Technology Service Operations Lead

Overview

Lead IT service delivery for 7000+ staff across 49 aged care villages, overseeing Tier 1/2 support.

Key Responsibilities

• it services
• performance monitoring
• slas/kpis
• automation
• service strategy
• process improvement

Tasks

-You champion a customer-first mindset, ensuring every interaction is professional, empathetic, and solution-focused. -Lead exceptional IT Services for 7000+ staff across our 49 aged care villages -Monitor service performance, identify trends, and present actionable insights to senior stakeholders. -Develop and maintain SLAs and KPIs that drive performance, accountability, and continuous improvement. -Influence service strategy, performance, and customer experience -Champion a customer-first mindset across all support interactions, ensuring a consistently high-quality experience. -Champion automation, AI integration, and proactive service management to future-proof support operations. -Balance strategic thinking with hands-on service leadership -You take ownership of service performance, using SLAs and KPIs to drive accountability and continuous improvement. -Drive process improvements, service reviews, and other initiatives to enhance operational efficiency.

Requirements

• stakeholder management
• strategic thinking
• itil
• service delivery
• team leadership
• coaching

What You Bring

-You're confident engaging across all levels of leadership, building strong relationships with internal stakeholders, customers, and external partners to deliver consistent, high-quality service. -You thrive in dynamic environments, balancing strategic thinking with hands-on operational oversight. -You bring proven experience in IT service delivery or operational leadership, with a strong understanding of ITIL frameworks. -You lead with empathy and purpose, building high performing teams through coaching, mentoring, and clear communication.

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Benefits

-Additional wellbeing leave and flexible working arrangements. -Access to over 60 discounts with well-known brands across a variety of sectors including health and wellbeing, banking, insurance, and retail . -Social club events, furry Friday's (bring your dog to work), free yoga and fitness classes and a free onsite gym membership -Convenient Ryman owned onsite café (Pioneers Café) with affordable coffee and delicious food options

About Ryman Healthcare

-Quickly becoming a leader in retirement living and aged care. -Specializes in modern, purpose-built facilities. -Offers independent living, assisted living, and specialized dementia care. -Pioneered the 'Life's a Journey' philosophy, emphasizing vibrant lifestyles in supportive communities. -Incorporates beautiful gardens, recreational spaces, and integrated healthcare services. -Continues to innovate with plans to expand its village network and enhance healthcare offerings. -Known for unique design approach and in-house construction teams ensuring high-quality village design.

Sector Specialisms