Director of Customer Delivery

3 days ago

Council of the City of Sydney, Australia Medium Full time

At Sycurio, we’re redefining secure, seamless payment experiences for contact centres around the world. As Director of Customer Delivery, you will be the driving force behind how we enable customers and partners to go live, stay supported, and thrive using our solutions. This role is pivotal in shaping and scaling our global delivery model as we transition to a modern, enterprise‑grade B2B SaaS platform.

Key Responsibilities

Define and execute a world‑class global customer delivery strategy that’s scalable, efficient, and customer‑obsessed.

Lead and inspire the Customer Enablement, Telephony Integration, and Professional Services teams—empowering them to deliver excellence at every touchpoint.

Act as a player‑coach, directly managing strategic customer engagements while scaling best practices across the team.

Own and evolve the delivery roadmap—leveraging data, feedback, and performance metrics to continuously improve.

Be the go‑to leader for cross‑functional collaboration, aligning Product, Engineering, and Sales & Marketing around a unified delivery vision.

Champion the voice of the customer and partner within the CPTO org, ensuring their needs are central to our roadmap and delivery operations.

Lead change initiatives that streamline systems, optimize talent, and elevate the end‑to‑end experience.

Proactively manage customer and partner escalations, driving fast, clear resolution and long‑term trust.

Own the partner delivery journey, ensuring seamless integration and co‑delivery where applicable.

Key Qualifications, Skills, Experience

- At least 10 years’ experience of leading similar Customer Delivery organizations, with at least 5 years in B2B SaaS.

- Technical fluency—ideally with a background in telephony systems, enterprise software, or digital platforms.

- Strategic mindset paired with strong executional muscle—you can think big and deliver fast.

- Excellent leadership and communication skills.

- Extensive professional services and portfolio management experience, along with demonstrable customer facing project delivery experience.

- An excellent work ethic with a passion for customer excellence and delivery.

- Ability to work effectively under pressure to meet deadlines and objectives.

- Ability to work collaboratively with peers, as well as part of a team.

- Excellent communication skills and experienced in handling customer escalations.

- Great problem‑solver with a strategic way of thinking.

- Good attention to detail and a relentless passion for improvement, with a strong focus on data and KPIs.

- Successful track record of customer excellence.

- Knowledge of the payments industry and the PCI Data Security Standards (Preferred).

£95,000 - £105,000 a year

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