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February

Practice Manager- Cx Technology

Datacom - Sydney, NSW

IT
Source: uWorkin

Source: uWorkin

JOB DESCRIPTION

  • Design and deliver CX Technology programs of work, involving customer experience technology solutions across a number of technology stacks
  • Lead a tightly aligned, culturally diverse and high performing team !
  • Opportunity to work with Australasia's leading IT & Outsourcing provider. We are flexible with the location and the role can be based anywhere in AU/NZ!



Our Purpose


The Datacom Connect business provides front line customer experience, contact centre services and technical solutions to our clients. Our vision is to design and deliver meaningful, efficient and effective customer interactions, putting us at the cutting edge of service delivery and CX.

About the Role and Team


The Practice Manager, CX Technology will be responsible for the strategy, design and delivery of CX Technology programs of work, involving customer experience technology solutions across a number of technology stacks, and the operational and commercial success of the practice on behalf of Datacom Connect and relevant Clients.

This role will direct a team of CX technology professionals as well as the associated project streams and resources to achieve agreed outcomes, working with internal, supplier, and client stakeholders to agree those outcomes and deliver the associated program of work(s). Key technology offerings including telephony platforms, CRM, virtual assistants, automation, visualisation and reporting platforms and various integration technologies.

Our team is made up of tightly aligned, culturally diverse, autonomous professionals who pride themselves in being good team players. We work from different geographies with a hybrid working approach and give of our best time and talents to our team and customers. You will have a passion for delivering world class technology solutions and have flexibility in your approach. You will thrive in the role if you are a self-starter, highly energetic and a naturally curious person!

This role can be based anywhere in AU/NZ and will report to the Head of CX Technology.

What you’ll do

  • Provide strategic leadership, guidance and management oversight of the CX Technology capability and its members whilst planning, scoping and delivering end to end projects and programs in association with senior leadership stakeholders
  • Lead the CX Technology (CXT) LOB with a team of engineers, prof services and pre-sales solution experts
  • Manage the CX Technology (CXT) function to ensure required governance and reporting
  • Deliver programs and projects as well as technical and business improvement outcomes to both Clients and Datacom
  • Contribute to pre-sales process with solution design, case studies and development of highly customised content to meet specific customer needs
  • Be responsible for growing the client relationships further to increase breadth and depth of service offerings, leveraging the wider Datacom capabilities 
  • Analyse budgets/revenue targets (P&L) and associated metrics

What you’ll bring

  • Advanced understanding of CX Technology market
  • Advanced understanding of CX and Contact Centre business and operations management principles
  • Excellent communication skills, particularly written and presentation skills
  • Strong numerical skills and financial acumen to lead complex calculations for pricing and data analysis
  • Unrelentless, obsessive customer focus – ability to design and deploy process that keeps the customer at the heart
  • Ability to develop strong relationships with key contacts across the organisation, within the industry and within the client base
  • Ability to manage and lead change within an organisation and team in order to meet business goals and objectives
  • Advanced user of Microsoft office suite with particular aptitude in Project (or similar) Excel, Power Point and Word

About Datacom

Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in.

We have over 6,500 people across our global offices and generate an annual revenue of over AU $1.1 billion annually. This makes us one of Australasia’s largest professional IT services companies. We are committed to hiring, developing and promoting diverse talent.

Datacom has extensive expertise in the operation of contact centres, data centres, engineering and application management, as well as payroll and customer service design and operations.

Founded in 1965, we have a successful trading history of consistent growth, profitability and a track record of delivering innovative, cost effective technology solutions. We are local at heart, yet world-class in capability.

The Benefits

Datacom offers a complete employee life cycle: from flexible working arrangements, inspiring leadership programs, development opportunities through to corporate wellness programs and a passion for the importance of work life balance.


If this sounds like your next challenge, we would love to hear from you.


Our future looks bright. And so can yours. If you're ready to make a move, we're ready to talk.