Technology Service Operations Lead

Shape how we support thousands of users while staying close to the action!

Lead exceptional IT Services for 7000+ staff across our 49 aged care villages

Balance strategic thinking with hands-on service leadership

Influence service strategy, performance, and customer experience

About Ryman Healthcare

At Ryman, we believe the measure of a full life is one that gets richer with age.

Ryman Healthcare is a leader in retirement living and aged care.

Our driving purpose is to enhance freedom, connection and well-being for people as we grow older.

We own and operate 49 villages in New Zealand and Australia, and we employ approximately 7,700 team members across a range of different sectors.

At the heart of our business, everything we do must be 'Good enough for mum and dad.

What will you do?

We are seeking a Technology Service Operations Lead with a passion for driving service excellence and leading high performing teams.

This is a unique opportunity to take ownership of IT service delivery in a dynamic environment, where your leadership will shape how we operate at scale and define our technology support for years to come.

In this hands-on role, you'll balance strategic thinking with day-to-day operations.

You'll lead the Tier 2 Technology Support team while maintaining oversight of both Tier 1 and Tier 2 service operations, ensuring seamless collaboration, strong performance, and consistent delivery against SLAs.

Other key responsibilities include :

Champion a customer-first mindset across all support interactions, ensuring a consistently high-quality experience.

Monitor service performance, identify trends, and present actionable insights to senior stakeholders.

Develop and maintain SLAs and KPIs that drive performance, accountability, and continuous improvement.

Drive process improvements, service reviews, and other initiatives to enhance operational efficiency.

Champion automation, AI integration, and proactive service management to future-proof support operations.

What's in it for you?

If you are the sort of person who loves working with a team of people who work to a clear purpose, you'll love this role!

In addition, a career at Ryman offers :

Additional wellbeing leave and flexible working arrangements.

Access to over 60 discounts with well-known brands across a variety of sectors including health and wellbeing, banking, insurance, and retail.

Social club events, free yoga and fitness classes, and a free onsite gym membership

Convenient Ryman owned onsite café with affordable coffee and delicious food options

Who are you?

You lead with empathy and purpose, building high performing teams through coaching, mentoring, and clear communication.

You bring proven experience in IT service delivery or operational leadership, with a strong understanding of ITIL frameworks.

You thrive in dynamic environments, balancing strategic thinking with hands-on operational oversight.

You take ownership of service performance, using SLAs and KPIs to drive accountability and continuous improvement.

You champion a customer-first mindset, ensuring every interaction is professional, empathetic, and solution-focused.

You're confident engaging across all levels of leadership, building strong relationships with internal stakeholders, customers, and external partners to deliver consistent, high-quality service.

You foster a culture of wellbeing, engagement, and professionalism, where people feel supported, valued, and empowered to succeed.

Ryman is an equal opportunities employer and welcomes applications from everyone.

We support an environment where everyone feels welcome to be themselves and celebrate individual uniqueness.

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