$175K- 195K+Super (depending on experience)
Join an established, fast-growing Australian construction technology SaaS business whose platforms power daily operations for hundreds of client organisations across ANZ. Backed by an ambitious growth strategy, they are expanding their client ecosystem significantly while maintaining exceptional product integrity and service quality. This is a permanent, full-time executive leadership opportunity based in Parramatta.
Job Summary
The Head of Client Services provides executive ownership over the entire post-sale client service lifecycle. Reporting directly to the General Manager, you will lead both the Professional Services Manager and Client Services Manager to build a scalable, high-performing service organization. This role balances client outcomes, commercial discipline, service quality, and capacity planning as the company scales its client footprint.
Responsibilities Strategy & Operating Model
- Define and continually evolve the integrated Professional Services and Client Services operating model, service standards, and growth roadmap.
- Own post-sale lifecycle governance, establishing seamless sales-to-delivery handovers and clear escalations.
Delivery & Support Leadership
- Hold direct reports accountable for implementation quality, go-live predictability, training, support SLAs, incident resolution, and backlog health.
- Serve as the executive sponsor for key clients, managing high-level relationship health, service reviews, and material escalations.
Client Community & Insights
- Provide executive oversight for the quarterly Client User Group program to drive client education, peer exchange, and feedback.
- Create structured feedback loops with Product & Technology to ensure support trends and client insights inform the product roadmap.
Commercial & People Management
- Own the function's budget, capacity planning, services margin, vendor spend, and resource utilization.
- Lead, coach, and develop managers and delivery teams to build an accountable, scalable organization.
Requirements
- Proven executive leadership experience across Professional Services, Client Support, or Service Delivery within a SaaS or software environment.
- Strong track record of governing end-to-end software implementations, onboarding, time-to-value, and support operations.
- Experience scaling a client services operating model through significant company growth.
- Strong commercial acumen with hands‐on experience managing functional budgets, team utilization, capacity planning, and services margins.
- Exceptional executive communication and stakeholder management skills, with the ability to navigate complex client escalations.
- Broad product and SaaS literacy to assess delivery feasibility and technical trade-offs.
- Construction technology or vertical SaaS experience (desirable).
- Relevant qualifications in business, ITIL, CX, or service management (desirable)
Head of Client Services employer: at
At ALH Hotels, we pride ourselves on being a vibrant and inclusive workplace where every team member is valued. As an Assistant Manager at the Sail and Anchor, you'll not only enjoy competitive benefits like discounts across our brands and comprehensive wellbeing support, but you'll also have the opportunity to grow your career within the Endeavour Group network. Join us in creating a welcoming atmosphere for locals while developing your leadership skills in a dynamic pub environment.
