Head of Professional Services

Get to Know Us
Imagine joining an organisation that has a flexible working culture and an award winning brand That’s exactly what you will get when you join Centorrino Technologies. Our values, our people, our brand and our customers mean everything to us.
Here at CT, we put a lot of effort into delivering the best customer experience of any managed ICT provider in Australia. Our mission is to give people the power to utilise technology in a meaningful way that helps them accomplish their goals. Through our family of products and services, we're building a different kind of company that is obsessed by the continual improvement of the customer experience, removing friction experienced by our customers every day.
We work pretty hard at CT, but that doesn’t come without a little play. Here’s a taste of our Employee Value Proposition:

- Work a hybrid option
- Training and development - We offer heaps of courses, certifications, and coaching
- Wellbeing Subsidies - Discounts with your gym, yoga, pilates memberships
- Mac or PC? Your choice
- Cost Price Tech - CT discounts
- Events, Events, Events for everyone
- 3pm snack trolley - A cart of goodies with lollies, fruit and other snacks will make its way around the office at 3pm daily
- Everyone has a very personalised career and learning plan. Our commitment is to help you to become the best you can be.

The Head of Professional Services is a key role in our business; with a major focus on business growth. You will spend your busy days working on Business Development, Account Management and Team Leadership; contributing to CT's exciting growth.
The role is strategic and operational - you will oversee and own the ultimate responsibility for our Professional Service product offering, whilst driving efforts to sell and deliver IT services.
Fundamentally, we want to delight customers at every touchpoint and ensure that their choice in selecting CT is continuously re-affirmed throughout their contractual period.
As a member of our Product Leadership Team (PLT), the role reports directly to our Chief Product Officer. You’ll have a great remote team reporting into you - talented team members representing CT on client sites - and will thrive on your positive leadership style.
The Head of Professional Services primarily focuses on the following:

- Owning the Professional Services strategy with a focus on the delivery of excellence, growth, innovation and margins.
- Ensuring the market competitiveness of our Professional Service products.
- Interfacing with customers and prospective customers to build relationships and secure business.
- Customer Satisfaction is one of our organisation’s most important metrics. Essentially, your team will deliver a high quality and highly valued professional service, whereby our customers rave about our service levels.
- Fostering a high performing culture with your remote team, consisting of accountability, motivation, enjoyment and results.
- Ensuring that our contractual obligations are met.
- Ensuring that our Professional Service offering is best in class - performing through strong revenue growth, high margins, team member satisfaction and customer advocacy.

To achieve these primary focus areas, the following initiatives are required:

- Develop and execute a Professional Services Strategy which focuses on acquisition of customers and extension of existing customer spend.
- Collaborate with internal and external stakeholders including customers, vendors and internal peers to develop strong and authentic relationships built on trust and results.
- Identify process improvements, automations and other innovations which can be implemented to improve customer experience, increase team retention and improve margins.
- Review and assess the existing Professional Service offerings and ensure these are market competitive.
- Maintain authentic and strategic partner relationships with customers, internal team, vendors and the wider network at various levels.
- Provide vendor, partner and stakeholder relationship management including the monitoring and maintenance of outsource agreements to agreed service levels and time frames.

You will come to us with:

- An excellent track record in the growth and delivery of a Professional Service - commercial results achieved, high customer satisfaction, high team retention and excellent team engagement.
- Confidence with business development and account management.
- Technical understanding and aptitude
- An inspiring leadership style - ability to coach; and demonstrate your teams’ capability uplift with you as their leader.
- Solid commercial acumen - able to manage the revenue and margins with accurate reporting - successfully meeting targets.
- Outstanding presentation skills - ability to deliver inspiring material to customers and the team.
- Ability to positively influence and communicate across the business and with external stakeholders.
- Commitment to operational excellence. - a