Senior Manager, Service Delivery

2 days ago

Sydney, New South Wales, Australia beBeeManagement Full time $180,000 - $220,000
Leadership Role: Senior Manager, Service Delivery

The role of a Senior Manager, Service Delivery involves overseeing the entire service delivery lifecycle, ensuring timely resolution of customer-reported issues. This includes coordinating technical investigations, handling partner concerns, and delivering Root Cause Analyses on critical issues.

The team is responsible for conducting Case Reviews, managing daily Issue Management, and collaborating with customers and teams to ensure timely outcomes. The focus is on providing transparency through personalized updates during critical outages, regular trend analysis, and ticket issue oversight to enhance customer experiences.

This position requires an experienced candidate with strong senior management background in technical support/success account management roles and proven customer-facing, and relationship management skills. The successful candidate will manage teams of professionals located in key markets across APAC, including recruiting, onboarding, and ongoing development responsibilities.

A large focus will also be placed on supporting the teams to provide updates and useful trends in issue resolution that drive customer solution stability and enhance the value customers place in premium services.

Key responsibilities include direct management responsibilities for all designated resources, team objectives, morale, and culture. Motivating the team to deliver exceptional customer experiences and value realization is also crucial.

Additionally, the successful candidate will set quarterly individual goals, provide ongoing performance feedback, and conduct formal performance appraisals. Attracting, hiring, and retaining top talent is essential for the success of the team.

Another important aspect of this role is evaluating measurement criteria to evaluate trends in team performance, including customer satisfaction, operating efficiency, event readiness planning, and customer retention.

Evaluating efficiency across the team by applying approved AI technologies, self-service tools, and promoting new skills through certifications and industry-based findings is also required.

Advocating for the team to drive global visibility and collaborate across boundaries on process improvements, customer concerns, and local business objectives is also necessary.

Finally, engaging in support of key accounts and critical issue management, attending customer service and business reviews, owning one or more global programs for the Support leadership team, and partnering with the Sales leadership team to align Support efforts to local sales and retention objectives are key responsibilities of this role.

Requirements:
  • Minimum of 10 years of people management experience in a fast-paced, enterprise level, critical software support, professional services or account management environment.
  • Strong organizational skills, capable of prioritizing, managing, multitasking, and completing projects across multiple functions.
  • Outstanding communications skills (presentation, written, and verbal) to interact with all levels of professional staff.
  • Ability to explain complex technical concepts simply.
  • Excellent problem-solving skills and ability to navigate complicated situations in a professional manner.
  • Experience in interviewing, coaching, and leading technical teams.
  • Proven ability to lead and manage remote staff.
Equal Employment Opportunity and Accommodation

The organization values diversity and inclusion in the workplace. We do not discriminate based on gender, race, color, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity, or expression.

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