Head of Managed Services & Operations (Healthcare SaaS)

Rauland Australia Pty Ltd; Melbourne; On-site; AUD 180,000 - 280,000; Full time

Job summary

Rauland Australia Pty Ltd is seeking a senior leader to head our managed services and escalated technical support for healthcare customers. You will own service outcomes, guide major incidents and drive continual improvement in an ITSM and ITIL framework.

Reporting to the Head of Solution Delivery & Managed Services, you will build high-performing teams, balance customer outcomes with commercial priorities, and position Rauland for sustainable growth in healthcare technology.

Qualifications

• Proven leadership across managed services or technical operations.
• Strong technical and service management capability, with ITSM/ITIL experience.
• Customer-focused mindset with experience managing incidents and escalations.
• Commercial acumen balancing customer outcomes, investment and costs.
• Continuous improvement mindset to grow teams and service maturity.

Responsibilities

• Lead and grow managed services operations, delivering reliable, high-quality software-based services and strong customer outcomes.
• Drive service performance and operational excellence through ITSM, problem management and continuous improvement.
• Own critical service outcomes, leading major incidents, escalations and service recovery while protecting availability and customer trust.
• Balance customer, technical and commercial priorities to improve service delivery, operational efficiency and sustainable service growth.
• Build and develop a high-performing technical team, strengthening capability and evolving service delivery as the managed services function grows.

Skills

Leadership

Managed services

ITSM

ITIL

Incident management

Commercial acumen

Job description

Rauland Australia Pty Ltd is seeking a senior leader to head our managed services and escalated technical support for healthcare customers. You will own service outcomes, guide major incidents and drive continual improvement in an ITSM and ITIL framework.

Reporting to the Head of Solution Delivery & Managed Services, you will build high-performing teams, balance customer outcomes with commercial priorities, and position Rauland for sustainable growth in healthcare technology.