Chief Service Delivery & Customer Experience

Visory; Melbourne; On-site; AUD 180,000 - 280,000; Full time

Job summary

Visory is seeking a Head of Service Delivery to lead our AI-native services operation, overseeing the teams that run the finance function for customers across multiple markets. You will define service standards, drive customer delight, and ensure delivery excellence at scale as Visory grows through organic and acquired capabilities.

You will shape how delivery runs, measure outcomes, and partner with Product and Engineering to land practical gains in the business.

Qualifications

• Experience in payroll, bookkeeping, accounting or another professional service.
• Experience integrating acquired teams or customer books into one operating model.
• Experience leading distributed teams across time zones.

Responsibilities

• Lead service delivery across Visory. Set the strategy for how we serve our customers and own the outcomes: customers delighted and retained, work delivered to standard, and margin delivered to plan.
• Make Visory the finance partner customers rave about. Set the bar for every customer interaction, measure satisfaction relentlessly, and act on what customers tell us.
• Lead the leaders. Build, develop and hold to a high bar the Business Performance Partners who run our customer teams, and the technical leads who set the standard behind them.
• Define the service standard and the culture that keeps every team to it, in every market we serve.
• Run the operating system for delivery: the cadence, the scorecard, the accountability structure and the governance that let teams run autonomously and scale.
• Own value realisation from our platform and AI. Partner with Product and Engineering so what we build changes how we deliver, and the gains land in the numbers.
• Lead the integration of acquired teams and customers into one operating model, and shape the delivery organisation Visory needs to grow across three countries.

Job description

Visory is seeking a Head of Service Delivery to lead our AI-native services operation, overseeing the teams that run the finance function for customers across multiple markets. You will define service standards, drive customer delight, and ensure delivery excellence at scale as Visory grows through organic and acquired capabilities.

You will shape how delivery runs, measure outcomes, and partner with Product and Engineering to land practical gains in the business.