Managed Services Technical Manager

Your role at St John of God Health Care  

We are seeking an experienced Managed Services Technical Manager to provide technical and commercial leadership over our outsourced network managed services and other critical technology providers. This role is pivotal in ensuring our technology services are resilient, secure, and fit for purpose—supporting the delivery of healthcare services that make a real difference in the community.

As the technical owner for key vendors, you will be accountable for end‑to‑end service performance across network services as well as selected cloud, infrastructure, and security platforms. You will balance deep technical oversight with strong commercial governance, ensuring contractual obligations, service levels, and continuous improvement outcomes are consistently met.

The Position

• Primary technical interface to network service providers and other strategic MSPs; validate vendor designs, architectures, configurations and adherence to standards.

• Maintain vendor accountability for capacity, security, resilience and contractual commitments; escalate and recommend remediation or contract actions when thresholds are breached.

• Own day to day commercial oversight of vendors, track contractual entitlements (capacity, support SLA’s) invoice accuracy, service credits and escalations arising from performance.

• Manage change orders and scope control, validate technical impact and cost implications for changes.

• Own network SLAs/KPIs (availability, latency, packet loss, throughput, jitter) and monitor vendor performance; enforce corrective action plans and verify remediation.

• Manage technical acceptance, SLAs and performance for cloud, infrastructure, security appliances and other critical third‑party services; ensure consistent measurement and reporting across vendors.

• Act as technical escalation lead for complex/high‑impact incidents involving networks or other managed services; coordinate multi‑vendor and internal response to restore service.

• Lead RCAs with vendors, ensure permanent fixes are delivered, tested and validated; reduce repeat incidents.

• Validate vendor adherence to network/security controls, regulatory requirements and audit evidence; conduct technical risk assessments for changes and new service onboarding.

• Drive automation, observability and standardisation across vendors.

• Provide high level input on Solution Architecture Designs to ensure alignment with existing and future enterprise systems technologies, platforms and design patterns.

• Provide concise technical status, risk and capacity reporting to the CIO and senior technology leadership.

• Liaise between network engineering, cloud, SRE/ops, security, procurement and vendors to align priorities and delivery.

• Work with Procurement and Legal to manage third party Service Level Agreements and monitor performance to ensure delivery is in line with contractual obligations and performance metrics.

• Develop and manage annual capital and operational budgets (including staffing, licensing and maintenance, and routine replacement capital) to ensure sufficient funding to maintain, upgrade and replace key systems and databases within the remit of this role.

• On‑call/responsiveness for major incidents; flexible hours during escalations.

You will bring relevant qualifications and proven experience in a comparable role, with a strong background in technology operations. You will have a demonstrated track record of effectively leading vendor escalations, driving remediation activities, and improving performance across network and broader technical domains. You will also have a minimum of five years’ experience working in a technology operational environment aligned to the scope and responsibilities of the contracts being managed, enabling you to confidently manage complex issues and deliver sustainable outcomes.

To succeed in this role, you will demonstrate an assertive, pragmatic vendor‑management mindset with strong facilitation and stakeholder coordination skills. You have proven experience managing or technically overseeing third‑party service providers in complex environments of a scale comparable to SJGHC. You are confident reviewing and enforcing contractual SLA’s and SOW’s from a technical perspective, ensuring vendor performance, accountability, and alignment with organisational objectives.

You will bring strong analytical skills and attention to detail, with the ability to quantify the impact of outages, performance degradation, and remediation costs. You are comfortable working cross‑functionally with Procurement, Legal, and Finance to translate technical evidence into clear commercial outcomes. Your experience validating invoices and supporting cost accuracy ensures robust financial governance and value realisation from supplier engagements.

Above all, people will be at the core of everything you do committing to and supporting our Mission and Values.

All applicants are asked to submit a covering letter (of no more than two (2) pages) demonstrating how you meet the above position requirements.

We can offer you.

• Highly competitive renumeration package

• Permanent full-time opportunity - sponsorship is not offered for this role and full Australian work rights is required to be considered

• Working from home arrangements (40%), a minimum of 3 days working in the office is required 

• Based from our Perth CBD office or Melbourne CBD office.

• Central CBD location, close to bus and train stations

• Salary packaging up to $18,550 on a range of benefits such as mortgage, rent, meal entertainment, holiday accommodation or other everyday living expenses as well as options to salary package benefits above the FBT cap on items such as:

  • Novated leasing 

  • work related expenses.

  • self-education and

  • additional superannuation

• A healthy work-life balance through flexible work options, additional purchased leave, and well-being programs

• Employee discount on St John of God Hospital & Medical Services and Private Health Insurance

• Employee support through our dedicated free Employee Assistance Program (EAP)

For general enquiries regarding the recruitment process (including access to the position description), please contact Mel Schook, Team Leader Recruitment, on (08) 6116 0534.

Unsolicited contact and applications via agencies will not be accepted

St John of God Health Care embraces diversity and strongly encourages applications from Aboriginal and Torres Strait Islander peoples and people with disabilities. We are committed to providing a safe environment for all children and vulnerable people in our care and proactively take measures to protect children/vulnerable people from abuse.