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 looking for a leader who can build the service function needed for its next stage.
There are experienced people, deep technical knowledge and a leadership team committed to making meaningful improvements. What's needed now is someone who can bring greater structure, accountability and consistency to how the business supports its customers.

Reporting directly to the CEO and sitting on the leadership team, 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 building, improving and taking ownership, rather than simply managing what already exists.

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.
The business has recently completed a significant period of technology change. The next priority is strengthening how it delivers for customers and building a service operation that can support its future.

The Role
You'll lead three experienced managers and approximately 20 people across customer support, customer engagement and software implementation.
Your mandate is to establish a more structured and consistent approach to service delivery, with clearer commitments, accountability and meaningful measures of performance.

A significant part of the role will be improving customer satisfaction and retention, strengthening implementation delivery and creating a more connected experience from onboarding through to ongoing support and engagement.

You'll work closely with product and engineering to ensure recurring customer issues are addressed and feedback leads to improvements. You'll also explore how AI, automation and self-service can make support more accessible and effective for customers.
Just as importantly, you'll develop your managers and build capability within the existing teams, creating an operation that performs consistently without relying on individual people 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. This includes introducing better service management practices, improving customer satisfaction and creating more consistent, measurable outcomes for customers.

Experience leading managers and multidisciplinary teams will be essential, along with the ability to work across operational delivery, customer relationships and commercial priorities.
This role will suit someone who understands the challenges of supporting complex software products at scale, can work confidently with product and engineering teams and has experience managing customer escalations when things go wrong.

We're particularly interested in leaders who have improved how their teams operate through better processes, knowledge management, self-service and practical applications of AI or automation.

Experience in healthcare technology or another regulated industry would be valuable, but isn't essential.

Above all, we're looking for a 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.