture future talent while creating clear career pathways within the organisation,” Jason said.
The coaching programs have also had a positive impact on succession planning, enabling leaders to transition across different business units and gain exposure to other areas of the organisation. As a result, leadership development is no longer seen as an individual pursuit but as a company-wide initiative that benefits the entire business.
“We’ve seen pockets of development emerge in different ways—leaders are proactively setting up meetings, refining their communication styles and addressing behavioural challenges through coaching. There’s been a shift from reactive leadership to amore strategic, forward-thinking approach,” Jason observed.
By equipping leaders with the tools to navigate challenges, the program has empowered individuals to take ownership of their growth.
“The biggest takeaway has been the mindset shift. Leadership isn’t just about managing a team, it’s about evolving as a leader, regardless of your title."
The program has created a ripple effect, encouraging leaders to approach their roles with a broader, more holistic lens,” he added.
The overwhelmingly positive feedback from Hellomonday’s coaching programs has sparked significant interest across different divisions of Service Stream, with people actively inquiring about future cohorts.
“We’ve had people reaching out, asking if we’re expanding the program. There’s a real appetite for leadership development now and it’s exciting to see this momentum building,” Jason shared.
Service Stream’s partnership with Hellomonday has not only provided leaders with critical skills but has also signalled a long-term commitment to building leadership capability across the organisation.
“This isn’t just a one-off initiative—it’s a cultural shift. We’re embedding leadership development into the fabric of our organisation, ensuring that our people feel supported and empowered at every stage of their career,” Jason concluded.
With the success of the initial programs, Service Stream is now exploring opportunities to expand its leadership development initiatives, ensuring that leadership coaching becomes an integral part of its organisational culture.
