Head Of Support Services - Information Technology

Nanosonics is seeking a Director of Information Technology Services. This position is a fully remote with preference for candidates located in the greater Indianapolis, Indiana area.
We improve 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.

Global HQ is located in Macquarie Park, Sydney, where all Research & Development, Manufacturing and Corporate functions reside. The Director, Information Technology Services - Americas 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 optimisation and delivery performance.
Provide leadership, coaching and direction to internal teams and delivery partners and uplift business capabilities in the technology space.

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.

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.

Medical, dental, and vision benefits with employer HSA contributions and FSA options
Immediately vested 401K (US) with company match
Paid Vacation, Holidays and Sick Time
Make a difference in your community with 8 hours of Volunteer Paid Time Off each year, giving you the ability to support a cause or organization of your choice.
Employer-paid short-term disability, long-term disability, and life insurance
Robust Employee Assistance Program
Tuition Reimbursement for eligible programs
If you’re passionate about contributing to an environment where diversity thrives, we encourage you to apply.