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Critical Communications Transformation Leader
2 weeks ago
This leadership role oversees the service management function for a critical communications team. The successful candidate will lead business-as-usual efforts and drive transformative change to optimize processes, customer engagement, and deliver on new customer contracts.
Key Responsibilities- Contribute to setting strategic goals, priorities, and KPIs for the Critical Comms Team.
- Support the Head of Critical Communications in managing the Profit Centre to maximize revenue and maintain budget within delegated authority.
- Work closely with the Head of Critical Comms to support greater integration into the broader business where possible.
- Lead activity and focus in BAI Critical Communications to deliver on customer outcomes and exceed customer expectations.
- Own the Customer Relationship – working closely with the Customer Service Manager to ensure that the team continues to understand the needs of the customer and establishes relationships with potential new customers.
- Represent the Business at various internal and external Boards and meetings in accordance with the Critical Communications Governance framework.
- Achieve and maintain a high level of customer satisfaction that protects existing business and builds new growth opportunities.
- Appropriate tertiary qualifications desirable, including relevant qualifications in Business, Telecommunications, and/or Engineering.
- ITIL qualification where possible with proficient ITIL Service Delivery knowledge.
- Minimum 5 years' experience of Customer Relationship management in a complex, service provision or business-to-business environment.
- Telecommunications technical experience well-regarded.
- Exemplary leadership experience in developing and managing relationships across all levels of a client organization.
- Expert planning and customer service management skills, including knowledge of and experience with CSM tools and techniques.
- Advanced problem-solving and solution development skills.
- Solid financial/budget management skills.
- Forward-thinking decision-making, influencing, and team leadership skills.
- Strong knowledge and experience of Public Safety communications technology knowledge.
- Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment.
