AddressLocation: Work is what you do, not where you go. For this role, we are open to hybrid work and can hire anywhere in Australia
About the opportunity
The Director Services performs an engagement leadership and trusted advisor role with Dayforce's largest, most complex and strategic customers. During the program delivery / implementation phase, the Director Services is responsible for on-going executive and strategic relationships, overall customer governance across all functions and ensuring customers realize maximum value from their investment in Dayforce. The Director Services coordinates and delivers strategic complex programs which generally are a combination of multiple related projects designed to meet the customer's strategic objectives.
The Director Services has the experience, qualifications and business acumen to manage multiple large scale, high risk, global projects and programs that span organizational boundaries, include multiple business units and multiple service partners and vendors. They are able to work with key stakeholders to define and establish an appropriate governance framework that creates the foundation for achieving strategic objectives.
They are able to coordinate complex contracts with multiple Statements of Work with Dayforce as prime or a partner as prime. The Director Services maintains a global view of the customer engagement and is able to coordinate multiple teams to ensure a successful and high-quality delivery to the customer.
The Director Services is a strong team player who effectively works at all levels with our customers, partners and other Dayforce departments (Sales, Delivery, Product, Support), acting as a single executive point of contact. The Director Services resolves high-profile engagement and contract management escalations and informs C-level executives as necessary. The Director Services has a strong risk management orientation and is able to balance attention to detail with the overall goals of the engagement and customer. They are experienced at communicating with executives and maintaining ongoing C-level relationships to ensure alignment at all levels of the organization.
What you'll get to do
- Conduct due diligence/risk reviews on sales opportunities, sales proposals, services proposals, and client engagement delivery models
- Establish and maintain credible relationship with senior customer executives and form joint plan of action with key stakeholders (customer, partner, Dayforce departments)
- Assess, document, communicate and manage overall engagement-level risks. Work closely with the customer, partners and internal organizations. Oversee multiple client delivery engagements (3 to 5)
- Establish and maintain the governance model over the entire lifecycle of the client delivery engagement. Translate generalized customer business goals and objectives into concrete strategy and tactical delivery plans for the engagement
- Primary ownership of project Delivery - active involvement from Sales cycle through implementation and transition to Support team
- Evaluate complex issues and identify viable solutions that create successful outcome for the customer and Dayforce. Ensure active executive sponsorship from clients, partners and Dayforce.
- Work closely with the Program Sponsors and Steering Committees to facilitate decisions necessary for successful program delivery. Proactively build formal and informal communication/relationship with key stakeholders
Skills and experience we value
- 15 to 20 years customer relationship management experience in complex business and technology transformation initiatives
- Experience managing a portfolio of large strategic and global accounts (i.e. over 10,000 employees)
- Undergraduate university degree, preferably in commerce, engineering, information technologies, or equivalent combination of education/experience. Master's degree, preferably in commerce, engineering, information technologies or MBA is an asset
- Demonstrated experience leading cross functional teams
- Executive presence, executive relationship building, Strong customer focus
- Experience in managing project P&L
What would make you really stand out
- Strong leadership, people and stakeholder management skills and competencies
- Leading in a matrix organization and without formal authority
- Building a successful team, partnerships and networks
- Building trust and an effective communication cadence
- Solid experience in international implementations
- Travel requirement: up to 25%
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