Software Projects/Service Delivery Manager
This role is responsible for all aspects of the effective delivery of software projects and ongoing support services (Help Desk) to clients of Envizi.
Summary about this job
Management
Company: Envizi
Location: Sydney
Work type: Full Time
Salary: n\a
Phone: +61-3-1106-5429
Fax: +61-3-6285-2825
E-mail: n\a
Site: n\a
Detail information about job Software Projects/Service Delivery Manager. Terms and conditions vacancy
- Rewarding role with responsibility for all aspects of service delivery
- Make your mark in a small but growing company
- A chance to create success for yourself, Envizi and our clients
Envizi is a global tech success story. We are a Sydney born and bred software company that uses data and analytics to help our clients optimize the way resources are used in their buildings and businesses. We help build more sustainable businesses that are fit for future.
Join our dynamic team and help really make a difference to our clients' business performance and sustainability.
The Role
This role requires somebody to work with all parts of the Envizi business to ensure that Envizi and our services team in particular deliver value to our clients.
Service Delivery
Interact with the sales organisation to ensure effective scoping and pricing of engagements during the sales cycle
Maximise effective and efficient delivery of services engagements and the services team as a whole
Manage and maintain resource planning and allocation for all Australian based projects
Engage with product and development teams for delivery of project and support related requirements
This role is not only responsible for implementation services, but also has a mandate to proactively support our ongoing client success activities. This will include working with team members to develop services and best practices that will enhance the client experience, as well as engaging with clients on a regular basis to ensure they are obtaining maximum value from our solutions
Monitor and report on the ongoing performance of active services projects
Monitor help desk activity to ensure performance is aligned with our service level commitments
Is the escalation point for all client service related issues in Australia
Ensure best practices are adopted for all aspects of client service delivery and ongoing support
Identify opportunities for the development of new service lines that will improve client experience and contribute to revenue retention and growth
Contribute to and drive continuous improvement of our processes and practices
Work with international colleagues for resource planning and sharing and optimal use of resources to meet global client requirements
People Management
Line management of the Australian implementation and support team
Ensuring, on a regular and timely basis, the team is effectively motivated, managed, mentored / coached, and developed
Recruitment and retention of service delivery staff
Perform regular staff performance reviews in accordance with defined processes
The fostering of the Envizi culture and values across the team
You
You are likely to be a software project delivery manager in a similar role looking for a change where you have more responsibility and can make a material impact on the clients that you work with. You must be a proactive team player with excellent communication and consulting skills. You must be customer focused, take accountability for your work and not be afraid to challenge the status quo.
You will need these skills to get the job done?
Ability to manage and mentor resources of differing skill levels and experience
Must be able to develop great relationships with all types of stakeholders
Willing to roll sleeves up and get hands dirty when required
Expert at multi-tasking and keeping the bigger picture in view
Superior verbal and written communication skills
Commercially astute
Professional work ethic and high attention to detail
Market knowledge of the sustainability and energy management sector advantageous
Experience in a Software as a Service environment desirable
Ability to travel as required
Ability to work with clients at various levels of their organisation
Ability to provide a calming influence to clients who have experienced issues
Ability to work in a high pressure environment, and to deadlines
Exceptional customer service skills
Troubleshooting skills and logical thinking
Dynamic team player
Your background will include most of the experience below.
5+ years’ experience managing the project service delivery operations of a software company
Experiencing managing a program of work that can include ~60 concurrent small-medium sized software projects
Resource planning and management experience required
Experience implementing business software solutions such as accounting systems, reporting tools, CRM, or business intelligence solutions
Experience working in a combined direct client and partner channel model for service enablement, delivery and support will be highly regarded
Ideally will have had experience working with end-user, non-technical clients (as opposed to internal IT projects)
Experience managing a software help desk, including experience with best practices such as ITIL
Software vendor experience mandatory. This is not an infrastructure delivery role. Experience working in a software vendor company is required.
Energy/Environment industry experience (i.e. domain knowledge) a plus
Experience working in an Agile project environment
Formal qualifications will be well-regarded but are not essential
The Rewards
At Envizi we value a good work life balance and are focused on making sure that all of our colleagues are doing rewarding and meaningful work.
We employ smart people and enable them to make a significant difference to our clients and the environment through the work that they do.
Envizi is part of the dynamic community at the National Innovation Centre in Eveleigh. We are close to Redfern Station making commuting easy.