This company is the global market leader in timetabling and resource scheduling software solutions for Higher Education, Government and Private sectors.
This role is fully responsible for the company’s Consultancy and Service delivery, ensuring revenue and utilisation targets are consistently met on an international basis.
Activities focus on improving resilience and customer service and may include revenue collection, cost, customer account revenue and customer satisfaction objectives. The role holder capitalises on all opportunities to improve the overall customer experience and to own the overall service relationship on behalf of the company at mid to senior level within the customer business area.
The Delivery Manager will:
- Prepare, monitor and report against revenue and utilisation budgets for the operational units;
- Have complete delivery management,
- Implement, own and monitor KPIs for all operational unit staff
- Quality Management:
- Skills management
o Ensuring operational units have the availability and skillsets to satisfy customer expectations
o Ensuring effective working relationships, learning points and improvements are thorough and consistent with 3rd parties
o Motivating and encouraging consultancy business to strive for continual improvements in delivery, in both utilisation, quality, and value of delivery.
o Be familiar with Service Desk solutions, preferably Zendesk
o Be familiar with Project Management solutions, preferably Wrike
- Consultancy Product Development
o Responsible for Productising, Packaging and Formulating all consultancy packages.
o Experiencing with supporting Cloud based software solutions
o Standardising existing Consultancy Package offerings
o Working between Sales, Consultancy and Product Management to develop new Consultancy Packaged solutions for clients
- Deliver to emerging and existing markets for the company:- Middle East, China, Latin America, Europe, Australia, New Zealand
- Challenge and support Product and Sales Managers to consistently strive for excellence in company delivery.
The successful candidate will:
- Possess previous experience of delivering a multi-functional operational service
- Hold preferable experience in the education or timetabling sector
- Have proven success in budgetary control and operational excellence
- Be able to demonstrate success in Client Management, in particular for major large scale projects.
- Be educated to degree standard or an equivalent discipline or have the appropriate industry experience
- Be focussed on task completion, and working at a senior management level
- Be a people manager
- Be technically minded and customer focused
- Have knowledge of Cloud solutions and Cloud solutions delivery
- Possess experience in Delivery Services to new and emerging markets (China, Middle East, Latin America)
- Have additional language skills as a plus, together with direct client interaction globally
Closing Date: 31 July 2018