AddressJob Title- Professional Services Manager
Location- Melbourne/ Sydney
Department – Libraries and Education
Role Type- Full Time Perm
Role Purpose
To lead a team of consultants, trainers and specialists who are responsible for delivering successful projects and services to our customers across Australia, New Zealand and Singapore.
· This role is responsible for ensuring the team provides consistently high levels of customer service in a cost-effective manner to all customers.
· This role requires someone who is focused on driving our employee engagement in order to invigorate and drive increased productivity across the team.
· This role is key to generating and employing strategic initiatives aimed at increasing revenue and building efficient delivery models whilst increasing our service offering.
Requirements
Principal Accountabilities:
- Establish and refine efficient and cost-effective delivery processes using the Civica methodology, frameworks and performance indicators.
- Manage budgets and forecasts to ensure targets are met.
- Provide governance through quoting and end-of-month activities.
- Drive and support innovation.
- Support growth in your portfolio by building and maintaining the pipeline of work for the Service Delivery Team.
- Coordinate resource requests from other departments and establish working relationships with other managers across Civica.
- Drive staff engagement, manage team performance through objectives and ensure overall team success.
- Meet with customers to assess customer feedback and improve procedures accordingly to ensure that great customer service is provided at all times.
- Be a point of contact for both internal and external customers.
- Assist with new customer opportunities by providing assistance with tender responses, demonstrations, and other activities as required.
- Travel as required.
The duties and responsibilities of your role may change from time to time to meet the needs and requirements of the business.
Essential Competencies:
- A proven track record in resource management, service delivery and people management
- Experience leading, developing and managing a high-performing service delivery team.
- Strong understanding of how to source, analyse and work with data.
- Polished written and exceptional verbal communication skills: comfortable and confident when speaking with all levels of the business to understand business requirements.
- Analytical, reasoning and problem-solving skills.
Preferred Skills:
- Experience in customer relationship building or sales
- Delivery of software solutions to Libraries or Education Customers
Benefits
Why you'll love working with us
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
· We're all different - and we love this about us.
· We provide an inclusive, safe, and welcoming environment to all Civicans, new and old Focus on learning- there are heaps of opportunities to enable you to grow and be your best.
· Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
· Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
· Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
