Director, Services (Health & Care ANZ)
Civica
- Sydney, NSW
- Permanent
- Full-time
- Plan, budgets and coordinates the performance of the division's services, to consistently achieve customer satisfaction, quality, operational and financial targets.
- Provide robust and predictable forecasts for services revenue and recurrings.
- Lead resource management activities including attainment of utilisation targets, delivering within cost budget
- Manage order book to maximise delivery, highlighting short and long term challenges.
- Lead direct and motivates the team in order to deliver service excellence and business outcomes to a consistently high standard, ensuring on-time delivery and quality.
- Devise and implement scalable strategies and delivery models to drive results around service quality and profitability.
- Manage end to end delivery plans for continuous alignment of services to the division and customer requirements.
- Champion continuous process improvement and innovation in order to provide the highest level of services, quality and value for customers.
- Anticipate future trends and customer need, building new service models to achieve desired outcomes.
- Work effectively with Services Central leadership thereof and with other division's Services Lead to drive the development of best practice and for deployment of "mutual aid" as required.
- Actively engage in any escalations ensuring effective customer liaison and decision-making regarding courses of action.
- Work closely with Sales to ensure customer priorities are met.
- Work closely with Product Leads to design the service implementation and Go-To-Market of new products and services.
- Develop Services value proposition.
- Extensive operational leadership experience.
- Demonstrable commercial judgement and acumen.
- Experience in managing complex teams including remote teams, providing leadership in an environment of ambiguity.
- Excellent communication skills, and the ability to effectively engage and influence stakeholders at all levels.
- Experience in leading a customer-facing business and relationship building with C-level customers.
- Extensive understanding of development lifecycle and delivery.
- Highly analytical and data driven decision making, comfortable in utilising metrics and tools to inform decision making.
- Demonstrable organisational skills within complex project delivery.
- Experience in collaborating with leaders across the division and wider organisation to deliver on business goals.
- Planning capabilities, both strategic and responsive.