Director, Support - Sydney, Australia - Civica

Civica Sydney, Australia

5 days ago

Full time

Description

We're Civica and we make software that helps deliver critical services for citizens all around the World. From local government to central (federal) government, to education, to health and care, over 5000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work across the globe supporting the needs of citizens and those that service them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we're passionate about what we do and the citizens we help to serve. If you too would like to champion the use of technology in public services, to improve outcomes for citizens and public sectors organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

About the Role

As Director, Support for Health & Care you will be responsible for the support teams, process and technology that services the customers and products within your division. You will be working closely with your divisional Executive Director and Head of Support.

You will be lead a team of support professionals collaborating with leaders across functions such as Service, Development, Product and Central Functions. This is a senior leadership role that requires strategic thinking, problem solving skills, stakeholder management experience and an ability to operate in a fast-paced environment.

In the role you will

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.

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