Service Delivery Analyst

At Actionstep, our Services Team plays a critical role in turning customer vision into reality. We guide law firms through implementation, configure smart solutions, and ensure every customer achieves meaningful value from their investment in our platform.

We’re now looking for a Service Delivery Analyst to join our growing team. This is a fantastic opportunity for someone who enjoys solving problems, working hands-on with technology, and partnering with customers to drive successful implementation outcomes.

If you’re naturally curious, detail-oriented, and thrive in a SaaS environment where quality and customer impact truly matter — this role is for you.

About the Role:

As a Service Delivery Analyst, you’ll work directly with customers to implement and deliver Actionstep’s platform. From discovery and configuration through to workflow design, template setup, testing, and training — you’ll play a key role in ensuring every engagement is delivered accurately, efficiently, and to a high standard.

Working closely with Project Managers, Solution Architects, Customer Success, and Support, you’ll ensure smooth execution of engagements and seamless handovers post-go-live. You’ll also contribute to partner onboarding and enablement, supporting consistent, high-quality delivery across our ecosystem.

This role is ideal for someone who enjoys structured delivery, technical configuration, and building strong working relationships with customers.

About Actionstep:

Actionstep is a global pioneer in cloud-based Legal Practice Management software. Our platform helps thousands of law firms run more efficient, connected, and successful practices — from anywhere in the world.

We're a fast-growing SaaS company with a dynamic team spread across Australia, New Zealand, the UK, the US, and Canada. With innovation at our core and customers at the heart of what we do, we're proud to be driving change in the legal tech space — and having fun while we do it.

What your days will look like:

• Guide customers through the implementation process, including discovery, system setup, configuration, workflow and template installation or changes, and training.
• Execute implementation and professional services as scoped for customers, ensuring delivery meets quality standards and customer needs.
• Ensure accuracy and consistency of deliverables through testing and validation.
• Support escalations for customers or partners to ensure successful outcomes.
• Deliver or contribute to customer training as part of implementation or ongoing services.
• Provide post-go-live support to help stabilize customer experience and adoption.
• Support onboarding and training of new partners to ensure consistent delivery standards.
• Ensure smooth transition of customers from implementation to ongoing support or customer success, including clear handoff documentation and knowledge transfer.
• Collaborate with Project Managers, Solution Architects, and other Services team members to ensure smooth execution of engagements.
• Contribute to continuous improvement by providing feedback to enhance delivery frameworks, templates, and best practices.
• Provide level-of-effort (LOE) estimates and input to support accurate scoping and contract execution.

Who You Are:

Customer-focused: You care deeply about delivering positive outcomes and helping customers succeed.

Detail-oriented: You take pride in producing accurate, high-quality work and ensuring nothing is overlooked.

Technically curious: You enjoy learning new systems and understanding how technology supports business processes.

Collaborative: You build strong working relationships and enjoy working cross-functionally.

Organised: You can manage multiple engagements at once while maintaining quality and momentum.

Solutions-driven: You approach challenges with a practical, structured mindset.

Calm under pressure: You stay composed and focused, even when juggling competing priorities.

Requirements:
What you need to know and what will make you successful!

Essential:

• Experience in software implementation, configuration, or professional services delivery is an advantage.
• Strong technical aptitude with the ability to quickly learn SaaS products and apply them to customer requirements.
• Excellent communication, facilitation, and problem-solving skills.
• Detail-oriented with strong focus on quality and accuracy.
• Ability to work effectively with internal teams, customers, and partners.
• Organizational skills with the ability to manage multiple engagements concurrently.

Desirable:

• Background in the legal industry preferred.
• Tertiary qualification in Information Technology, Business, Law, Information Systems, or a related discipline.
• Experience or training in business process improvement or systems design.
• Certifications in relevant SaaS platforms, systems implementation, or technical tools

Benefits:
We offer a fantastic and inspirational working environment!

Hybrid Work Flexibility: Enjoy a blend of in-office and remote work to suit your lifestyle.

Modern Offices: Work in a central location with great coffee and even better company.

Inclusive, Supportive Culture: Work with a genuinely friendly team that values collaboration and authenticity.

Relaxed Dress Code: Be yourself and dress comfortably, while respecting the nature of our workplace and your teammates.

Birthday Leave: Celebrate your big day with a day off, just for you.

Unlimited Leave: Take the time you need to recharge, without the stress of counting days. We trust our team to balance flexibility with responsibility.

Regular Team Events: From lunches to trivia competitions, we like to keep things social.

Professional Development: Access to training, mentoring and internal growth opportunities.