Head of Technology, Service Delivery

14 hours ago


Quezon City, National Capital Region, Philippines SHORE Solutions Inc. Full time

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Head of Technology, Service Delivery Apply locations Quezon City time type Full time posted on Posted Yesterday time left to apply End Date: August 29, 2025 (30+ days left to apply) job requisition id R10848

We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world

About Us

We are a leading optometry provider in Australia, offering high-quality clinical care, optical retail services, and innovative digital solutions that improve eye health outcomes nationwide. Our growing network of clinics, telehealth capabilities, and online services require a technology leader who can drive operational excellence and service reliability across all touchpoints.

We are seeking a results-drivenHead of Technology, Service Delivery to lead the delivery, performance, and optimisation of our technology services – ensuring our systems and support infrastructure consistently enable superior patient and staff experiences.

Role Purpose

TheHead of Technology, Service Delivery is responsible for ensuring that all IT and technology-enabled services run effectively, efficiently, and securely across clinical, retail, and digital environments. This role plays a central part in aligning technology delivery with business and clinical needs, maintaining high availability and support standards, and continuously improving service quality.

You will lead a cross-functional team responsible for IT operations, systems support, incident management, vendor coordination, and end-user experience across a national network of optometry practices.

Key Responsibilities

1. Technology Service Delivery Leadership

  • Lead the day-to-day delivery and support of IT services across all clinics, retail locations, and digital channels.
  • Own and manage service level agreements (SLAs), ensuring uptime, performance, and responsiveness meet agreed targets.
  • Coordinate cross-departmental efforts to resolve technology issues, reduce downtime, and ensure seamless clinical and operational workflows.

2. Infrastructure & System Operations

  • Oversee the reliable operation and continuous improvement of core systems including Practice Management Software (e.g. Optomate, Sunix), POS systems, telehealth tools, EHRs, and cloud platforms.
  • Manage internal and partner resources to support on-premises, cloud, and hybrid IT environments.
  • Ensure secure and efficient rollout and maintenance of clinic hardware (workstations, diagnostic devices, network systems, etc.).

3. End-User Support & Service Desk Management

  • Oversee partner led service management operations and support functions for both clinical and head office users.
  • Drive improvements in support response times, knowledge base utilisation, ticket resolution, and user satisfaction.
  • Implement ITIL-based processes to improve incident, problem, change, and configuration management.

4. Vendor & Partner Management

  • Manage third-party technology and service delivery vendors, ensuring quality, accountability, and value for money.
  • Lead contract negotiations, service reviews, and performance monitoring of technology partners.
  • Collaborate with PMS/EHR vendors, infrastructure providers, and external consultants to ensure consistent delivery and system reliability.

5. Cybersecurity & Risk Mitigation

  • Work closely with cyber, risk, and compliance teams to ensure safe and compliant operation of all systems.
  • Maintain incident response protocols and ensure systems meet applicable standards includingPrivacy Act 1988 ,OAIC guidelines , and relevant state-based health information laws.

6. Reporting, Metrics & Continuous Improvement

  • Establish and report on key performance indicators (KPIs) and metrics related to system performance, service delivery, and user satisfaction.
  • Identify opportunities to automate workflows, reduce support volumes, and improve overall IT service maturity.
  • Develop and deliver training, communication, and adoption programs to improve staff engagement with technology tools.

Skills & Qualifications

Education

  • Bachelor's degree in Information Technology, Computer Science, Health Informatics, Engineering, or related field.
  • ITIL Foundation (or higher) certification strongly preferred.
  • Additional certifications in project management (e.g. PMP, PRINCE2), infrastructure (e.g. Microsoft, Cisco), or cloud (AWS, Azure) are an advantage.

Experience

  • 8–10 years' experience in IT service delivery, systems operations, or infrastructure management roles, with at least 3 years in a senior leadership capacity.
  • Proven success in managing multi-site healthcare or allied health technology environments (optometry experience highly regarded).
  • Strong working knowledge of healthcare-specific technologies including PMS/EHR systems, diagnostic integrations, and secure messaging platforms.
  • Demonstrated experience managing complex IT environments with multiple stakeholders, partners, and end users.

Key Competencies

  • Strong leadership and stakeholder engagement skills
  • Service-oriented mindset with a focus on end-user experience
  • Operational discipline and continuous improvement capability
  • Ability to lead and inspire technical and support teams
  • Calm and methodical approach to incident and crisis management
  • Excellent communication and vendor negotiation skills

Why Join Us?

  • Help shape the digital future of optometry in Australia
  • Lead a critical function delivering real-time impact to clinicians and patients
  • Be part of a purpose-led organisation with national reach and growth potential
  • Flexible working options and competitive remuneration
  • A collaborative, respectful, and innovation-friendly workplace culture

Join the A-Team and experience the A-Life

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