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Customer Application Manager

2 months ago

Sydney Central Business District, Australia Peoplebank Full time

Location:
- Sydney CBD- Job Type:
- Permanent- Posted:
- about 3 hours ago- Contact:
- Nic Gulliver- Discipline:
- General IT
- Reference:
- 255804Our client, an industry leader is seeking a strategic and hands-on **Customer Application Manager**. You will be responsible for planning and orchestrating work to deliver valuable services that are critical for their clients through forward planning and collaborating effectively with key stakeholders.

The goal is to become a customer-centric organisation achieving a 'Single View of the Customer' through the consolidation of services and functions into Microsoft Dynamics 365. You've a team of professionals to support you, and you'll be charged with the development and coaching of the team to grow their skills and experiences and achieve business objectives.

**Accountabilities**:

- Lead, coach and empower teams to deliver value for the business and customers through reliable operations complex projects and other services.
- Lead the Dynamics 365 and Call Centre integration
- Build strong partnerships between delivery teams and business stakeholders to understand customer requirements to enable efficient delivery and robust operations.
- Problem solve key requirements, including identifying, assessing and analysing a specific area and developing recommendations for improvement that provide efficiencies in the process.
- Coach internal stakeholders towards developing efficient solutions to improve business outcomes.
- Actively promote collaboration and trust in teams that can be comprised of persistent and/or leveraged team members to deliver value outcomes to the customer.
- Contribute to the success and developing maturity of the operating model towards shaping the customer experience by holding teams accountable for quality and on time delivery of outcomes in own areas.
- Plan and deliver on sprints through embodying agile ways of working including defining scope, identifying and managing dependencies and addressing backlogs.
- Manage a budget and cost allocations and drive a cost-effective service delivery.
- Collaboratively engage with leaders to forecast future demand for resources in teams, provide feedback and changes to scope/utilisation, and manage knowledge and skills transitions across teams.
- Monitor and provide regular feedback including opportunities for improvement to enable success on various aspects including delivery, people management, skills and capabilities, performance, and talent requirements.
- Engage proactively with other areas of expertise to incorporate considerations such as automation, governance, SME guidance and ideas on improved use of technology into positive customer delivery outcomes.
- Maintain an overall perspective on service operations, including incident and problem resolution, team projects, progress and planning and provide feedback regularly to leaders and relevant stakeholders.

**Key Skills and Experience**
- 10+ Years experience in an Application Manager role
- Previous experience implementing Dynamics 365
- Experience in leading multidisciplinary teams.
- Vendor management experience
- Proven ability to empower Teams and drive customer value.
- Understanding of technologies, software development lifecycles and best practice methodologies.
- Experience in development Scrum team management
- Excellent stakeholder management and communication skills with experience in presenting to senior stakeholders.
- Proven experience in planning and orchestrating work within a budget constrained environment.
- Proven capability to forecast, communicate and manage demand for resources/skills.
- Proven experience in resolving problems /making critical decisions in pressured environments.
- Strong understanding and experience in scaled Agile delivery frameworks.
- Experience with SAP & Azure advantageous.
- Experience with ITIL frameworks and Information Technology Service Management processes.
- Diversity and inclusion are strongly supported at Peoplebank. People of all nationalities, gender identities, and cultural backgrounds, including Aboriginal and Torres Strait Islander Peoples, are encouraged to apply._

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