Head of Customer Delivery

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

Job summary

Visory Pty is seeking a Head of Service Delivery to lead its AI-native customer delivery across Australia, New Zealand and the United States. You’ll shape how three country markets run, drive customer delight, and own outcomes from our expert teams and AI-powered platform.

You will lead leaders, set service standards, and oversee the operating model that scales with Visory’s growth, acquisitions, and strategic partnerships.

Qualifications

• Leads a multi-team service or delivery organisation through managers or team leads and owns retention, margin and service levels.
• Customer-first mindset with a track record of lifting satisfaction and retention in a service business.
• Systems thinker who fixes the problem and the system to prevent recurrence.
• Decisive and direct, communicates updates with numbers and accountability.
• Delivered real change in a delivery team (migration, platform transition, or new tech) and wants AI daily.

Responsibilities

• Lead service delivery across Visory; set strategy for customer service and own outcomes, including delight, retention and margin.
• Define and enforce service standards and culture across markets.
• Lead the leaders: manage Business Performance Partners and technical leads.
• Run operating cadence: scorecards, accountability, governance for autonomous scaling.
• Partner with Product and Engineering to ensure platform and AI improvements land in delivery metrics.
• Oversee integration of acquired teams and customers into a unified operating model.
• Align delivery organisation to Visory’s growth across three countries.

Skills

Service delivery leadership

Customer focus

Strategic thinking

People management

AI-enabled delivery

Job description

Why Visory

Every giant leap was called impossible. Accounting still calls this one impossible: a finance function that runs itself.

Visory is on a mission to put the finance function on autopilot, so every business gets the strategic insight to grow with confidence. Most business owners get dragged into their back office: spreadsheets, receipts, invoices, hours lost to admin. We run it for them. Bookkeeping, payroll, payables, receivables and Insights, for growing businesses across Australia, New Zealand and the United States.

We founded Visory in 2022 on a bet that AI would arrive to help. It has. Agents do the work. People make the call. Delphi, our own AI, prepares and checks the routine work; our experts oversee it and own the outcomes.

The Role

The Head of Service Delivery leads Visory's customer delivery: the teams of experts and agents that run the finance function for every customer. The role sets the service standard, leads the leaders of our customer teams, and owns the outcomes that matter: customers who are delighted with their experience and stay, and work delivered right.

What makes it unique is the model. Visory is an AI-native services business, where agents do the work and people make the call. That operation has to be led differently from any bookkeeping, payroll or professional services firm: fewer people per customer, a higher standard per person, agents as colleagues, and every product improvement landing in the service within weeks. Agents take the routine work off our people, so their time goes where customers feel it: faster answers, fewer errors, and a partner who knows their business. Nobody has run this model at scale. This role defines how it's done, as Visory grows organically and through acquisition.

What You Will Do

• 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.

What You Bring

• You have led a multi-team service or delivery organisation through managers or team leads, accountable for retention, margin and service levels.

• You are customer-first. You have a track record of lifting customer satisfaction and retention in a service business, and strong views on what a great customer experience feels like.

• You are a systems thinker. You fix the problem in front of you, then fix the system so it doesn't come back.

• You are decisive and direct. You make calls with imperfect information, hold people accountable with care, and give honest updates in numbers.

• You have landed real change in a delivery team, such as a migration, a platform transition or new technology, and you want to lead a team that works with AI every day.

Nice to Have

• 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.

Why This Role

• Lead an AI-native operation: Run a delivery model where agents do the work and people make the call. Nobody has done this at scale in financial services yet.

• Customers who feel the difference: Lead the teams that give business owners their time back and the confidence to grow.

• A seat at the table: Join a small leadership team as the operator in the room, with the mandate to shape how delivery runs, is measured and grows.

• Growth you can feel: New customers, new teams and acquired practices joining Visory, all running on the operation you build.

Our Culture

We hire for humility, grit and determination, curiosity and optimism. Customer before process. Ownership before title. Everyone contributes.

• Think Customer First: Customers at the heart of everything.

• Step Into the Arena: Turn up, take ownership, act.

• Flock to Problems: Lean into challenges, together.

• Give Energy: Lift each other, fuel progress.