Head of Client Delivery and Support

7 days ago

Sydney, New South Wales, Australia beBeeClientService Full time $150,000 - $208,000
Senior Manager Job Summary

We are seeking a highly experienced Senior Manager to lead our Support and Client Delivery team. This role will be responsible for driving exceptional client service across all areas, working closely with our General Manager and Specialist Wealth.

This is an exciting opportunity for a senior professional to take on a leadership role and make a real impact in our organisation.

Key Responsibilities:
  • Lead a high-performing team of Consultants, Service Delivery and Support professionals.
  • Build a culture that delivers quality service outcomes to clients.
  • Create and maintain the service strategy and drive ongoing service optimisation.
  • Identify and execute opportunities to improve the efficiency and quality of helpdesk and support processes.
Detailed Job Description:
  • Act as escalation point to resolve complex issues in a timely manner and implement prevention strategies.
  • Manage contract operations and financial performance while ensuring services are delivered within SLAs.
  • Coordinate resourcing, tracking and managing activities and deliverables to achieve outcomes.
  • Maintain strong client relationships, improve client satisfaction and align the service strategy to client needs.
  • Prepare statements of work for professional services engagements.
  • Monitor team billable utilisation and balance supply with client demands.
  • Manage financials for all projects, budget forecasting and P&L for portfolio of clients.
  • Support Sales team in responding to tenders and quote activities.
Requirements:
  • 5+ years of experience in a similar role leading client delivery and support services teams.
  • Experience in enterprise software implementations, business management, IT, systems integration consulting, and design.
  • Financial literacy with proven ability to manage costs to meet profitability targets.
  • Proven ability to effectively prioritise work while considering the impacts and needs of clients.
  • Strong understanding of client support processes, tools, and metrics.
  • Demonstrated ability to manage, lead, inspire, and develop high-performing teams.
  • Excellent interpersonal and communication skills, able to build strong relationships and influence stakeholders across all levels.

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