Head of Services

Lumary is a high-growth global healthtech company on a mission to revolutionise technology for the healthcare industry. We do this by developing solutions that support and empower service providers, working together to ensure better outcomes for people that need care. This commitment to partnership has been a key part of our success so far, and we are driven to continue evolving our products and our people so we can impact the healthcare community to thrive on a global scale.

About the Role

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.

The day to day role may look like

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

You Have

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.

Lumary's Core Values

Skills can be taught, but values are lived. At Lumary, our core values aren't just posted on our website and covered once at induction, they guide every decision we make and every interaction we have. We look for team members who naturally resonate with these principles, not just a list of qualifications or experience. If these values speak to you, you’ll likely find that you thrive in our environment.
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.

Benefits of working with Lumary

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

We are proud of the work we are doing and the team we have built so far.

Join us and be part of a team working together to do better. From the advanced products we build to our philanthropic work, we connect with the belief that what we do every day is positively impacting the lives of our community.

At Lumary, we value diversity and believe in a culture of inclusivity, regardless of race, religion, age, gender identity, sexual orientation, physical or mental ability, or ethnicity. We are committed to building a welcoming workplace where everyone feels safe, valued and respected. 

The successful candidate will be required to undergo employment screening checks relevant to the healthcare industries we serve, and have full working rights in Australia.