Team Leader - Service Delivery (Housing)
Civica UK Ltd, Australia
Job Description
Position Name: Team Leader Service Delivery (Housing)
Location: Sydney/Melbourne
Skills: Excellent Presentation skills, Housing Experience, Attention to detail, great leadership skills
Description:
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local government to central [federal] government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Role Purpose:
To manage the Cx Housing Service delivery business to achieve revenue numbers and KPI’s in line with the agreed business plan target. This will include working closely with the Sales team and support team to drive the targeted outcomes.
A key objective will be the increase in customer satisfaction with service and consulting engagements reflected in the customer surveys and delivery of recognised revenue objectives for the team. You will also be responsible for ensuring we have capability in terms of human resource and infrastructure to achieve the desired outcomes.
Your responsibilities will include the implementation of initiatives to improve the delivery capability, increase utilisation, increase project profitability and reduce risk.
You will establish close working relationships with other business unit mangers within Civica with a focus on the Product, Support and Sales teams.
Role Requirements:
You are required to actively manage the services team and be accountable for the agreed revenue outcomes and performance KPI’s. This will include the development of business processes and approach in line with the promoted company standards.
You will be responsible for ensuring your team is adequately equipped to achieve their individual goals through appropriate training/education and the provision of tools (software and diagnostics) to facilitate the service provision tasks.
Manage and develop a team of service professionals with a comprehensive knowledge of solution elements to facilitate excellent delivery outcomes. The functional specialities within the team include Project Management and Cx Housing and Asset Management Consultants.
Foster and maintain effective communications with customers to optimise the Civica partner relationship model and provide customers better outcomes through the provision of:
- Clearly documented and communicated service agreements
- Services delivered on time and budget to agreed outcome
- Packaged services
- Preconfigured solutions using best practice principles
- Proactive communication process
You will provide appropriate feedback on all these areas back to the business.
You will work with the sales, support and development teams to ensure we are working collectively to deliver to expectation.
Key Performance Criteria:
- Achieve revenue and profit budget in line with agreed target
- Agree and communicate revenue targets for the team
- Achieve high customer satisfaction levels reflected in KPI’s measured through customer surveys and internal monitoring.
- Develop a library of leading practice business processes that can be subscribed to by customers
- Deliver all projects on time and within budget
- Make services available in a timely manner (less than 8 weeks)
- Work toward a target billable utilisation rate of 70%across the team.
- Work closely with the development and support to foster a team culture around shared outcomes i.e. refined support handover process, support blitzes
- Deliver to customers expectation in line with the SOW and Project Plan
- Maintain pre-config and associated documentation (including SOW and Configuration Spreadsheet)
- Continue to monitor and refine our service strategy to achieve the desired outcomes
- Build relationships with key customer accounts for reference ability
- Monitor and review strategies in this sector (locally and internationally) to ensure our offerings and delivery mechanisms remain