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Senior Manager, Customer Support - Local Government
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#686591
Full Time
Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you will love this opportunity as Senior Manager, Customer Support at Civica
In this role, you’ll shape the future of customer support for our Local Government customers across Australia. You’ll set direction, build capability, and lead through leaders—empowering teams to deliver exceptional experiences that make a meaningful impact for councils and the communities they serve. You’ll work closely with Product, Engineering, Customer Success, and Sales to strengthen service maturity, improve reliability and quality, and ensure the voice of the customer drives what we build next. This is a highly influential role where you will champion operational excellence, grow strong leaders, and create a support environment where people thrive, customers feel cared for, and continuous improvement is part of everyday work.
Requirements
What you will need to be successful in this role
Demonstrated experience managing customer support operations in a complex, customer‑facing environment, ideally across SaaS and on‑premise products.
Proven capability in leading through leaders as a 2‑Up manager — including developing Support Managers, Team Leaders, and technical specialists.
Strong understanding of ITIL‑aligned service management practices and hands‑on experience improving incident, problem, and change processes.
Ability to analyse service performance data, identify trends, and design both tactical and strategic improvements that enhance customer outcomes.
Skilled at building relationships and influencing cross‑functional teams—Product, Engineering, LiveOps, Professional Services, and Customer Success.
Experienced in managing escalations, navigating sensitive customer issues, and communicating with senior/executive stakeholders.
A proactive coach and mentor who creates clear capability pathways, builds high‑performing teams, and fosters a culture of accountability and customer‑first thinking.
Comfortable working across a geographically dispersed workforce and regulated customer environments.
Benefits
Why you'll love working with us.
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, ****** orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.
Why you will love this opportunity as Senior Manager, Customer Support at Civica
In this role, you’ll shape the future of customer support for our Local Government customers across Australia. You’ll set direction, build capability, and lead through leaders—empowering teams to deliver exceptional experiences that make a meaningful impact for councils and the communities they serve. You’ll work closely with Product, Engineering, Customer Success, and Sales to strengthen service maturity, improve reliability and quality, and ensure the voice of the customer drives what we build next. This is a highly influential role where you will champion operational excellence, grow strong leaders, and create a support environment where people thrive, customers feel cared for, and continuous improvement is part of everyday work.
Requirements
What you will need to be successful in this role
Demonstrated experience managing customer support operations in a complex, customer‑facing environment, ideally across SaaS and on‑premise products.
Proven capability in leading through leaders as a 2‑Up manager — including developing Support Managers, Team Leaders, and technical specialists.
Strong understanding of ITIL‑aligned service management practices and hands‑on experience improving incident, problem, and change processes.
Ability to analyse service performance data, identify trends, and design both tactical and strategic improvements that enhance customer outcomes.
Skilled at building relationships and influencing cross‑functional teams—Product, Engineering, LiveOps, Professional Services, and Customer Success.
Experienced in managing escalations, navigating sensitive customer issues, and communicating with senior/executive stakeholders.
A proactive coach and mentor who creates clear capability pathways, builds high‑performing teams, and fosters a culture of accountability and customer‑first thinking.
Comfortable working across a geographically dispersed workforce and regulated customer environments.
Benefits
Why you'll love working with us.
We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
We're all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, ****** orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
