Job Snapshot

Sydney CBD
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Job Summary

General Description
The client Service Delivery function is an important role in the AG consulting services business. This function supports the consulting services organisation by managing our clients’ operational activities outside of sales and business development functions.
A successful Service Delivery team member’s responsibility include activities such as on/off boarding of consultants, reporting and metrics to support the consultant’s activities and issue resolution.
Below are key responsibilities of a client Delivery team member.

Client Relationship Management (Client facing)
• Perform issue management and facilitate issue resolution with proper notification to all affected parties.
• Understand client escalation protocol between impacted parties.
• Identify and coordinate the change request process.
• Perform periodic customer, project, and solution “health checks” with client project teams
• Maintain client relationship and ensure a high level of client satisfaction.
• Manage to Communication Plan that meets project and customer expectations.
• Understand and manage customer requirements (deliverables) to ensure contract compliance and customer satisfaction.

Resource Management
• Understand and manage Orientation process with consultants.
• Responsible for onboarding and offboarding consultants.
• Disseminating consultant tasks and responsibilities as they relate to assignments.
• Ensure Human Resources (HR) policies and procedures are communicated and executed according to client and Allegis consultant HR policies
• Communicate and/or track consultant requirement details as requested
• Manage the consultant on-boarding/off-boarding process
• Issue resolution as needed
• Performance tracking and reporting as requested
• Manage processes such as time submission and approval

Internal Process Ownership
• Prepare client account plans and articulate processes to internal stakeholders and consultants
• Participate in Account Strategy with internal stakeholders
• Develop and maintain project related documentation including processes, tools and procedures
• Maintain project artifacts on client MS Teams/SharePoint site
• Support other projects and/or Service Delivery team members as requested
• Ensure understanding of project vision as defined by customer business and technical requirements
• Understand the SOW/MSAs and the importance of meeting deliverables/expectations of the client
• Collaborate with Sales, manage project scope, and deliver according to the terms and conditions of the SOW/MSA.
• Contribute to building and maintaining the Allegis APAC Delivery Centre of Excellence, including training material, contract templates, internal and client report templates, delivery methodology, process repository, project dashboard and sales collateral
• Other duties as requested

Report Creation
• Manage revenue tracker
• Consolidate project status and budget information across project portfolio.
• Consolidate and provide project reporting regarding resources on engagement as defined by client via Monthly or Quarterly Business Reviews (MBR’s/QBR’s).

Requisite Abilities and/or Skills
• Excellent oral and written communication skills
• Analysis and problem-solving skills
• Time management and organisational skills
• Personnel management skills
• Demonstrated project data/ risk analysis and correlation/ mitigation skills
• Excellent customer service skills

Basic Qualifications
• Relevant Bachelor’s degree or experience is required
• Intermediate to advanced proven experience with both Excel and PowerPoint
• Financial management and reporting experience
• General understanding of project management fundamentals
• Previous experience in an Administration, project coordination or analyst role is required
• 1+ years proven experience in Consulting services and/ or IT environment
• General understanding of IT Environment and business acumen to allot for continual improvement throughout the delivery of services

Other Requirements
• This role may require light travel
• Personnel management or supervisor level experience a plus
• Industry certifications such as CAPM, PMP, CSM or other project-based certifications a plus