Head of CCM Delivery

We are seeking an enthusiastic and motivated Head of CCM Delivery to bring to life Infoxchange’s mission of Technology for Social Justice.

Infoxchange is a social enterprise where diverse, smart and passionate people embrace the power of technology, to improve social justice outcomes and enable others to feel supported to belong and thrive.

About the role

• Your key responsibility is to ensure a high level of quality delivery, through leading a multi-disciplined team, for our Contact and Case Management Product. From proposal development to onboarding of new clients, provision of support services and consulting, for configuration and feature adoption in line with our obligations and value proposition;
• The scope includes the provision of Pre-sales, Professional Services and Application Support;
• You will provide direction and support to the teams, to ensure migration projects and support services are delivered on time, within budget and to the expected quality standards;
• In consultation with your team, you will get to design process and product improvements to drive efficiency and improve service outcomes for our clients.

This is a hybrid position which may be based in either our Melbourne or Brisbane offices.

Key duties and responsibilities

• Serve as an escalation point for client issues and ensure that risks are actively managed;
• Lead a dedicated group of team leads to achieve financial operating targets;
• Provide input into the product strategy roadmaps leveraging insights from client engagement and feedback;
• Ensure consistent delivery of client projects, aligned to the product strategy and expected standards;
• Track and report on cost/revenue forecast to targets, and associated actions;
• Collaborate closely with peers across the organisation to support ‘One IX’ to our customers and stakeholders;
• Compliance to agreed standard methodologies, processes and tools, and lifecycle planning thereof;
• Identify, manage and resolve complex issues with teams, minimising escalations and client impact;
• Contribute to the sustainable growth of the Contact and Case Management business and it’s team;
• Directly engage on large opportunities, tender responses and discussions with potential future clients.

About you

• In-depth knowledge of Contact and Case Management, within the NFP sector;
• 5+ years leading multiple teams to success;
• Experience in financial management and control;
• Strong people management skills;
• Clear focus on driving Customer value;
• Good business acumen, able to engage with clients in win/win conversations;
• Ability to adjust to shifting demands, ambiguity and rapid change.

What we offer

• A base salary of $150k plus superannuation and 17.5% annual leave loading.
• Salary packaging benefits to reduce your taxable income to put more money in your pocket (check out cbb.com.au)
• Other additional benefits.

We’re passionate about taking care of our employees, so working with us means that you will also enjoy:

• Flexible work arrangements (including hybrid working)
• Additional leave provisions (paid parental leave supplement, annual leave loading)
• Health & wellbeing program
• Benefits for new parents
• Great learning and development opportunities
• Employee reward and recognition program
• Carbon neutral offices
• Public transport discounts

Plus, at the end of the day, you can feel good knowing you’re working for an organisation that contributes to a fairer society. Can’t beat that!

Who are we?

Infoxchange is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With 160 staff across Australia, we tackle the biggest social challenges through the smart and creative use of technology.

We work with community, government, and corporate partners to solve issues around homelessness, family violence, mental health, and disability, as well as supporting Indigenous communities, women, youth, and families.

Our products and services are used by over 35,000 organisations across the community sector. We provide the right tools to improve efficiency and deliver greater impact – from nation-wide service coordination systems to IT advice for individual organisations.

And through our work in digital inclusion and social innovation we use technology to empower people experiencing disadvantage, driving social inclusion, and creating stronger communities. We believe no-one should be left behind in today’s digital world.

Read more about Infoxchange in our annual report at www.infoxchange.org

Infoxchange is committed to growing teams with diverse skills, abilities, and experiences. We welcome applications from people of all ages, abilities and cultures, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, people living with disability, people from the LGBTQI+ community, parents and carers.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.