Service Delivery Manager
1 month ago
Head of Digital Client Service Delivery
Location: Remote
Job Level: Senior Manager
Business Area: Head Office Functions
Contract Type: Permanent
As the Head of Digital Client service delivery you will be instrumental to introducing third party software with our existing client platform, Cozone, into the business. You will work across multiple service offerings to create a best in class digital journey for our clients, being an advocate for change, supporting KPIs and managing the strategic partnerships with the digital accounting suppliers. As part of the Data and process team you will report to the Head of Process improvement to create a digital strategy which connects to the group wide initiatives and aids other teams such as service lines, data and operations. Understand the digital suppliers and market leaders for the accountancy profession and leverage these insights to lead, develop and deliver our UK digital strategy and align the strategy with the overall global digital strategy.
Understand the client services and personas, their common and separate needs to advise the UK product manager on their roadmap.
Understand the reporting and KPIs relating to digital strategy and how to achieve them.
Work with key stakeholders, such as product management, continuous improvement and IT to help to deliver the roadmap including new digitally enabled products and services and the digitisation of existing services as appropriate.
Be an advocate for change to digital enablement both internally and externally.
Collaborate with the Marketing Team to position Azets - internally and externally - as a market leader of digitally enabled client services.
Work with the Service line heads and service line technology leads to strategically manage key 3rd party software relationships that underpin our digital client service. Identify synergies to the digital strategy and tilt where needed.
Take ownership of the external service accounting software including the commercial business case, pricing and ROI which aid the digital strategy at regional and global, working with the product manager for client integration.
Be a key player in digital change such as new products and services directly to market with an aim for rapid growth.
Participate in ‘build/buy/acquire’ decisions to further enhance the Azets digital offering in a commercially astute manner.
Understand the different third party digital supplier relationships and how these can benefit our client service offering. Increase usage in Cozone, create a digital journey from lead to upsell and cross sell with clients. Engage the business to use these digital products and provide insightful feedback from their clients.
Qualification or experience in successful development and market launch of digitally enabled services and products
Flexible attitude and willing to perform varying duties depending on the shifting needs of the company and its staff members
Extensive experience within a tech-enabled professional services business would be preferred but is not essential.
Ability to act as a credible representative of the Company at all levels with the ability to communicate and deliver the digital strategy
High level of emotional intelligence, with the ability to gather information accurately, influence effectively and negotiate to achieve the best possible results
must have the credibility, intellectual and operational grip to gain immediate respect with the leadership team and shareholders
Be able to react well to high pressured, occasionally emotional situations. Exceptional analytical skills and effectively leverages data to inform opinions and solve problems
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