Head of Services

When a provider signs with Lumary, our services team makes it real. Implementation, configuration, training, go-live, adoption. As Head of Services, you will lead that function: a team of business and technical consultants, project managers implementing solutions across a complex disability and aged care sector.

Reporting to our AU President, you will own four things that need to work in unison: time to value for our customers and real adoption of the platform, the commercial health of the practice, continuous improvement so delivery gets more standardised and scalable, and cross-functional leadership across Sales, Product and Customer Success. We are searching for a leader who builds trust, grows their people, and is customer obsessed.

This role is being offered on a Hybrid-basis should the successful candidate be based in Adelaide or Sydney (Lumary office locations), or on a Remote-basis if the successful candidate is not located near an office location. Applications from candidates who are based Australia-wide are welcomed.

• Leading, coaching and developing the services team, and building a culture of trust and transparency
• Overseeing the portfolio of active implementations: progress, risks, quality and customer health
• Building direct relationships with customer executive sponsors, and acting as senior escalation point in difficult conversations alongside your team
• Managing utilisation, revenue forecasting and resourcing so the right people are on the right projects at the right time
• Owning the financial performance of the practice: tracking revenue, margin and spend, and keeping services sustainable
• Reviewing the services pipeline with Sales, signing off on effort, margin, risk and contingency before deals land on the delivery team
• Standardising and automating repeatable parts of our implementation methodology, leaning on engineering and AI

• Led services, delivery or consulting teams in a technology business, spanning project management and consulting disciplines
• Commercial fluency: utilisation, forecasting and contract risk are familiar ground
• Delivered or led enterprise SaaS implementations (Salesforce ecosystem experience is a real advantage)
• Credibility with executives, including when the conversation is hard

You might not tick every single box, and that's okay. If the leadership is there, we want to hear from you.

• We ‘Lead with an open heart’ - meaning we cultivate trust even when there is no trust, assume good intentions and have the courage to be vulnerable.
• We ‘Start with the end in mind’ - meaning we focus on the long-term impact of our actions, making decisions with purpose and sustainability in mind.
• We ‘Take action in uncertainty’ - meaning we are proactive in taking the next best step in uncertainty and complexity, exercise autonomy and we learn by doing.
• We ‘Enable others for our collective good’ - meaning we are kind and act in service of others. When we take care of ourselves and each other we take care of the community.

• Flexibility to work from home and the office - hybrid working environment if based at on office location in Adelaide or Sydney, alternatively fully remote
• Flexible start and finish times - have a routine but on the days you need to book an appointment or finish early, go for it
• Monthly town halls for connection and company alignment
• Monthly dedicated Social Connection days
• Quarterly employee engagement surveys (currently at 82% engagement and trending upwards)
• Internationally growing company working towards a purposeful vision: Empowering sustainable healthcare