Role Purpose
The Senior Project Manager & Support Manager will be responsible for the successful delivery of complex healthcare technology projects whilst overseeing Business-as-Usual (BAU) customer support services.
The role combines project delivery, customer relationship management, service oversight, operational leadership, and continuous improvement to ensure both project and support functions operate effectively and deliver exceptional outcomes for clients.
The postholder will act as a senior point of contact for customers, internal teams, and key stakeholders, ensuring projects are delivered on time, within scope, and within budget whilst maintaining high levels of customer satisfaction across ongoing support services.
As the organisation continues to grow, the successful candidate will demonstrate the leadership capability to help develop and shape future project management and support teams, contributing to the continued evolution of the Project Management Office (PMO).
Key Responsibilities
Project Delivery
- Lead and manage multiple healthcare technology implementation projects simultaneously.
- Develop detailed project plans, schedules, milestones, and resource requirements.
- Ensure projects are delivered on time, within scope, within budget, and to agreed quality standards.
- Coordinate internal resources and third-party suppliers to ensure successful project delivery.
- Monitor project progress and proactively address risks, issues, dependencies, and delays.
- Manage project scope, change requests, and stakeholder expectations throughout the project lifecycle.
- Facilitate effective communication between customers, project teams, and senior stakeholders.
- Produce and maintain comprehensive project documentation, plans, reports, and governance records.
- Conduct project reviews and lessons learned activities to support continuous improvement.
- Measure project performance using appropriate systems, tools, and reporting mechanisms.
Customer Support & Service Management
- Oversee Business-as-Usual (BAU) customer support services for existing customers.
- Act as an escalation point for customer issues, incidents, and service concerns.
- Monitor service performance and customer satisfaction, ensuring service levels are maintained.
- Work closely with support, implementation, development, and integration teams to resolve customer issues efficiently.
- Identify opportunities to improve support processes, customer experience, and service delivery.
- Build and maintain strong customer relationships, acting as a trusted advisor where appropriate.
- Ensure customer issues are managed professionally and resolved within agreed timescales.
Financial & Resource Management
- Support the Head of Project Management with project financial management and reporting.
- Monitor project budgets, resource allocation, planned hours, and actual utilisation.
- Ensure project profitability is maintained through effective resource and budget management.
- Support revenue recognition activities and professional services reporting.
- Assist with forecasting resource requirements across project and support activities.
Governance, Risk & Quality
- Maintain project governance standards and PMO best practices.
- Proactively identify, assess, manage, and mitigate project and operational risks.
- Maintain risk, issue, decision, and action logs.
- Ensure all deliverables meet agreed quality standards, customer expectations, and regulatory requirements.
- Escalate significant risks, issues, and concerns to senior management where appropriate.
- Support the development and continuous improvement of project management and support processes.
Leadership & Stakeholder Management
- Act as the primary point of contact for project and support-related matters.
- Build strong working relationships with customers, suppliers, and internal stakeholders.
- Provide clear and timely updates to customers and senior management.
- Prepare and deliver project status reports, performance updates, and executive-level presentations.
- Demonstrate leadership capabilities and contribute to the future development of project management and support teams as the organisation grows.
- Mentor and support colleagues, promoting collaboration, knowledge sharing, and continuous improvement.
Essential Requirements
- MSc in Project Management, Business Management, Healthcare Informatics, or a related discipline.
- PRINCE2 Practitioner qualification.
- Demonstrable experience working with the In Touch with Health platform, including implementation, configuration, project delivery, customer engagement, and operational support.
- Proven experience delivering complex healthcare technology projects.
- Experience managing Business-as-Usual (BAU) customer support services.
- Strong understanding of project management methodologies, governance frameworks, and best practices.
- Excellent stakeholder management skills with experience engaging customers, suppliers, and senior leadership teams.
- Experience managing project budgets, resource allocation, financial reporting, and project governance.
- Strong risk, issue, dependency, and change management experience.
- Excellent communication, presentation, and reporting skills.
- Ability to manage multiple competing priorities within a fast-paced environment.
- Strong problem-solving and decision-making abilities.
- Ability to work independently within a fully remote environment.
Desirable Requirements
- Experience using NetSuite, Ruddr, or equivalent project and professional services management tools.
- Experience working within NHS, private healthcare, or healthcare software environments.
- Experience supporting software implementation, integration, and digital transformation projects.
- Experience establishing or developing project management and support functions within a growing organisation.
- Demonstrable leadership potential with the ability to build and manage teams in the future.
Pay: $97,000.00 – $180,000.00 per year
Work Location: Hybrid remote in Melbourne VIC 3000
