Head of Delivery Services
Join Esri Australia as the Head of Delivery Services and lead our cutting-edge delivery organisation.
We are the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG) — the largest network of ArcGIS specialists outside the United States.
About the Role:
You'll be at the forefront of driving exceptional outcomes for our geospatial clients, ensuring their needs and expectations are not just met, but exceeded. Your leadership will be pivotal in achieving our ambitious services goals.
As a key member of our senior management team, you'll oversee the dynamic Professional Services and Managed Services teams, guaranteeing the efficient and effective delivery of top-tier geospatial services. Your role will also focus on fostering continuous improvement within the delivery organisation, working together with the Heads of Sales and Client Success to realise our vision of unparalleled client experiences and our commitment to a client-for-life philosophy.
Key Responsibilities:
* Lead the team in delivering exceptional, client-centric engagements, services, and GIS solutions. Cultivate a positive, high-performing and efficient work environment that aligns delivery and cross-functional teams with the company's values and objectives.
* Guide the team in balancing client value and profitability, ensuring services are delivered to the highest standard while meeting performance expectations, including revenue targets and profit goals.
* Develop and implement long-term strategies and initiatives to enhance service delivery excellence, boost client satisfaction, and drive sustained business growth. Draw on the Delivery Services Office to foster innovation and continuous improvement.
* Gain a deep understanding of key client accounts and foster strong relationships to ensure clients become advocates and references for our services.
* Facilitate effective communication and collaboration across all teams, ensuring alignment and transparency on all engagements so that clients receive the full value of the products and services they have purchased.
* Engage directly with executives and senior managers across the business to build strong, positive relationships and influence outcomes by managing expectations.
* Build the identity, reputation, and recognition of Esri Australia's delivery organisation within the market, client base, company and Esri distributor network.
About You:
We are seeking a strategic and commercially astute Head of Delivery Services with fantastic people skills to communicate effectively and build trusted relationships with diverse stakeholders. You will demonstrate a strong and confident presence that commands respect and enhances our reputation. With an improvement mindset, you will define and communicate our approach to continuous improvement.
To be successful in this new role, you will need:
* A tertiary qualification in business administration, management, or a related field.
* Significant (7+) years of experience leading and managing teams in the professional services industry.
* Strong commercial acumen and understanding of high-performing service organization processes, from sales to service delivery.
* Client-centric approach supporting Esri Australia's client experience vision and service delivery principles.
* Extensive experience communicating with senior stakeholders and facilitating cross-functional teams.
* Proven ability to influence priorities, reach agreements, and achieve success.
* Extensive experience managing complex projects (10+years) with project/program management frameworks and methodologies, with relevant certifications (e.g., MSP Practitioner, Scrum Master) and understanding of governance principles.
* Knowledge of the geospatial industry - whilst not essential - will be highly regarded.
* Permanent full time working rights in Australia.
* Attitude and behaviour align with Esri Australia's core values.
Why Esri Australia?
We foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:
* Empowered Flexibility: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
* Investment in your Growth: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
* Career Advancement: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
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