Head of IT Operations

2 days ago

Melbourne, Victoria, Australia Roman Health Pharmacy LLC Full time

At Roman Health Pharmacy LLC, we're dedicated to making healthcare more efficient every day. By connecting our team with cutting-edge technology and empowering a community behind them, their potential is limitless. When that happens, we're not only helping our customers, we'll be building a stronger healthcare system that can change lives.

This role is fundamental to the success of Roman Health Pharmacy LLC as it leads and grows the team that provides IT support services that ensures the smooth day-to-day operations across the organization.

As Roman Health Pharmacy LLC continues to grow and scale globally, this role makes an impact by growing and evolving the IT support services to match the increasing demand and requirements this brings in a cost-efficient manner. You will ensure that our internal customers receive exceptional technical support and have the tools they need to be productive and successful.

You will bring industry ITSM and technology thought leadership to challenge and innovate how we manage our IT support, drive operational efficiencies, and uplift our tooling and skills across the support team globally.

You will work closely with various business stakeholders to continually enhance the business value delivered by the IT Support team, ensuring alignment with Roman Health Pharmacy LLC's strategic goals.

Key Responsibilities:
  • Scale Roman Health Pharmacy LLC's internal IT support to a global support function, ensuring we have the right team in the right location with the relevant ITSM, support processes and capabilities to ensure all our customers are supported no matter where they are.
  • Grow and develop your team and ensure succession and attrition plans in place, new team members are quickly grown into productive members of the team and that each member of your team has a development plan in place, so they can grow and advance their careers.
  • Ensure we have the appropriate tooling and processes to ensure we optimize for a self-service, auto-resolution method of ticket resolution.
  • Define, implement and measure service level obligations for IT support in Roman Health Pharmacy LLC and use data-driven metrics to inform decisions and opportunities for improvement.
  • Manage the Internal IT budget, including forecasting people and system costs and opportunities for capital investment to improve the way we work.
  • Working with the Service Delivery Team to create a consistent level of reporting for the IT Support team, that can be reported up to management with clear recommendations on improvement areas.
  • Work closely with the Head of Enterprise Systems on the pipeline of work between the two teams, to ensure that work is being completed in a prioritized manner with limited/no bottlenecks.
  • Input into the People Systems strategy, leadership and operational initiatives.
  • Cultivate a fun, rewarding, agile and results-driven culture that lives and breathes our company values, with a focus on customer service and delivery both within the immediate team and wider People Systems Team.
  • Proactively understand and manage risks as they relate to your role.
  • Proactively understand and manage compliance and regulatory obligations for your areas of responsibility.
Requirements:
  • 5+ years operational experience of running a >4000 seat IT operations/service desk enterprise over a global geographically dispersed environment.
  • 5+ years managing operational budgets in excess of ~$10M NZD.
  • 5+ years leading more than 30+ staff.
  • Demonstrated experience in creating operational metric reporting & insights.
  • Demonstrated experience in defining roadmaps and long-term planning.
  • Demonstrated experience in creating reporting for the executive leader level.
  • Knowledge in Okta, Google, Microsoft, Ticketing Systems ie: Zendesk.
  • Proven experience collaborating and building trust and effective working relationships, with stakeholders across all levels of the business.
  • Proven ability to influence outcomes at a range of levels from individual contributor to executive leader level.

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