Manager, Service Delivery Management

Job Overview

This position is part of Intuit Australia's world-class Sales organisation supporting the Global Business Solutions Group (GBSG). You will be leading a service delivery team to support the success of accounting and bookkeeping firms (collectively ‘advisors’) as they navigate digitisation strategies for their business and their clients. The Service Delivery Team is responsible for technical presales as well as the post sale migration of accountant clients onto the QuickBooks platform. They will be required to troubleshoot complex issues impacting the migration and customer experience. Works to resolve all escalated technical issues and verify customer satisfaction with the resolution. This role will be both internal and external customer facing. This candidate also helps run experiments and projects that provide insights on customer behaviour to allow us to continuously improve customer experience end to end. This is a people management role ideally suited to experienced service delivery leaders.

Intuit is built on customer driven innovation, and have been at it for more than four decades. We don't stand still. As the world evolves, so do we – inventing new solutions to solve important problems, perfecting those solutions, and delighting our customers. The breadth and depth of these customer-driven innovations mean limitless opportunities for you to turn your ingenious ideas into reality at Intuit. We embrace creativity, value rapid, data-backed experimentation, and understand that failure is often a precursor to success. Our employee well-being is fundamental to our culture and our success and “employee first” lies at the heart of our decision-making framework.

Responsibilities

• Own AU SDM strategy and process improvement projects, work closely with internal stakeholders to drive customer retention.
• Lead and manage AU service delivery team to provide seamless onboarding of accountants new and existing onto QBO delivering an experience so profound that customers love using our products and services, and actively recommend them to others
• Identification of growth opportunities and communication to AU leadership team, lead business transformation projects
• Hiring and developing the SDM team that builds innovative solutions to address customer’s problems.
• Supporting the Business Development Managers and internal Account Managers by providing consultative support to accountants
• Liaison between internal sales teams and external customers
• Create onboarding plan and communicate to relevant internal and external stakeholders and execute to timelines
• Work across multiple internal and external customers and raise any issues immediately
• Develop proficiency and knowledge of Intuit’s products and solutions.
• Apply systems and process thinking to design solutions to solve customer problems

Qualifications

Innovate and Simplify: It's not our Customers' job to innovate for themselves. That's our job. They have their own jobs and their own customers who they should be innovating for.

• Challenges "the way it has always been done", open minded
• Identifies opportunities to increase efficiency and simplicity

Earn Trust: Leaders trust others on their team and across the organization to delegate effectively and earn trust in others through sound decision-making/judgment.

• Inspires the confidence and trust of others
• Maintains a high standard of personal integrity
• Delivers on commitments

Dive Deep - Leaders operate at all levels, stay connected to the details and audit frequently and deeply. No task is beneath them.

• Clearly defines complex issues despite incomplete or ambiguous information
• Identifies underlying issues and root causes of problems
• Weighs up pros and cons of different solutions

Ownership/Win Together - Leaders are empowered to respectfully challenge the decisions and directives of other owners, especially when those decisions and directives conflict with our mission and values

• Understands what is business critical
• Focuses on what is best for the business
• Respectfully challenges decisions of others

Deliver the Right Results- Leaders keep their teams focused and motivated in order to deliver the right results. Despite setbacks, they maintain focus, rise to the occasion and never settle.

• Set and communicate the “critical few” priorities for the business
• Hold individuals accountable for both what they do and how they do it
• Monitors and communicate progress frequently

Be Bold - Leaders create and communicate a bold direction that inspires results. They think differently, take risks, challenge others to do the same, and champion visionary ideas.

• Creates strategies to balance short-term requirements with long-range business plans
• Considers industry, market, and other external business factors when making bold bets and decisions
• Creates an environment that encourages innovation and calculated risk taking

Be Decisive - Leaders are decisive and garner respect from their teams as a result. They’ve got strong business judgment and good instincts that inform their decisions that are always in the company’s best interest.

• Makes decisions based on strong business logic, rationale and judgment
• Drives toward problem resolution despite ambiguity or uncertainty
• Makes timely decisions, balancing analysis with decisiveness