Organisation: Tasmanian Government
Job Title: Client Manager
Location: Tasmania
Demonstrated experience in client management and business development activities in a service delivery environment
My positions at Axsys IT Pty Ltd and Comstar Systems Pty Ltd as Systems Engineer, and my progression to Sales Manager, demonstrate my experience in client management and business development activities in a service delivery environment. Clients of the IT businesses varied in their requirements to achieve their organisational goals and assessing client needs and managing them were responsibilities I undertook on a daily basis. By attending at the client organisations, I would research and analyse the best fit for the organisation.
At Axsys I delivered software and hardware solutions to a diverse range of clients to ensure business development activities and administration ran smoothly and efficiently in a service delivery environment. Further responsibilities allocated to me included design, quality assurance, testing, documentation, implementation and maintenance of client IT systems. I gained extensive experience and knowledge providing technical IT support to various types of businesses in conjunction with assessing issues and problems. In relation to the important aspect of business development activities, I learnt that this involved pursuing opportunities for long-term growth from markets, relationships and customers. The three core activities are
Markets – Determine where new customers are, both geographically and in terms of “buying mindset“, and pursue them
Relationships – Build and leverage relationships founded on trust and integrity to facilitate opportunities
Customers – Locate new ones and extract more value from current ones
By implementing these three core activities, I established a successful path to reach goals for all stakeholders.
Working at Comstar Systems Pty Ltd provided an opportunity for me to gain experience and knowledge in telecommunications and providing turnkey solutions in telecommunications and broadcasting. Comstar had contracts with large government departments such as the Police Department, Health Department, Department of Justice, and Department of Transport, and this was a fantastic introduction for me to the public service sector. Delivering appropriate solutions for businesses and government departments utilising company products provided me with the confidence to manage client expectations and ensure achievement of company goals of sales and support. The traineeship I completed at Comstar encompassed client management and business development activities in a service delivery environment.
Demonstrated experience in communication and relationship skills, through the development of partnerships with existing and new clients in a service delivery environment
My excellent communication and relationship skills have been proven by my ability to listen attentively, speak clearly, write concisely, and compile well-researched and factual information in a structured and direct manner. My focus is to use unambiguous language and select the most appropriate medium for my audience. The nature of my work means that it is essential for me to display strong communication skills. I liaise and negotiate with existing and new clients to develop partnerships in a service deliver environment on a daily basis. These clients include the board of directors, suppliers, contractors, residents and the community. This requires me to build strong professional relationships with clients, to enable them to trust my advice and recommendations.
The clients I liaise with all possess differing levels of technical knowledge which means that I need to tailor my communications and relationship skills in a way that is suitable for their level of understanding. For some clients this entails avoiding technical language whereas for others, I am able to discuss aspects of the IT systems, programs, design and functionality with experienced technical teams. In some cases, I need to employ negotiation and persuasion skills in order to manage client expectations and agree on a realistic plan that will meet their needs. Aged care homes require specific and distinctive systems and procedures and by liaising, negotiating and establishing a relationship with clients, together with conducting research, I am able to identify what new technology is available and best for that environment, and provides the finest care for residents.
As the proprietor of the Hudsons Coffee Shop, I further developed my communication skills with the interactions I experienced with employees and customers. The employees ranged from a fully qualified teacher to a 15-year-old school student and the customers were multicultural and from numerous backgrounds. Communicating with the tradesmen, comprising electricians, plumbers and builders responsible for the shop renovations, I exercised my skills to convey information in order to complete the refit quickly and cost effectively.
Preparing business cases and presentations for a range of audiences further demonstrates my communication and relationship skills. In these presentations I provide advice in relation to upgrading physical servers, associated risks if not implemented, timelines, budgets, benefits and possible down time. The reports and discussions I conduct assist with striving towards developing partnerships with existing and new clients.
Demonstrated skills in negotiation management to proactively resolve client management issues in a timely and appropriate manner in a service delivery environment
My commitment to successfully managing projects and customer requests in previous work positions, has necessitated the prioritising and balancing of my work tasks, together with remaining focused at all times. The aged care facilities I work at are fluid environments, often with changes occurring at short notice and on a regular basis. I am confident and accomplished in dealing with these changes and take personal responsibility for meeting objectives and progressing work in a service delivery environment. This has been evidenced by applying my initiative in my various roles, in addition to my ability to change between the various tasks that I am allocated. My drive and integrity was demonstrated through my self-awareness and dedication to personal development by undertaking training and professional development and accreditations.
Working as an IT professional has allowed me to further develop my abilities to work under pressure, and recognise and react to the differing priorities in my caseload. The presentation of challenging tasks requiring prioritisation of duties and reorganisation of work are employment circumstances in which I flourish. Focusing on the task at hand and diligently working towards its completion within the timeframe is a strong feature of my work ethic. Managing a demanding caseload and meeting deadlines are accepted and necessary components of working and I display excellent proficiency when under pressure and in demanding situations. I behave in a professional manner at all times and operate within the boundaries of organisational policies and procedures, particularly when I am involved in negotiation management to proactively resolve client management issues.
Demonstrated knowledge and understanding of contemporary project methodology in a service delivery environment
The projects I have undertaken throughout my career demonstrate my knowledge and understanding of contemporary project methodology in a service delivery environment. The management of various projects, including IT systems and procedures together with construction works, has necessitated my implementation of project management methodology. Creating a formalised and structured method of managing change in a rigorous manner ensures I am able to achieve planned outcomes. The outcomes that I am required to adhere to include delivery by a certain time, to a defined quality standard and with a given level of resources.
