Professional Services Manager - Home Care



Sales & Business Development
Sydney, Australia
Posted on Monday, September 4, 2023
  • Full-time permanent role.
  • Sydney or Melbourne location preferred.
  • Hybrid work with occasional travel & on-sites with customers.

About AlayaCare

AlayaCare is a fast-growing mature SaaS scale-up with a presence in Australia, Canada and the United States who are revolutionising the way aged and disability care is delivered for service providers. Our software offers a complete technology solution for home care and residential care organisations. Focused on driving better outcomes for the aged care and disability care sectors, we are driven by our purpose of enabling the care we want our loved ones to receive in the place they call home. We have an open and transparent culture, our teams are highly diverse, and we are committed to a workplace where we all feel that we can be ourselves.

About the role

Reporting to the Director Professional Services for Home Care and leading up to 10 direct reports, the Professional Services Manager (PSM) is a frontline manager of the Implementation team for our Home Care product. The PSM plays a pivotal role in ensuring the successful delivery of consultant project activities, defining methodology and processes, monitoring and meeting team utilisation and velocity targets, and managing resource capacity. In addition, the Professional Services Manager will lead and empower our consultants to grow into self-sufficient members of our team, all while fostering a culture of collaboration and support with the goal of having a high-performing and highly engaged team.

More specifically, this role will:

  • Ensure successful delivery of billable consulting services, primarily, in the context of adherence to methodology, providing team oversight, and ensuring on-time and on-budget delivery of consultant services.
  • Develop and execute innovative strategies to continuously drive efficiencies within PSO as it relates to methodology, processes, and cost-effective delivery of services.
  • Mentor and develop direct reports by providing regular feedback, coaching and guidance on their roles, and on personal & career development.
  • Collaborate with the Professional Service Practice Managers on approaches to develop Consultant’s application and methodology knowledge, and soft skills.
  • Manage escalations related to resourcing and project deliverables assigned to direct reports.
  • Provide resource and capacity management for direct reports’ assigned project work, including longer term workforce planning and recruitment activities.
  • Ensure utilisation and velocity targets are met and maintained with a minimum of OT.
  • Perform reporting and auditing activities to ensure PSO data is accurate, we have adherence to processes, and decisions are made with the support of data.

About you

You are a seasoned leader with experience leading teams in a SaaS environment. More specifically you have:

  • A minimum of 2 years experience managing or delivering complex software implementation projects from small to enterprise sized customers.
  • A minimum of 2 years leading and managing teams, preferably in professional services in a SaaS business.
  • You have strong analytical and problem-solving skills, pulling insights out of data and using those insights to put together impactful solutions to organisational problems.
  • You’re extremely organised and able to juggle multiple priorities while ensuring you meet SLAs & deadlines.
  • You’re a strong leader, people love working for you and you have experience building, coaching and mentoring high performing teams.
  • Your interpersonal and stakeholder management skills are excellent, and you easily build collaborative relationships within and across teams, and with customers.
  • Customers trust you, and you drive strong customer service ethic through your team with a proactive approach to customer service and SLA achievement within the bounds of policy and budget.
  • Underpinning your ability to do all the above you have excellent written and verbal communication skills, and you’re a fast and efficient learner.

It would also be great if you have:

  • Knowledge of the aged and disability care industries in Australia.
  • Experience working on AlayaCare or competitor products.

Why AlayaCare is a great place to work

  • Purposeful work – a chance to make a difference in aged and disability care in ANZ.
  • Competitive salary package including company stock.
  • A ‘SuperFlex’ hybrid work policy – work from the office or from home.
  • Wellness days to relax and promote mental health.
  • Volunteer and company funded parental leave.
  • Focus on learning and development with budget for all employees each year.
  • Flexible benefits package – choose your own from our broad offering.
  • An open, transparent and supportive culture.
  • Health and wellness activities, as well as happy hours and team outings.

If this sounds like you, apply today! As well as joining a great culture and a market leading company, you will be well placed to make a positive difference in the aged and disability care sectors in Australia and New Zealand.

Better outcomes, better belonging

Our team members are unique—like our products and the customer groups that we service. AlayaCare employees bring different strengths, perspectives, and experiences to their roles and to our products that enable better care. We are committed to offering a people-centric culture where all employees belong and feel heard.

Having a pulse on our employee feedback is important to us as we aim to continuously evolve Diversity, Equity, Inclusion, Belonging, and Accessibility within AlayaCare's policies, total rewards offerings, discussions, learning & development programs, and community partnerships. All qualified applicants will receive equal consideration.

If you require accommodation as part of the recruitment and selection process, please reach out to Please note, we do not accept unsolicited head-hunter or agency resumes.