Director of Information Technology Services

Job Posting: Director of Information Technology Services

Company: Nanosonics

Location: United States

Work Arrangement: Remote

Travel Requirements: Travel requirements vary based on business needs and project demands.

Employment Type: Full-Time

Compensation: $140,000 - $163,000; STI: 20%

Nanosonics improves the safety of patients, clinics, their staff and the environment by transforming the way infection prevention practices are understood and conducted and introducing innovative technologies that deliver improved standards of care. Nanosonics is a company that specializes in the development of innovative solutions for the automated reprocessing of reusable medical devices.

Today, Nanosonics has a global presence with offices across Australia, Canada, the United States of America, Europe, the United Kingdom and Japan. Global HQ is located in Macquarie Park, Sydney, where all Research & Development, Manufacturing and Corporate functions reside. The US Corporate HQ is located in Indianapolis, IN.

Position Purpose

The Director of Information Technology Services serves as a trusted business partner to regional leaders, providing strategic and operational leadership for technology services across the Americas. This role ensures secure, reliable, and scalable service delivery while driving continuous improvement, governance, and alignment with Nanosonics' global technology strategy.

• Trusted business partner for ALL Technology needs for Americas Leadership Team with the aim of leveraging existing global platforms or identifying new platforms as required.
• Always thinking globally while acting locally to provide the highest quality of technology service delivery for our Americas team.
• Embrace and enhance established development processes to meet regional objectives via effective project prioritization, resource planning, and adopting existing agile methodology.
• Lead the Americas Technology Services function to ensure secure, reliable and scalable technology services for our stakeholders.
• Provide Americas Leadership team with executive-level reporting on service performance, operational risk, technology resilience, project readiness and value realization.
• Contribute to the overall Technology strategy, roadmap and operating model for core technology platforms, infrastructure, workplace technology, service management and enterprise support services.
• Partner with other domain experts in the technology space to deliver high availability, strong customer service, operational resilience and measurable business value for the Americas region.
• Mature ITIL-aligned service management practices, including incident, problem, change, request, asset, configuration and knowledge management.
• Own operational governance for technology services in Americas, including service level performance, local vendor performance, cost management, risk management and continuous improvement.
• Partner with Cybersecurity, Quality, Regulatory, Data, Applications and business teams to ensure solutions meet information security, privacy, quality and regulatory expectations.
• Partner with other Technology Leaders to manage strategic vendors and service provider relationships, ensuring performance, capability, commercial discipline and alignment to Nanosonics’ global delivery model.
• Participate in global IT disaster recovery, business continuity, critical data protection, security and asset integrity programs with other teams as required.
• Drive Technology Services strategy, roadmap and annual operating plan aligned to meet regional and product priorities.
• Act as the senior accountable leader for technology service delivery, operational excellence and service reliability in the Americas region.
• Translate business requirements into fit-for-purpose technology service capabilities, standards and investment recommendations.
• Establish success measures for Technology Services, including uptime, incident response, service satisfaction, cost optimization and delivery performance.
• Provide leadership, coaching and direction to internal teams and delivery partners and uplift business capabilities in the technology space.

Core Responsibilities

Service Delivery & Operational Excellence

• Own the end-to-end service management framework, ensuring consistent service intake, prioritization, escalation, communication and issue resolution.
• Drive continuous improvement of operational processes, automation, self-service, knowledge management, and service desk effectiveness.
• Participate in major incident response and post-incident reviews, ensuring root cause analysis, corrective actions, and transparent stakeholder communication.
• Leverage (and uplift with appropriate teams) current operating policies, procedures and standards to support audit, cybersecurity, data retention and regulatory requirements.
• Partner with Applications, Data, Cyber and Architecture teams to ensure technology standards, design requirements and operational readiness are embedded into solutions.
• Ensure high-quality transition-to-support practices for projects, including support model, documentation, monitoring, training and service acceptance criteria.
• Champion standardization, simplification, and lifecycle management across the technology portfolio.

Governance, Risk, Security & Compliance

• Ensure Technology Services practices align with Nanosonics’ quality, information security, data privacy and corporate governance requirements.
• Partner with Cybersecurity and Quality teams on risk management, vulnerability remediation, access controls, audit evidence and compliance activities.
• Maintain disaster recovery readiness and participate in business continuity planning and testing.
• Promote disciplined change management to reduce operational risk and protect business continuity.

Stakeholder, Vendor & Financial Management

• Build trusted relationships with senior business stakeholders, regional leaders, Global Process Owners and IT leadership peers.
• Manage strategic vendor relationships and service reviews, ensuring commercial discipline, performance transparency, and continuous improvement.
• Develop business cases for technology service improvements with clear value, risk, cost and delivery implications.
• Communicate service performance, risks, priorities and decisions to executive and operational stakeholders.

People & Capability

• Build, lead and develop a high-performing Technology Services team with clear roles, accountability and career development pathways.
• Conduct regular performance and development discussions for direct reports and ensure appropriate succession and capability planning.
• Ensure team adherence to QMS, cybersecurity, privacy and compliance training requirements.
• Promote an inclusive, professional, and service-oriented working environment aligned to the Nanosonics code of conduct.

Experience & Qualifications

Required Qualifications

• 10+ years’ experience in senior technology leadership, IT operations, service delivery or enterprise technology management, preferably in a global environment.
• Demonstrated experience leading technology operations across applications (ERP, CRM focus), integrations and analytics.
• Proven ability to build and mature IT service management practices, including incident, problem, change, request, asset and configuration management.
• Strong understanding of cloud and enterprise platforms, including AWS and/or Azure, Microsoft 365, identity and access management, endpoint management, networks and collaboration technologies.
• Experience managing enterprise systems support in environments such as D365 ERP, CRM, HRIS, QMS, data platforms and integrated business applications.
• Strong commercial acumen including budget ownership, vendor negotiation, contract management, licensing and cloud cost optimization.
• Demonstrated experience of working with and managing global teams, managed service providers and third-party vendors, including offshore and near-shore delivery models.
• Strong understanding of cybersecurity, privacy, risk management, disaster recovery and audit requirements in an enterprise technology environment.
• Demonstrated experience in executive stakeholder management, leadership communication, and business partnering.
• Ability to manage multiple priorities, resolve complex operational issues, and deliver measurable improvements in service quality and business outcomes.
• Experience with ITIL, Agile, project governance and change management methods such as ADKAR or equivalent.
• Bachelor's degree in information technology, computer science, engineering, business or related discipline, or equivalent professional experience.
• Experience working in dynamic, global, and regulated business environments.

Preferred Qualifications

• Experience in a medical device, healthcare, life sciences or similarly regulated environment is highly desirable.
• Postgraduate qualification in technology, business, management or related discipline desirable.
• ITIL certification or equivalent service management qualification preferred.
• Cloud, cybersecurity, architecture, project management or vendor management certifications desirable.

Candidates are encouraged to apply even if they do not meet every preferred or nice-to-have qualification.

Nanosonics is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels valued and respected. We welcome applicants of all backgrounds and strive to ensure equal opportunities in recruitment, development, and advancement. We uphold the principle of equal pay for equal work and actively work to eliminate any unexplainable pay gaps. If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.