Management (Information & Communication Technology)Full timeAre you looking to grow your career as a Continuous Improvement & Support Manager?At FourPL, we believe in taking a "hands-on" and pragmatic approach to supporting customers through their journey. As the Continuous Improvement and Support Manager, you will lead our customer support desk, ensuring excellent service delivery to our Business Spend Management and Logistics Execution customers. You will oversee both customer and vendor management, driving continuous improvement across all support customers and ensuring customer satisfaction, renewal and profitability.This role requires a hands-on approach to managing customer applications, including Coupa, Workato and FarEye, while also maintaining strong vendor relationships and alignment with their support teams. You will ensure that service excellence, proactive support, and continuous process optimisation are at the forefront of your responsibilities.RESPONSIBILITIESSupport Desk Management: Oversee daily support desk operations, ensuring management of BoldDesk and the timely and effective resolution of customer issues in accordance with SLAs.Vendor Management: Manage vendor support relationships to ensure performance and service levels meet business and customer expectations.Customer Satisfaction and Retention: Lead initiatives to maintain high customer satisfaction, gathering feedback for continuous service improvement.System Expertise: Provide guidance and expertise in systems such as Coupa, Workato and FareEye, ensuring customers maximise the value of these platforms.Continuous Improvement: Implement strategies and reporting to proactively resolve potential issues and optimise customer processes to prevent future challenges.Reporting & Data Analysis: Maintain detailed records of support activities and vendor performance, and generate reports on overall service performance and profitability.Customer Relationships: Manage long-term client relationships, ensuring full utilisation of solutions and the renewal of contracts.Incident and Problem Management: Ensure that escalated incidents are resolved quickly and efficiently while implementing root cause analysis to prevent future occurrences.Knowledge Management: Develop and maintain a knowledge base to ensure team members can quickly resolve customer issues with best practices and past experiences.Service Improvement Plans (SIPs): Create and execute service improvement plans that address identified performance gaps, inefficiencies, or customer concerns.Leadership:Lead, mentor, and develop the support team to achieve high performance and professional growth.Support and manage the culture of identifying and driving opportunities for customer improvements, including KPI and trend analysis.Establish process benchmarks for key customer processes and manage reporting and delivery to support these.Monitor workload distribution within the support team, ensuring adequate resources are in place to handle peak demand periods efficiently.Ensure ongoing training and development of support staff, keeping their skills and knowledge current with the latest technologies, best practices and process performance practice.Set clear performance objectives, conduct regular reviews, and provide feedback to ensure team success.Cultivate a collaborative and customer-centric team environment.QUALIFICATIONSBachelor's degree in business, IT, or a related field.Proven experience in managing application support desks, with strong expertise in Coupa and Workato.Proven experience in a continuous improvement methodology like Six Sigma or similar.Demonstrated ability to lead teams and manage client relationships with a focus on service excellence.Strong interpersonal and communication skills for managing relationships with internal and external stakeholders.Ability to analyse data and generate actionable insights.Proficiency in support management tools and software.Strong problem-solving skills and a proactive approach to support.RemunerationDepending on your skills and experience a generous remuneration package will be offered.So why work for FourPL Pty Ltd?We know you have choices but as a leader in the field we offer an excellent remuneration package together with many benefits, which include:An awesome team of people to work with, passionate about success.The opportunity to grow as a professional.As we expect to be the best, we provide access to intensive training to ensure we stay ahead.The opportunity to contribute to supply chain leadership through our customer forums, partner forums and membership.Most importantly, we want to be known for our culture where you choose to work for us because you are valued, respected and enjoy working with us.About FourPL Pty LtdFourPL Pty Ltd is recognized through our awards as one of the leading Supply Chain and Procurement consultancies in Australia, working with many leading Blue Chip and public sector organizations. FourPL Pty Ltd differentiates through the quality of our engagements and services together with our pragmatic focus on excellence through from defining vision and strategy to practically supporting customers through implementation and realization.We take pride in our independence and recognize every customer engagement should be a reference. We are an equal opportunities employer therefore all appointments and promotions are made on the basis of performance and ability. We hire the best people for our business and aim to make all our employees feel valued, included and empowered.
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