AddressJoin the Tech Revolution at Objective: Where Innovation Meets Impact!
At Objective, we are passionate about creating innovative software that makes a difference to our communities. With a global presence spanning four continents, we're at the forefront of cutting-edge information and process governance software. If you're ready to blend innovation with a touch of professional charm, we invite you to join our diverse team.
Our role:
The Global Application Support& Managed Services Director oversees and aligns operations of the Global Customer Support and Managed Services. They develop and execute strategic initiatives to maximise customer satisfaction and the value our customers get from our solutions.
Responsible for strategic leadership and operational excellence, this role reports to the Vice President of Customer Services and involves people management responsibilities.
What your day will look like:
- Strategic Leadership - Develop, articulate, and deliver a strategic vision for the Global Customer Support and Managed Services teams whilst leading, managing, and developing a high-performing culture to deliver against our business objectives and ensure that team members are motivated and turnover is minimised.
- Operational Excellence - Ensure prompt issue resolution and customer satisfaction, driving a singular focus on #outstanding customer outcomes all the time. Oversee the day-to-day operations via people managers, ensuring efficiency, quality, and achievement of service level agreements (SLAs) and financial objectives.
- Client Relationship Management - Cultivate and maintain strong relationships with key clients to understand evolving needs, exceed service expectations and coordinate the pre and post-sales field support.
- Financial Management - Manage the P&L for Managed Services and Global Support.
- Performance Metrics and Analysis - Define and monitor key performance indicators (KPIs) to gauge the success and efficiency of operations and ensure the performance targets are achieved.
- Vendor Collaboration - Collaborate with vendors and third-party service providers to optimise resource allocation and cost-effective solutions.
- Training & Professional Development - Develop and oversee training programs to enhance the skills and knowledge of team members in both departments.
What skills you will need:
- Seasoned Support & Managed Service Leader who is deeply familiar with COTS software/Application Support and service delivery.
- Strong commercial acumen. Reasonable experience in managing P&L.
- Proven track record of driving great customer outcomes. Someone who cultivates substantial, long-term relationships with key customer contacts.
- Software vendor experience, with a good understanding of vendor SLAs, turnarounds, CSAT, and NPS.
- Strong understanding of SaaS, Azure, and AWS. Should have worked with cloud-hosted applications.
- Expertise in overseeing day-to-day operations, focusing on efficiency, quality, and SLA adherence.
- Excellence in managing global teams and ensuring effective problem resolution.
- Skilled in aligning departmental goals with overall business strategy.
- Public/regulated industry sector experience is highly desirable.
- Degree qualified in a Business Management or IT discipline or equivalent professional experience.
- An Australian Government Security Clearance of baseline or above is highly desirable for this role.
Our benefits:
- Adaptable work structure fostering balance.
- Experienced counsellors for valuable guidance.
- Cutting-edge tech tools enhancing productivity.
- Abundant learning resources to enhance your skills.
- Social gatherings to unwind and promote team bonding.
- We are an endorsed employer for all women. See our range of benefits directly at WORK180.
We're committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole selves to work each day. At Objective, we never discriminate based on any recognized characteristics or any other prohibited by applicable law.
To provide a positive experience, please advise our Talent Team of any adjustments required during the recruitment process so we can support you.
