Head Of Services

Lumary; Launceston; Híbrido; AUD 150.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Flexible hours

Monthly town halls

Social connection days

Engagement surveys

Empowering sustainable healthcare

Descripción de la vacante

Lumary is a high-growth healthtech company transforming healthcare technology globally. We seek a Head of Services to lead a team of business and technical consultants, project managers, implementing solutions in disability and aged care.

The role partners with Sales, Product and Customer Success to drive adoption, value and scalable delivery. The role is flexible between hybrid (Adelaide or Sydney) or remote Australia-wide, with a focus on trusted leadership, operational excellence and customer

Formación

• Led services, delivery or consulting teams in a technology business.
• Commercial fluency: utilisation, forecasting and contract risk are familiar ground.
• Delivered or led enterprise SaaS implementations (Salesforce ecosystem experience is a real advantage)
• Credibility with executives, including when the conversation is hard.

Responsabilidades

• Leading, coaching and developing the services team, and building a culture of trust and transparency.
• Overseeing the portfolio of active implementations: progress, risks, quality and customer health.
• Building direct relationships with customer executive sponsors, and acting as senior escalation point in difficult conversations alongside your team.
• Managing utilisation, revenue forecasting and resourcing so the right people are on the right projects at the right time.
• Owning the financial performance of the practice: tracking revenue, margin and spend, and keeping services sustainable.
• Reviewing the services pipeline with Sales, signing off on effort, margin, risk and contingency before deals land on the delivery team.
• Standardising and automating repeatable parts of our implementation methodology, leaning on engineering and AI.

Conocimientos

Leadership

Delivery management

Forecasting

SaaS delivery

Herramientas

Salesforce

Descripción del empleo

Job Description

About Lumary

Lumary is a high-growth global healthtech company on a mission to revolutionise technology for the healthcare industry. We do this by developing solutions that support and empower service providers, working together to ensure better outcomes for people that need care. This commitment to partnership has been a key part of our success so far, and we are driven to continue evolving our products and our people so we can impact the healthcare community to thrive on a global scale.

Join Lumary and grow with us

You will be working in an agile and start-up environment, with plenty of opportunities for you to lean in and develop your skills to make a meaningful contribution to Lumary’s mission and your career development. We push ourselves to build innovative products and deliver a first-rate customer experience to enable better outcomes for healthcare providers and their clients receiving care. Our culture evolves with us on our scale-up journey. We focus on connection and building deep relationships with each other. We act in service of others to enable collective success and support. We think strategically and take ownership in our domains at every level. We remain positive and adaptable through change and growth. You will find yourself quickly growing in your career, led by you and supported by us, and backed by a collaborative team that is open to new ideas and encourages everyone to bring their best selves to work.

About the Role

When a provider signs with Lumary, our services team makes it real. Implementation, configuration, training, go-live, adoption. As Head of Services, you will lead that function: a team of business and technical consultants, project managers implementing solutions across a complex disability and aged care sector.

Reporting to our AU President, you will own four things that need to work in unison: time to value for our customers and real adoption of the platform, the commercial health of the practice, continuous improvement so delivery gets more standardised and scalable, and cross-functional leadership across Sales, Product and Customer Success. We are searching for a leader who builds trust, grows their people, and is customer obsessed.

This role is being offered on a Hybrid-basis should the successful candidate be based in Adelaide or Sydney (Lumary office locations), or on a Remote-basis if the successful candidate is not located near an office location. Applications from candidates who are based Australia-wide are welcomed.

The day to day role may look like

• Leading, coaching and developing the services team, and building a culture of trust and transparency
• Overseeing the portfolio of active implementations: progress, risks, quality and customer health
• Building direct relationships with customer executive sponsors, and acting as senior escalation point in difficult conversations alongside your team
• Managing utilisation, revenue forecasting and resourcing so the right people are on the right projects at the right time
• Owning the financial performance of the practice: tracking revenue, margin and spend, and keeping services sustainable
• Reviewing the services pipeline with Sales, signing off on effort, margin, risk and contingency before deals land on the delivery team
• Standardising and automating repeatable parts of our implementation methodology, leaning on engineering and AI

You Have

• Led services, delivery or consulting teams in a technology business, spanning project management and consulting disciplines
• Commercial fluency: utilisation, forecasting and contract risk are familiar ground
• Delivered or led enterprise SaaS implementations (Salesforce ecosystem experience is a real advantage)
• Credibility with executives, including when the conversation is hard

You might not tick every single box, and that's okay. If the leadership is there, we want to hear from you.

Lumary's Core Values

• We 'Lead with an open heart' - meaning we cultivate trust even when there is no trust, assume good intentions and have the courage to be vulnerable.
• We 'Start with the end in mind' - meaning we focus on the long-term impact of our actions, making decisions with purpose and sustainability in mind.
• We 'Take action in uncertainty' - meaning we are proactive in taking the next best step in uncertainty and complexity, exercise autonomy and we learn by doing.
• We 'Enable others for our collective good' - meaning we are kind and act in service of others. When we take care of ourselves and each other we take care of the community.

Benefits of working with Lumary

• Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide or Sydney, alternatively fully remote
• Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
• Monthly town halls for connection and company alignment
• Monthly dedicated Social Connection days
• Quarterly employee engagement surveys (currently at 82% engagement and trending upwards)
• Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare

The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve, and have full working rights in Australia.

We are proud of the work we are doing and the team we have built so far.

Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community.

At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe, valued and respected.

The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve, and have full working rights in Australia.