Location:Canberra ACT
Company Name:Deloitte
Job details
Other (Consulting & Strategy)
Full time
Great Salary + Benefits + Discounts on Offer
Our Engineering as a Service (EaaS) Practice consists of a diverse mix of skilled and experienced managed services personnel providing differentiated DevOps and Cloud support services for leading edge technology transformation projects in steady state.
The Deloitte EaaS team is responsible for providing our clients with the highest level of customer support services by using modern service management frameworks and leading operational tooling.
Job Description/Overview:
Our business is growing and we’re on the look-out for a Customer Success Lead to join the team. The role includes a focus on Service Delivery including Service Management, reporting, and managing work loads of cross functional teams.
Key Responsibilities
- Coordinating cross functional service delivery teams to provide high quality Customer First work to a portfolio of clients within Australia
- Service Management and operational health
- Client Relationship Management: Develop and maintain strong relationships with key customers, acting as their primary point of contact. Understand their needs, business objectives, and challenges to provide tailored support and solutions.
- Assisting with Governance, Risk, and Compliance activities
- Contractual/commercial oversight of client engagements
- Facilitation of key client meetings to discuss overall engagement successes, operational progress, issues, and risks
- Developing strategic, operational service delivery and ITIL process maturity via continual service improvement
- Client Retention and Growth: Proactively identify opportunities for client growth and retention. Work with clients to develop and execute success plans, ensuring they derive maximum value from our offerings.
- Performance Metrics: Track, analyse and report on key performance indicators (KPIs) related to client success, such as customer satisfaction scores (CSAT). Use data insights to inform strategies and actions.
- Issue Resolution: Handle escalated client issues and complaints, working cross-functionally with other departments to resolve problems promptly and effectively.
- Assisting to manage the financial performance of client engagements and associated invoicing.
- Input and assistance in other areas such as Service Catalogue and Portfolio Management, Contractual Management, Risk Management, Incident and Service Request Management, Availability Management, Reporting, standardization of assets and collateral.
Qualifications needed
- 5-7 years of service management/delivery experience in the managed services/ service operations
- Exceptional stakeholder management skills
- Strong time management skills
- Strong written and verbal communication skills
- Exposure to Service Management and/or Project Management frameworks including Lean, Prince2, ITIL4, IT4IT, Six Sigma, etc.
- Understanding of Agile ceremonies, scrum methodology and DevOps concepts
- Good problem-solving skills, with a particular focus on working around blockers
- Experience with cloud technologies and terminology is beneficial
Experience:
Not Stated
Skills:
Your relationship management skills are second to none, and you excel at stakeholder management and in particular managing expectations.
How to Apply:
Not Sated
Additional information:
We’re committed to continually building a safe and respectful workplace, where all our people feel appreciated and accepted. Through the creation of endorsed employee-led diversity networks which promote cultural, disability, LGBTI+, Aboriginal and Torres Strait Islander people and gender equality, we’re leading the way to shape an environment where everybody can thrive.
Who can apply:
Due to the nature of the clients this role will be working with, you must be an Australian Citizen and must be willing to undertake the Australian Government Security Vetting process.
Job Link:
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