Head of Client Service Delivery

The Head of Service Delivery is a senior leadership role responsible for shaping and delivering an exceptional service experience for Experians designated top 30 clients. This role is central to increasing client satisfaction trust and long-term retention by ensuring that service delivery is not only consistent and reliable but strategically aligned with client needs.

You will co-design and evolve tailored service delivery models in collaboration with clients promoting a true partnership approach that positions Experian as a trusted advisor. Your success requires a unique blend of operational discipline and empathetic leadership.

Work that matters - What youll be doing

As Head of Service Delivery you will help shape and enhance the service experience for Experian A/NZ. You will focus on building trust and driving measurable impact through:

• Design and build an excellent service delivery model tailored to the needs of our most strategic clients ensuring consistency reliability and long-term value.
• Lead client remediation efforts during times of disruption acting swiftly to restore confidence and return clients to business-as-usual with minimal impact.
• Oversee and refine the incident management process ensuring it is proactive transparent and improving to meet the highest standards.
• Use data and insights to ensure clients are maximising the value of their products and services increasing both satisfaction and strategic outcomes.

Your strategic vision and operational discipline will inspire teams foster a culture of accountability and improvement throughout service delivery. By encouraging strong trust-based relationships with senior partners you will serve as a strategic advisor and advocateensuring our client voice is central to every decision and that their experience is consistently elevated.

Qualifications :

More about you

• Bachelors degree in Business Information Technology Operations Management or a related field is important.
• 10 years of experience in service delivery client success or operations leadership rolespreferably within data technology SaaS or financial services sectors.
• Experience managing complex high-value client relationships and delivering exceptional service outcomes.
• Experience leading teams in a matrixed or global environment with a focus on collaboration.
• Strong background in incident and escalation management including leading through high-pressure situations with professionalism and transparency.
• Experience with service delivery frameworks (e.g. ITIL COBIT) and governance models.
• Familiarity with data privacy compliance and risk management in regulated environments.
• Proficiency in service performance metrics (e.g. SLAs KPIs NPS CSAT) and using data to guide decisions.
• Awareness of latest technologies (e.g. automation AI cloud platforms) and their impact on service delivery.

Additional Information :

Benefits/Perks:

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible working environment hybrid model
• Flexible time off including volunteer time off personal leaves and paid holidays
• 17 weeks of Paid Parental Leave family care leave and up to 5 days study leave

Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward & recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion colour sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

Remote Work :

No

Employment Type :

Full-time