VP Client Delivery APAC - Sydney, Australia at Accommodations Plus International
Accommodations Plus International · Sydney, Australia · Hybrid
- Senior
- Office in Sydney
API is seeking a seasoned professional to join our company in the role of Vice President of Client Delivery. The position will be based in our Sydney, Mascot Office. The VP of Client Delivery leads and manages their teams in support of the clients in their vertical.
The VP of Client Delivery will act as the voice of the customer, ensuring all delivery functions—Operations, Technology, Product, and Accounting—are aligned to drive measurable customer success. They are fully accountable for delivery outcomes, process optimization, and customer satisfaction.
Accountability for Results & Process Excellence
Embedding API's 5 Value Levers into Delivery
The VP of Client Delivery will utilize their proven management skills to mentor the staff, foster teamwork assignments, and facilitate strategic initiatives on our client’s behalf.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Position Type and Expected Hours of Work This is a full-time position Hybrid role. Days and hours of work are Monday through Friday, normal core business hours. Evening and weekend work may be required as job duties demand. Compulsory Office Days are Tuesday, Wednesday, Thursday (Mon/Fri - WFH).
Travel up to 30%
Required Skills, Education and Experience
The VP of Client Delivery will act as the voice of the customer, ensuring all delivery functions—Operations, Technology, Product, and Accounting—are aligned to drive measurable customer success. They are fully accountable for delivery outcomes, process optimization, and customer satisfaction.
Accountability for Results & Process Excellence
- Own the end-to-end delivery process across operations, sourcing, billing, crew experience, and tech enablement.
- Drive continuous process improvement and cross-functional alignment to meet SLAs, adoption targets, and client expectations.
- Establish and track delivery of performance dashboards for visibility and accountability.
Embedding API's 5 Value Levers into Delivery
- Planning & Operations: Ensure SLA compliance and efficiency targets (e.g., transactions per room) are met across clients. Promote automation and stability of key processes.
- Sourcing & Contracting: Oversee spend tracking, budget adherence, and drive cost avoidance initiatives. Align sourcing actions with the client's strategic intent.
- Billing & Reconciliation: Guarantee accurate, timely billing and invoice processing. Own billing TAT metrics and systematize financial reporting.
- Crew Experience: Lead initiatives to improve crew feedback, monitor Room Night metrics, and increase Crew NPS. Collaborate with clients and hotels to enhance end-user satisfaction.
- Product Enhancement: Champion platform adoption, ensure stability, and provide input to the Annual Tech Roadmap. Liaise with Product and Technology to align delivery feedback with product strategy.
The VP of Client Delivery will utilize their proven management skills to mentor the staff, foster teamwork assignments, and facilitate strategic initiatives on our client’s behalf.
Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Lead, grow and manage a team of Account Managers/Directors to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client
- Oversee the Operations and Sourcing teams specific to your region/clients to ensure the correct process, client focus, and communication is conveyed to create exemplary performance for the client.
- Partner closely with Technology, Product and Accounting departments with the objective of raising, consolidating and prioritizing requests until the solutions are implemented or topics are addressed.
- Relationship management: Develop and maintain strong relationships with clients at different levels.
- Ability to manage multiple projects and facilitate its success from the original concept to the final implementation
- Develop and maintain strong, strategic relationships with key client stakeholders at all levels, positioning the company as a trusted partner. Provide organization, direction and coordinate for business reviews, savings matrix, new client implementations and all other client specific initiatives
- Develops people within the team and across capabilities by coaching, identifying areas for growth, celebrating successes, managing promotion process, keeping an open dialogue with your team, identifying training opportunities
- Oversee the management of client accounts, ensuring long-term retention, contract renewals, and the identification of opportunities for upselling or cross-selling.
- Consistently provides team members guidance, goal setting and performance feedback on a regular basis
- Provide executive oversight on all client projects, from concept to implementation, ensuring that timelines, budgets, and client expectations are met.
- Lead the coordination of business reviews, new client implementations, savings matrices, and other client-specific initiatives to drive measurable results.
- Become knowledgeable in all API technology platforms to ensure clients are aligned with appropriate software solutions.
- Provide regular updates to the executive leadership team on client portfolio performance, key risks, and strategic initiatives.
- Ensure consistent communication and synergy across all airline accounts, leading weekly team meetings and one-on-one sessions with direct reports.
- Problem Solving/Analysis
- Building Relationships
- Business Acumen
- Strategic Thinking
- Results Driven
- Negotiation
- Leadership
- Customer Focus
- Managing Processes
- Market Knowledge
- Developing and Maintaining Budgets
- Technical Capacity
- Communication Proficiency
Position Type and Expected Hours of Work This is a full-time position Hybrid role. Days and hours of work are Monday through Friday, normal core business hours. Evening and weekend work may be required as job duties demand. Compulsory Office Days are Tuesday, Wednesday, Thursday (Mon/Fri - WFH).
Travel up to 30%
Required Skills, Education and Experience
- 10+ years of experience in Account Management, Client Services, or a similar function, with at least 5 years in a senior leadership role within the travel industry and working closely with hotels is a must.
- Bachelor's degree in business, Management, or a related field required. MBA or equivalent advanced degree preferred.
- Ability to effectively manage workload in a fast-paced atmosphere relying on extensive experience and judgment to plan and accomplish goals.
- Solid judgment and leadership skills
- Strong implementation and operations experience
- Shows attention to detail and the ability to produce high quality work
- Ability to positively present API in customer facing situations
- Attention to detail and the ability to produce high quality work is a must.
- Strong Microsoft Office computer skills, with emphasis on Excel
- Exceptional verbal and written communication skills
- Customer service and client relationship skills
- Ability to work with and understand diverse cultures here and abroad
- An organized self-starter who can work proactively and independently
- Able to multitask and work well under strict deadlines and fast paced environment
- Flexible schedule and limited travel availability are needed based on business needs.
