Managed Services & Operations Manager

Rauland Australia Pty; Melbourne; Sur place; AUD 150 000 - 210 000; Plein temps

Résumé du poste

Rauland Australia Pty is seeking a customer-focused operational leader to head its managed services and escalated support in Melbourne. You’ll drive service quality, incident management and performance outcomes for healthcare customers, ensuring availability and trust.

Lead a high-performing technical team, balance customer, technical and commercial priorities, and build capability to support future growth while delivering sustainable service excellence and continuous improvement across the

Qualifications

• Proven leadership across managed services or technical operations (preferably SaaS).
• Strong ITSM/ITIL expertise and experience with incident management and service recovery.
• Customer-focused mindset balancing outcomes, cost and performance.
• Commercial acumen to align investments with service performance and outcomes.
• Continuous improvement mindset to grow teams and service maturity.

Responsabilités

• Lead and grow managed services operations delivering 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 and growth.
• Build and develop a high-performing technical team and evolve service delivery as the function grows.

Connaissances

Leadership

Managed services

ITSM

ITIL

Incident management

Customer focus

Commercial acumen

Continuous improvement

Outils

ServiceNow

Description du poste

At Rauland, we partner with enterprises, hospitals and aged care providers to solve some of healthcare's most critical challenges through smart, connected technology.

Join us in delivering innovative technology solutions that make a real difference.

Lead Rauland’s managed services and escalated technical support, driving service excellence, strong customer outcomes and the operational capability needed for sustainable growth.

The Opportunity

Reporting to the Head of Solution Delivery & Managed Services, you’ll lead the operational, commercial and customer performance of Rauland’s managed services and escalated technical support functions, while building the capability to support future growth.

What You’ll Be Doing

• Lead and grow managed services operations, delivering reliable, high-quality software-based services and strong customer outcomes.
• Drive service performance and operational excellence through practical 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.

About You

You’re a customer-focused operational leader who combines technical credibility, commercial acumen and strong leadership to build high-performing teams, deliver reliable services, identify leverage of efficiencies and drive continuous improvement.

You'll Bring

• Proven leadership experience across managed services or technical operations, ideally within a software vendor, product-led or SaaS environment.
• Strong technical and service management capability, with practical experience across infrastructure operations, ITSM, ITIL and problem management.
• A strong customer mindset, with experience managing incidents, escalations and service recovery in environments where availability and trust are critical.
• Commercial acumen, with the ability to balance customer outcomes, investment, operational costs and service performance.
• A continuous improvement mindset, with the ability to develop teams, address recurring issues and drive greater service maturity and operational efficiency.

Make an Impact

Bring your technical expertise and leadership to a purpose-driven organisation, where you’ll help deliver high-quality service outcomes that improve experiences for clinicians, caregivers and patients every day.

Why Rauland?

At Rauland, we’re guided by The Rauland Way.

We believe in accountability, humility, genuine relationships and doing what we say we'll do.

We’re ambitious about the future, but we never lose sight of what's important: supporting each other, celebrating success together and delivering meaningful outcomes for our customers and communities.

You’ll join a team of capable, down-to‑earth people who genuinely care about making a difference and helping each other succeed.

As we continue to grow, you'll have the opportunity to grow with us.

Interested?

Ready to shape service excellence, build high-performing teams and make a meaningful difference in healthcare? We’d love to hear from you.

Inclusion and diversity at Rauland

We’re committed to building an inclusive workforce. If you require adjustments to support your application, we encourage you to reach out.