Product Solution & Delivery Lead

Overview

Lead service delivery, customer success, and product solution for Lendlease

Key Responsibilities

• compliance
• l2 support
• knowledge base
• risk management
• performance metrics
• ticket resolution

Tasks

-Ensure all services provided comply with industry standards, best practice and regulatory requirements. -Provide senior L2+ remote and face to face support (including troubleshooting, issue resolution, project site work etc). -Draw upon advanced knowledge and experience of the Lendlease business, be the customer’s trusted advisor and advocate, actively working to improve the speed, reliability, quality and cost benefit of service delivered. -Manage development, maintenance and publishing of documentation and knowledge base articles. -Ensure effective risk and issue management, leading the escalation and resolution of issues where required. -Lead and empower the team to work with cross-functional teams, influencing at a business unit level. -Establish and/or utilise performance metrics, monitoring, analysing and tracking service performance to ensure targets are met or exceeded, and identifying continuous improvement opportunities and insights. -Drive retention and growth among customers, evaluate and understand adoption trends and business needs. -Deliver best practice process definition, design, re-engineering, implementation, management and improvement of current/to-be processes. -Manage, plan and action each ticket through to resolution. -Provide leadership, governance and collaboration to ensure commercial and operational relationships with vendors and trusted partners are financially viable and deliver quality service to customers. -Provide and/or lead group or individual training sessions, inductions and presentations to ensure education, awareness and satisfaction (to customers, service & technology teams, key stakeholders etc).

Requirements

• yardi
• itil
• stakeholder
• service delivery
• customer success
• degree

What You Bring

-Advanced stakeholder management, customer satisfaction, governance, service review meetings, performance reporting, (may include budget and P&L management) etc. -Experience in service-related role. -Own delivery of a globally aligned service that underpins and facilitates business objectives, ensuring local needs and future pipeline & changes are met. -Service Delivery : Service mindset, proven experience at forming customer relationships, deep understanding of customer business, challenges, drivers, challenges -Customer Success : Extensive training, education, adoption skillset - able to relay technical information in easy to understand, digestible manner, ability to see customer perspective. -Experience in Yardi solutioning management and support will be advantages. -Service Management : ITIL qualifications, extensive experience at managing and implementing processes, tools, including continuous service improvement. -Technical Experience : Advanced technical knowledge of Yardi and its related module, financial applications in a CRE industry, technical end user support capabilities -Advanced level Service Management tool SME input into Tool functional capabilities and roadmap enhancements. -All : Extensive experience in delivering service and understanding of business, customer context and how best to deliver value and customer outcomes -Typically, a degree or certification or qualification or equivalent experience in Information Technology, Business or similar preferred.

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About Lendlease

-Evolved into a global leader in property and infrastructure. -Focus on creating high-quality, sustainable projects that transform communities. -Iconic projects include large-scale urban developments, mixed-use precincts, and major infrastructure works. -Strong track record in managing complex developments, including residential, commercial, and public sector projects. -Diverse portfolio includes transportation hubs, health facilities, and major urban regeneration efforts. -Delivered major projects such as Barangaroo in Sydney, Victoria Harbour in Melbourne, and the Marina Bay Sands in Singapore. -Known for its collaborative approach, working closely with clients, architects, and communities to create lasting impact. -Focus on long-term value, continuing to innovate and expand into new markets and sectors around the globe.

Sector Specialisms