Technology Director, Service Excellence

Job Overview

The primary objective of this role is to ensure the seamless delivery and maintenance of technology services across various touchpoints, thereby contributing to the organization's overall success.

This position plays a pivotal part in aligning technology delivery with business objectives, ensuring high availability, and maintaining support standards, while continuously improving service quality.

• Key Responsibilities:
• Oversee the day-to-day operations and support of IT services across multiple sites, retail locations, and digital channels.
• Develop and manage service level agreements (SLAs), ensuring uptime, performance, and responsiveness meet agreed targets.
• Coordinate cross-functional efforts to resolve technology issues, reduce downtime, and ensure smooth clinical and operational workflows.
• Manage complex IT environments, including Practice Management Software (PMS), Electronic Health Records (EHRs), diagnostic integrations, and secure messaging platforms.
• Lead the reliable operation and continuous improvement of core systems, including POS systems, telehealth tools, and cloud platforms.
• Ensure secure and efficient rollout and maintenance of clinic hardware, including workstations, diagnostic devices, network systems, etc.
• Oversee partner-led service management operations and support functions for both clinical and head office users.
• Drive improvements in support response times, knowledge base utilization, ticket resolution, and user satisfaction.
• Implement ITIL-based processes to improve incident, problem, change, and configuration 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.
• 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, including Privacy Act 1988 and relevant state-based health information laws.
• 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 enhance staff engagement with technology tools.

• Education:
• Bachelor's degree in Information Technology, Computer Science, Health Informatics, Engineering, or related field.
• ITIL Foundation certification strongly preferred.
• Additional certifications in project management, infrastructure, or cloud computing are advantageous.

• At least 8-10 years of 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, preferably with optometry experience.
• 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.

• 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.