Client Service Delivery Manager

illion Australia Pty Ltd - Melbourne, VIC

IT
Source:
uWorkin

JOB DESCRIPTION

Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion is headquartered in Melbourne with offices in all major metropolitan cities across Australia and New Zealand. Our team work with leading brands in our region to bring data &
analytics to life.

How you'll make a difference

In this role you will be obsessed with client success and advocacy.

The Client Service Delivery Manager is responsible for maintaining strong client and stakeholder relationships and improving service delivery to our clients to maintain high levels of satisfaction.

It embraces both administrative and technical roles in bridging the gap between teams across illion to resolve challenges experienced by clients in a timely manner.

The role is responsible for fostering strong relationships with clients, regularly communicating and reporting on service levels and service impacting events. It takes ownership of incidents, issues and problems for all client facing related actions coordinating with parties involved in the restoration and resolution activities.

Reporting to the Manager - Client Services this role provides subject matter expertise on the appropriate practices required to continually improve and grow our organisational maturity as we strive to consistently deliver exceptional client experiences in business-as-usual operations.

It requires a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services.

With everyone working together we will uplift our effectiveness as an organisation for both our people and our clients.

The value-add things you'll be doing

• Establishing and maintaining strong relationships with key client stakeholders.
• Understanding client needs and expectations to ensure service delivery aligns with their requirements.
• Facilitating effective communication and collaboration among stakeholders to ensure timely and accurate communication with clients.
• Ensuring that all client communication channels are optimised and functioning well.
• Monitoring and managing service delivery performance against SLAs and KPIs.
• Identifying areas for improvement and implementing initiatives to enhance service quality and efficiency.
• Ensuring timely resolution of client issues and escalations, maintaining high levels of client satisfaction.
• Continuously evaluating support processes and procedures to identify opportunities for optimisation.
• Implementing best practices and standard operating procedures to streamline service delivery.
• Driving initiatives for automation and efficiency enhancement within the support function.
• Preparing and presenting monthly reports on support performance, highlighting key metrics and trends.
• Conducting in-depth analysis of support data to identify root causes of issues and opportunities for improvement.
• Acting with a sense of professionalism and urgency to continuously advance services towards optimum delivery and grow client confidence and satisfaction in the illion brand and capabilities.
• Developing and maintaining a positive service delivery culture built around robust processes, procedures, policies, governance, etc. championing continuous improvement initiatives across the team to regularly refine processes, methods, and practices.
• Collaborating with other departments such as product development, sales, and delivery to ensure alignment of support services with overall business objectives.
• Acting as a liaison between support and other departments to facilitate communication and problem-solving.

Qualifications

The experience and qualifications you'll need to be successful

• Proven track record and background of working in service delivery management.
• Demonstrated ability to build strong networks and influence across teams and with stakeholders.
• Exceptional ability to communicate and foster positive relationships.
• Strong organisation, problem solving and presentation skills

Key skills and attributes that will set you up for success

• Excellent leadership skills to guide and motivate team members providing clear directions and inspiring collaboration and teamwork.
• Goal and value outcome oriented promoting a culture of continuous improvement and innovation.
• Excellent communication, interpersonal and commercial acumen skills to build and maintain relationships with clients.
• Growth mindset
• Excellent attention to detail with a solution-oriented and client-centric approach
• Excellent analytical and problem-solving skills and proven ability to use insights and learnings to better inform decision making and to think critically and make decisions quickly to address service-related challenges.
• Positive, inclusive, and innovative thinker that can inspire people to optimise business outcomes.
• A good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
• Ability to work successfully with ambiguity and successfully inspire teams to meet multiple deadlines in a fast-paced work environment

Additional Information

Some of our perks

• Flexibility and Remote Working Options
• Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
• Novated Leasing and Corporate Discounts (ie. Health Insurance)
• Education Assistance and dedicated time for professional development as part of your role
• Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships.

illion's values

Wonder what if

We wonder on many levels. About ideas. And about how others see them. We listen with curiosity. Obsess the numbers. And embrace new ways to make data, make a difference

Everything we do is built on integrity. We hold ourselves to high standards. And higher principles. We act with good intentions. Taking every opportunity to be that little bit better.

Human. Kind

People are the hart of our products, processes and culture. Our relationships are a gift. We're inclusive. Measuring the impact of our actions on other's first. Kindness and humanity prevail.

We all add up

We work wonders when we work together. Our diverse perspectives and backgrounds make us greater than the sum of our parts. We're one team, where every single one of us counts.

How to Apply

To apply, please click "
Apply Now"
button and we will be in touch shortly.

Due to the sensitive data that illion works with, employment at illion is subject to employees having full working rights for Australia and/or New Zealand and successful completion of a Criminal Record Check.

Here at illion, we value diversity and inclusion and believe that we are able to grow and learn better together with a diverse team of employees. By joining illion you'll be part of an inclusive culture that celebrates a diversity of cultures, skill sets, educations and opinions. People from all culturally diverse backgrounds including Aboriginal &
Torres Strait Islander Peoples are encouraged to apply.

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