Director, Support (Health & Care ANZ)
Civica
- Sydney, NSW
- Permanent
- Full-time
- Plan, budget and coordinate the performance of the division’s support function, to consistently achieve customer satisfaction and operational support targets.
- Maintain familiarity with the changing technology and products that are supported for customers.
- Recruit and develops a high performing support team, providing opportunities for career and skills growth.
- Lead, direct and motivate the team in order to deliver support excellence and business outcomes to a consistently high standard.
- Define, manage and report on KPIs against support activities.
- Analyse support data to identify efficiencies and areas for improvement.
- Champion continuous process improvement and innovation in order to drive improvement in support KPIs.
- Delivering support excellence, increases customer satisfaction, retention and referencability.
- Work closely with other support leads to share and update support best practice in the wider organisation.
- Extensive operational leadership experience.
- 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.
- Highly analytical and data driven decision making, comfortable in utilising metrics and tools to inform decision making.
- Demonstrable organisational skills.
- Planning capabilities, both strategic and responsive.
- Experience with LANDesk (ticketing system), Salesforce, SharePoint, Power BI, MS Office, Excel, PowerPoint will be highly beneficial