Director of Customer Solutions & Delivery

OneAdvanced; North Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Advanced Perks At Work

Charity Fundraising

Job summary

OneAdvanced is a leading tech services provider offering SaaS workflows and IT services across sectors. We are seeking a strategic leader to drive onboarding, implementation and support for a portfolio of customers, ensuring rapid value realization and strong commercial outcomes.

You will lead high-performing teams, set service strategy, manage budgets, and partner with Product, Engineering and Sales to optimise delivery and outcomes for clients.

Qualifications

• Significant leadership experience within a SaaS, software or technology services environment.
• Proven track record of leading implementation, professional services, customer onboarding or support functions at scale.
• Strong financial and commercial management experience, including revenue accountability, forecasting and budget ownership.
• Experience implementing workforce planning, resource management and utilisation models.
• Deep understanding of project management governance, delivery frameworks and customer lifecycle management.
• Advanced analytical skills with experience leveraging operational and customer data to drive decision making.
• Exceptional stakeholder management and executive-level communication skills.

Responsibilities

• Lead the delivery of onboarding, implementation, adoption, support and ongoing optimisation services, ensuring customers achieve value quickly and realise their desired outcomes.
• Develop and execute service strategies that improve customer experience, operational efficiency and business performance.
• Build and maintain strong relationships with customers and act as a senior escalation point for critical issues.
• Drive continuous improvement initiatives that enhance service quality, scalability and customer satisfaction.
• Deliver against revenue and profitability targets, managing budgets, forecasting and resource utilisation effectively.
• Lead workforce planning, capability development and succession planning to ensure the organisation can meet current and future demand.
• Develop and coach managers and team members, fostering a high-performance culture focused on accountability, collaboration and continuous learning.
• Ensure robust project governance, delivery standards and operational processes are applied consistently across all customer engagements.
• Oversee project health, delivery risks, resource allocation and customer commitments to ensure successful outcomes.
• Monitor and improve key performance metrics including customer satisfaction, retention, utilisation, delivery performance and service effectiveness.
• Partner with Product, Engineering, Sales and Customer Success teams to improve customer outcomes and influence product direction.
• Support release planning and roadmap discussions, providing customer insight and operational expertise to help shape priorities and ensure successful adoption of new capabilities.
• Lead the resolution of significant service, support and delivery escalations.
• Collaborate across the business to balance customer needs, operational readiness and commercial objectives.
• Champion a customer-centric culture, combining strategic thinking with operational excellence to deliver measurable business results.

Skills

Leadership

SaaS

Customer onboarding

Service delivery

Revenue management

Job description

OneAdvanced is a leading tech services provider offering SaaS workflows and IT services across sectors. We are seeking a strategic leader to drive onboarding, implementation and support for a portfolio of customers, ensuring rapid value realization and strong commercial outcomes.

You will lead high-performing teams, set service strategy, manage budgets, and partner with Product, Engineering and Sales to optimise delivery and outcomes for clients.