Manager - CCM Delivery

We are seeking an enthusiastic and motivated Manager – CCM Delivery for our Client and Case Management (CCM) Delivery Team, 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.

This is a full-time permanent role based in either our Melbourne or Brisbane office (we are a flexible workplace).

About the role

This role will harness demonstrated experience and proven skills in program delivery leadership to support the ongoing program (projects and services) delivery for the Client and Case Management (CCM) Delivery Team, which is made up of project managers, consultants and report writers.

The CCM Delivery team is part of the broader Products, Services and Technology team, and works closely with the product manager, the managed application support team, and with the Customer Engagement Team (CET). CCM delivers on the Infoxchange mission of helping non-for-profits use technology effectively and easily. This includes ensuring our consulting team is capable of delivering high quality customers engagements that results in measurably improved business results for our government and non-government (NGO) customers.

Responsibilities include (but are not limited to):

• Manage the CCM project delivery team to ensure high quality customer projects, services and deliverables:

• Pro-actively manage, monitor, and uplift team capability by supporting staff members in project delivery roles using tools and processes provided by Infoxchange

• Ensure Infoxchange is identifying and capitalising on opportunities to improve existing skills and cross-skilling between teams where appropriate through capability and uplift programs

• Implement continuously better delivery processes and methodologies, and where applicable, collaborate on how we work to improve all Infoxchange’s customer delivery processes

• SaaS self-service customer success best practices

• Sector / client and case management roadmap etc.

• Take a lead role in measuring CCM performance:

• Lead the uplift of project delivery, operational performance and reporting across a program that includes billable time and utilisation reporting, improved project scheduling and health reporting, resource demand and capacity planning and revenue management

• Ensure that all customer projects are delivered within budget, scope and timelines

• Plan team resourcing in line with expected demand and existing commitments to ensure efficient utilisation of resources and services delivery

• Ensure team members consistently adopt and adapt ‘best practice’ delivery methods

• Ensure staff manage projects effectively to deliver agreed technical, business and budget outcomes

• Guide the team to achieve best practice knowledge and resources including internal documentation, user guides and training materials

• New Business Development:

• Contribute to new work for new and existing customers in collaboration with the Technical Presales Lead and customer engagement team

• Contribute to the development of skills in pitching and bid management methods

About you

• Have demonstrated experience improving processes and implementing project management methodologies
• Be an experienced leader of project professional and technical staff in a delivery environment servicing multiple customers concurrently, with the requisite skills in scheduling, prioritisation and conflict management
• Applied knowledge of SaaS product implementation practices, and the ability to provide implementation oversight as follows:
• Business development and presales coordination and support
• SaaS project delivery experience; including proven success delivering phased consulting engagements including discovery, requirements gathering, analysis and design solution consulting, product implementation including complex configurations and migrations as-built documentation, training, and transition to support management
• Advanced experience as a product project delivery professional including setting and managing customer expectations, scope management, providing authoritative advice and guidance on delivery, and collaborating with project managers and other skilled professionals to deliver holistic solutions and outcomes
• Customer success process management knowledge
• Cloud hosting infrastructure (AWS etc)
• Ability to provide professional support and direction to a diverse team of skilled professionals that together contribute to the end-to-end successful delivery of customer engagements, including the client and case management product manager, the customer engagement team, the application support team and other development and delivery professionals across Infoxchange
• Working knowledge of SQL and JavaScript/JQuery is desirable
• Be enthusiastic and willing to demonstrate a highly affiliative and self-actualising approach to interpersonal communications
• Be passionate about delivering high quality, cost-appropriate solutions for non-profit organisations
• Be able to engage with senior business stakeholders, and technical and non-technical staff of all levels
• Excellent written and verbal communications skills
• Must have valid full working rights in Australia

What we offer

• A base salary of $120k 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 Group is a not-for-profit social enterprise that has been delivering technology for social justice for over 30 years. With over 180 staff across Australia and New Zealand, 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 25,000 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.

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.

Infoxchange Group 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 2023 Circle Back Initiative Employer and commit to respond to every applicant who applies to work for Infoxchange.