Technical Support Leadership Role for Healthcare Division

2 weeks ago

Sydney, New South Wales, Australia Civica Full time

At Civica, we create software that helps deliver essential services to citizens worldwide. With over 5,000 public bodies across the globe using our software, we aim to be a champion in GovTech, supporting citizens and those who serve them every day.

We are passionate about what we do and the citizens we help. If you share this passion and want to champion the use of technology in public services to improve outcomes, then Civica is the right place for you. We will help you unlock your full potential, achieve growth in your career, and make a real difference to people and communities.

About the Role

As Director of Technical Support for Health & Care, you will lead the support teams, processes, and technology that service customers and products within your division. You will work closely with your Executive Director and Head of Support.

You will lead a team of technical professionals collaborating with leaders across functions such as Service, Development, Product, and Central Functions. This is a senior leadership role requiring strategic thinking, problem-solving skills, stakeholder management experience, and an ability to operate in a fast-paced environment.

In this role, you will:

  • Plan, budget, and coordinate the performance of the division's support function to consistently achieve customer satisfaction and operational support targets.
  • Maintain familiarity with changing technology and products supported for customers.
  • Recruit and develop a high-performing support team, providing opportunities for career and skills growth.
  • Lead, direct, and motivate the team to deliver support excellence and business outcomes to a consistently high standard.
  • Define, manage, and report on KPIs against support activities.
  • Analyse support data to identify efficiencies and areas for improvement.
  • Champion continuous process improvement and innovation to drive improvement in support KPIs.
  • Deliver support excellence, increase customer satisfaction, retention, and referencability.
  • Work closely with other support leads to share and update support best practice in the wider organisation.

This role offers a competitive salary range of £80,000 - £120,000 per annum, depending on experience, plus benefits and opportunities for growth and development.

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