Head of Platforms

We're on a mission to be a Force For Good, through our People, Products and Purpose at Nuix. Nuix is one of the greatest comeback Technology success stories in Australia, and we're making massive waves each day. As an ASX-listed software business with approximately 500 people across Australia, US, and EMEA, Nuix is pioneering what "good" looks like in the Australian Technology space.

Our people are fiercely passionate, love working at pace, thrive in ambiguity, think outside the box, and above all are good humans. Our impact extends beyond our day-to-day work, as we're determined to make a positive difference in the world—whether through our solutions that help top companies, governments, and agencies find the truth and combat illegal activities, or through our people who contribute both within and outside of Nuix. We are a Force For Good.

We're selective about who joins our team, and you should be too. If this resonates with you, we invite you to explore this transformative opportunity to shape our technology future.

The Role

We are seeking an experienced Head of Platforms to lead our global technology operations and customer support functions during a critical period of platform transformation. This senior leadership role is responsible for managing our current multi-environment infrastructure (SaaS, on-premise physical, and cloud solutions) while spearheading the strategic migration to a unified modern SaaS platform. The successful candidate will oversee a team of 25+ professionals across two key divisions, ensuring operational excellence during this transformation while maintaining the highest standards of system reliability and customer satisfaction across all deployment models.

Key Responsibilities

Strategic & Operational Excellence

• Lead strategic transformation from multi-environment architecture to unified SaaS platform in collaboration with Engineering Leads
• Collaborate with enterprise architects on technology roadmaps and advise on strategic platform decisions
• Drive the evaluation, adoption, and strategic use of AI tools and technologies within platform operations and customer support functions
• Drive cost optimization through platform unification and cloud environment management best practice
• Develop and maintain strategic partnerships with suppliers and consultants, managing critical contracts
• Stay current with emerging technologies and drive adoption of beneficial innovations

Leadership & Team Management

• Lead high-performing Production TechOps and Product Support teams across global locations
• Provide strategic direction, mentoring, and career development for all teams
• Foster culture of continuous improvement, collaboration, and technical excellence
• Establish performance metrics, KPIs, and accountability frameworks

Production TechOps Management

• Oversee multi-environment production infrastructure ensuring 99.9%+ uptime across all platforms
• Manage complex incident response and break-fix for the group's production environments
• Lead technical strategy and execution for migrating on premise solutions to unified SaaS platform
• Drive automation initiatives and infrastructure-as-code practices across hybrid deployments
• Ensure rigorous observability, capacity planning, and performance optimization
• Coordinate with development teams on deployment strategies and ensure compliance with security and regulatory standards

Product Support & Customer Experience

• Manage global customer-facing help desk, customer advice and problem solving for Nuix products across diverse deployment models
• Develop specialized support frameworks for customers at different migration stages
• Establish and maintain tailored service level agreements (SLAs) for each deployment model
• Handle customer escalations
• Implement AI augmentation for customer queries and knowledge management

Skills, Knowledge and Expertise

• Deep understanding of multi-environment highly available production infrastructure (SaaS, on-premise, hybrid cloud)
• Proven experience leading large-scale platform transformation initiatives
• Expert knowledge of automation tools and infrastructure-as-code
• Experience working within high growth software development industries, operating cloud-based, highly available and scalable enterprise applications, or machine learning-based systems utilizing large, diverse data sets
• Experience managing global teams across multiple time zones and cultures
• Ability to look at solutions in creative ways, recognize opportunities to innovate, and engage partners in a vision and strategy
• Coached, influenced, and inspired multiple teams to tackle complex technical problems
• Strong communication skills with a high degree of comfort speaking with customers, senior executives, and engineers
• Bachelor's degree in Engineering, Computer Science, or related technical field

This role requires occasional international travel and availability for global team collaboration across multiple time zones.

Nuix Values (TRUTH)

• Take Ownership
• Resilient
• Unafraid
• Team Nuix
• Hero Our Customers

We believe in these principles and seek to weave them into the fabric of our daily work at Nuix. In doing so, we co-create a dynamic and purposeful company culture that we can be proud of and want to belong to.

Nuix Vision:
Be a force for good by finding truth in a digital world.

Nuix Mission Statement:
Nuix creates innovative software that empowers organizations to simply and quickly find the truth from any data in a digital world. We are a passionate and talented team, delighting our customers with software that transforms data into actionable intelligence.

Nuix is an Equal Opportunity Employer.