Effective project management is essential for the success of business projects and my differing roles at the three sites of St Ann’s Homes, Verve Living and Bethlehem House utilise my exceptional skills in this area. When I institute a quality management framework within which projects are conducted, I am confident and eager to address the projects at the three facilities. Producing and applying my project management methodology, I constantly consider the corporate and business culture of the organisations that the project is to be undertaken within. Utilising a pre-defined set of management procedures that are designed to provide a guide for developing, planning, managing and implementing projects, assists me with organising and attaining the prerequisite objectives in a rapidly changing environment with diverse opportunities and requirements. In my experience, applying a formalised project management framework to projects contributes towards clarifying and agreeing goals, identifying the resources needed, ensuring accountability for results and performance, and fosters a focus on benefits to be achieved.
Demonstrated research, analytical and problem solving skills, including the capacity to think strategically and exercise sound judgement to identify priority issues for attention and develop acceptable solutions within a service delivery environment
In my current role at St Ann’s Homes Inc., I am a member of the senior leadership management group, which consists of 10 people from diverse backgrounds and includes the Chief Executive Officer, Chief Financial Officer, and Human Resources Manager. Applying my research, analytical and problem solving skills, including the capacity to think strategically and exercise sound judgement to identify priority issues for attention and develop acceptable solutions within a service delivery environment, I accomplish the objectives agreed upon in management meetings. Liaising with the board of directors, I prepare reports, budgets, and business plans to present to stakeholders for approval. My extensive involvement in the strategic planning for the direction of St Ann’s Homes entails organising a meeting twice a year to discuss and identify priority issues for attention and develop acceptable solutions. During these meetings budgets and timeframes are established for the various projects, the structure for the next 12 months is designated, and progress updates are provided. The Excel reports I prepare in relation to the projects determine the amount of funding the facilities are approved for from Not for Profit organisations. Incidents occur across the three sites and by employing my problem solving skills I am able to develop solutions for these incidents. On occasion, the work I am expected to undertake is too voluminous and I am responsible for managing the contractors tasked with completing the overflow work. The research and analysis I conduct allows for continuous improvement in IT solutions and products.
The strategic organisational skills I employ to achieve my objectives in this demanding work environment comprise preparing daily to-do lists, scheduling appointments and continually assessing budgets and timeframes. These tools, in conjunction with exercising my sound judgement to identify priority issues for attention within a service delivery environment, provide me with the assurance that I can accomplish my responsibilities and develop acceptable solutions. Possessing a firm desire to fully participate in any tasks in my work environments has provided me with opportunities to gain new knowledge and skills in a variety of areas. A strong work ethic is the backbone of my approach to work and I pride myself on being a committed member of an organisation. My willingness to undertake ad hoc duties has been demonstrated in many of my roles, both present and past. I am pleased when presented with challenges because I enjoy resolving problems and applying my expert skills and knowledge. Working hard, being busy and going the extra mile is my preference in employment positions in order to attain quality service principles, practices and attributes. I have demonstrated the utmost professionalism and integrity in challenging circumstances and I persevere to generate solutions to problems and deliver high-quality work.
Demonstrated ability to plan, organise and prioritise workload within timeframes, to coordinate the outputs and to deliver results
In my career I have demonstrated my capacity to effectively lead and develop teams of varying size. In my concurrent positions at the three facilities of St Ann’s Homes, Verve Living and Bethlehem House, I have proven my ability to plan, organise and prioritise workload within timeframes, and to coordinate the outputs of others in addition to delivering results. This was clearly demonstrated when I was allocated an eight-week period to plan, build and make the Verve Café operational. This was an extremely tight timeframe and one which I successfully achieved.
When work is being completed for a facility, I continually monitor and review the work being produced by my team, and provide guidance and instruction where necessary. If staff or contractors encounter issues, they are able to refer problems to me for clarification, information and advice. I ensure that staff members are appropriately trained and skilled to perform their roles in order to deliver results. In cases where network errors or outages occur, I provide prompt and direct attention to the area that needs to be resolved. I prioritise and coordinate the tasks needing resolution then designate and reallocate those tasks to others while I continually manage and liaise with stakeholders throughout the day.
I have developed the ability to manage multiple functions with ease, including conducting research, generating reports, undertaking analysis of IT systems, and managing constantly busy aged care facilities. I consistently exercise independent judgement and work effectively, both autonomously and within a team, prioritising my work to remain in line with desired outcomes and organisational values. Having been exposed to many strict deadlines throughout my career, I understand the importance of ensuring immediate attention to critical issues in order to maintain the smooth operation of organisations. I enjoy the excitement of a fast-paced workplace and have gained valuable time management and organisational skills working in corporate, customer service and sales environments.
Acting as an advocate for positive change, I regularly seek opportunities to create, support and influence initiatives designed to improve the outcomes and performance of the business. I pride myself on the ability to remain flexible and adapt to uncertain or changing circumstances. Using short and long-term planning techniques, I prioritise tasks in order of importance and deadlines, and remain aware of the need to re-prioritise these tasks as workflow changes. Managing multiple conflicting priorities can be a challenge, but my highly developed organisational skills make it one that I can easily overcome with personal drive, initiative and planning. Demonstrating the willingness and ability to work in a team environment, I work constructively with stakeholders on a daily basis to ensure work is being attended to within the outlined key performance indicators, team goals and deadlines.
