About the role

The Opportunity
Our client, an established healthcare technology business, is entering an important period of change, with a clear focus on improving customer experience and rebuilding customer confidence.
Following a demanding platform migration, the business is investing in reshaping how it supports customers, delivers software implementations and provides ongoing training and support.

With an initial service improvement programme planned, the opportunity is to build on that work, embed better ways of operating and lead the function through its next stage.
There are experienced people, deep technical knowledge and a leadership team committed to making meaningful improvements. What's needed is someone who can bring consistency, accountability and strong operational leadership to how the business serves its customers.

Reporting to the Chief Growth Officer, you'll have the opportunity to shape service delivery across New Zealand and Australia, with the backing to make real change.
This is a role for someone who enjoys improving how things work, developing people and taking ownership of customer outcomes.

The Company
Our client is an established healthcare software provider with more than 30 years in the market, supporting approximately 1,300 healthcare practices across New Zealand and Australia.
Its technology plays an important role in day-to-day healthcare operations, where reliability and responsive support directly affect the people using it.

Following a significant period of technology change, the business is focused on strengthening customer service and building an operation that can support its future.
The RoleYou'll lead three experienced managers and approximately 20 people across customer support, software implementation and training.

Your mandate is to take ownership of the service operation, embed improvements already underway and establish a more consistent approach to how customers are supported.
A significant part of the role will be improving customer satisfaction and service performance, strengthening implementation delivery and ensuring customers experience a smoother transition from onboarding into ongoing support.

You'll work closely with Customer Success, product and engineering to address recurring customer issues and ensure feedback leads to meaningful improvements. You'll also continue developing opportunities for AI, automation and self-service to improve how support is delivered.

Just as importantly, you'll develop your managers and build capability within the existing teams, creating an operation that performs consistently without relying on individuals to resolve every issue.
This is a hands-on leadership role, combining operational improvement with direct customer engagement and influence across the wider business.

The Fit
We're looking for an experienced service leader from a customer-facing software, SaaS or technology business, ideally someone who has led both application support and software implementation or professional services teams.
A strong track record of building or significantly improving service operations is important, particularly experience introducing better service management practices, improving customer satisfaction and creating measurable outcomes.

Direct experience overseeing complex software implementations, data migrations, go-lives and customer handovers will be particularly relevant.
This role calls for someone who can inherit an operation going through change, build on the work already done and establish the discipline needed to sustain improvements.

Strong people leadership is essential, particularly experience developing managers, building accountability and leading teams through change. Equally important is the ability to work closely with senior leaders, engage directly with customers and make sound decisions based on evidence.
Experience in healthcare technology or another regulated environment would be valuable, but isn't essential.

Above all, we're looking for a practical, hands-on leader who can build capability in others, bring structure without unnecessary bureaucracy and deliver improvements that customers genuinely notice.

The role is Auckland-based, with hybrid working and regular travel across New Zealand and Australia.

Please note, only candidates currently based in New Zealand with valid working rights will be considered.