Head of Technology, Service Delivery

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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-driven Head 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

The Head 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

• 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.
• 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.).
• 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.
• 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.
• 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 including Privacy Act 1988, OAIC guidelines, and relevant state-based health information laws.
• 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!