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Director, Support Operations

2 months ago

Sydney, New South Wales, Australia Civica Full time

We're a leading provider of software solutions for public services, serving over 100 million citizens worldwide. Our mission is to empower governments, education, and healthcare institutions to deliver critical services effectively.

As a champion of GovTech, we're committed to leveraging technology to drive positive outcomes for citizens and public sector organizations. We're passionate about fostering a culture of innovation, collaboration, and excellence.

About the Role

As Director, Support Operations for Health & Care, you will oversee the support teams, processes, and technology that serve our customers and products within your division. You will work closely with your divisional Executive Director and Head of Support to drive strategic initiatives and achieve operational excellence.

You will lead a team of support professionals, collaborating with leaders across functions such as Service, Development, Product, and Central Functions. This senior leadership role requires strategic thinking, problem-solving skills, stakeholder management experience, and the ability to operate in a fast-paced environment.

In this role, you will:

  • Develop and implement support strategies to consistently meet customer satisfaction and operational support targets.
  • Stay up-to-date with the latest technology and products supported for customers, ensuring our support teams are equipped to provide exceptional service.
  • Recruit, develop, and retain a high-performing support team, providing opportunities for career growth and skills development.
  • Lead, direct, and motivate the team to deliver support excellence and business outcomes to a consistently high standard.
  • Define, manage, and report on key performance indicators (KPIs) against support activities.
  • Analyze support data to identify areas for improvement and implement process enhancements.
  • Champion continuous process improvement and innovation to drive support excellence and business outcomes.
  • Collaborate with other support leads to share best practices and drive organizational excellence.