General Manager

6 months ago

Sydney, Australia Datacom Full time

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people’s lives and help organisations use the power of tech to innovate and grow.

About the Role (your why)
The Customer Support team are responsible for a number of outsourced projects and services for some of our biggest clients in Datacom. Whether you are part of our Service Desk and Contact Centre team, our environment is dynamic and fast paced. And we have a bigger purpose - not only are we are focused on the delivery of awesome business outcomes, we are thinking, planning and taking action on revolutionising the technology industry
As our General Manager of Operations you’ll lead the operational service delivery across Service Desk, and Contact Centre teams to achieve superior customer, financial and operational outcomes through people. You’ll be tasked with creating a cohesive, inspiring and results driven programme of work that delivers sustainable culture change and high performance to make a difference for the organisation and our customers.
You will focus on creating a high performing culture, which rewards outcomes aligned to our values and behaviours. You will be required to lead change and the adoption of new ways of working that maintains a high level of engagement across a large workforce.
Our offices are based in Sydney, Perth and Adelaide - We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. We therefore leave it to you and the team you join to figure out what works best
Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.
What you’ll do
- Deliver on key strategic initiatives, from strategy development to action plans with accountable owners and timelines.
- Manage business planning activity including liaison with finance on budget forecast, FTE management, recruitment and other requirements.
- Develop success metrics for performance and monitor progress against these to allow for the identification of any issues.
- Build a clear understanding of workflow and workload to provide insight into areas of improvement
- Build leadership and change management capability to support leaders of the future and improve adoption of change.
- Develop and maintain effective relationships with key internal stakeholders to ensure stakeholders’ requirements are balanced and to manage stakeholder expectations.
- Champion change management and lead, motivate, coach and support employees to facilitate effective project delivery, employee engagement and high standards of performance.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring
- Extensive expertise in Operations within the contact center customer services field, ideally from a Business Process Outsourcing (BPO) background.
- A good understanding of both business and technology strategies pertinent to our organization.
- Demonstrated strategic prowess, capable of envisioning the broader organizational landscape
- A keen insight into Service Leave Agreement’s (SLA’s) and a knack for aligning strategies to achieve and exceed them
- Proficiency in finance management practices, with a clear comprehension of cost, utilization, and project revenue
- Strong business acumen, adept at managing profit/loss scenarios effectively
- Excellent interpersonal skills to liaise with stakeholders, team members, and various functional areas, fostering collaboration and synergy
- Proven negotiation skills to ensure mutually beneficial outcomes for all parties involved
- The ability to translate customer needs into technical solutions and deliver results within stipulated deadlines.
- A talent for team building and leadership, capable of inspiring and guiding teams towards success.

Why join us here at Datacom?

Datacom is one of Australia and New Zealand’s largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You’ll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.
We operate at the forefront of technology to help Australia and New Zealand’s largest enterprise organisations explore possibilities and solve their greate

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