Head of Delivery

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SHL Customer Lifecycle: Sell the solution, deploy the solution, look after the solution, grow the customer.

The overall purpose of this role will be to lead a customer focused professional services function. This role will own, and continually challenge, the high standards of customer success in professional services consulting delivery, as part of our customer life cycle. The primary focus for this role is on the successful and seamless delivery of all professional services consulting services related activities within project deployment. The role also has responsibility for ongoing advisory and solution support to retain and grow the customer. Responsible for establishing, developing, implementing, maintaining and championing world class, customer focused, delivery standards.

This role is integral in enhancing the customer journey as we deploy the solution.

ANZ accountability for the successful execution of all Professional Services consulting deliverables.

The success of this role will be measured on customer satisfaction metrics, and revenue metrics, along with project success measures.

To enable customer success in the Deployment & PS function, this role must collaborate closely with ANZ Commercial Leadership and Customer Support functions across SHL.

Working closely with peers across the Deployment Senior Leadership team to seamlessly collaborate on customer project delivery.

This is a senior role in the Deployment & PS function and will be reporting to the Global Customer Deployment Director.

- Accountable for customer success on all professional services related consulting deliverables within the project lifecycle, measured by customer satisfaction metrics.

- Working strategically with ANZ commercial leads to actively engage and enhance their revenue targets and forecasts through successful deployment of consulting deliverables – including advisory solutions.

- Drive and own improvements in organizational capability: aligned to commercial strategy, client segmentation and solution deployment

- Ensuring that customer delivery issues are resolved with urgency and pace, with minimal impact to customer satisfaction, where necessary parachuting into rising risks to prevent issues and escalations

- Own and accountable for customer professional services project deployment success as part of the customer life cycle, measured by project success measures

- Co‑lead the development of solutions and offerings for services, alongside Solutions Owners

- Owns continuous improvement of professional services consulting function

- Lead the ANZ consulting delivery team, accountable for team managers, to align to the Deployment strategy

- Develop a culture of customer focused delivery enhancing customer satisfaction levels

- Grow a centre of excellence for consulting delivery, with appropriate development and career path opportunities

- A member of the Deployment senior leadership team demonstrating clear leadership and collaboration

SKILLS & KNOWLEDGE

- Extensive experience in delivering high standards of professional services project delivery at scale in a SaaS business

- Extensive experience of owning and managing an effective and efficient consultancy practice, with a focus on P & L and optimized utilization metrics

- The ability to create strategies, implement them, track performance, and achieve set objectives.

- A strong leader with a proven record of driving customer satisfaction and enhancing customer experience

- Experience in leading teams within ANZ

- Influencing skills across a broad range and level of stakeholders

- Critical thinking skills and the ability to explore issues and problems in full to better understand them and then make rational judgements

- A strong background of experience driving change initiatives and leading continuous improvementsCustomer first focus with passion for delivery and engaging teams

- Self‑driven and focused on achievement of demanding goals and organisational change, while maintaining enthusiasm and drive

- Commercial mindset – focus on supporting client retention and revenue growth

- An inspirational leader who acts as a role model for their function

- Flexible and agile in responding to changing business requirements and dealing with ambiguity

- Experience of working in a matrix environment, influencing senior leaders through persuasion, negotiation and consensus building and driving change through a team and the impact of the function on the organization.

- Experience of setting up and leading customer facing professional services deployment teams working in an organization that is transforming, taking new products to market

About Us

- We unlock the possibilities of businesses through the power of people, science and technology.

- We started this industry of people insight more than 40 years ago and continue to lead the market with powerhouse product launches, ground‑breaking science and business transformation.

- When you inspire and transform people’s lives, you will experience the greatest business outcomes possible. SHL’s products insights, experiences, and services can help achieve growth at scale.

What SHL can offer you

- Employee benefits package that takes care of you and your family.

- Support, coaching, and on‑the‑job development to achieve career success

- A fun and flexible workplace where you’ll be inspired to do your best work (find out more LifeAtSHL )

- The ability to transform workplaces around the world for others.

SHL is an equal opportunity employer. We support and encourage applications from a diverse range of candidates. We can, and do make adjustments to make sure our recruitment process is as inclusive as possible.

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