Job Description

We are seeking an experienced IT Operations Lead to join Medem Group in a permanent and full time capacity, to lead our IT Operations, based at our Sydney Office in Surry Hills, NSW 2010!

Role Purpose

The IT Operations Lead will lead Medem Group’s internal IT function, supporting all employees across Australia and New Zealand.

This hands-on, operational role is responsible for the delivery and continuous improvement of our group-wide internal IT services to support the business in ensuring reliability, security, and scalability.

The position is responsible for the management of staff and their access to and use of internal business systems and technology initiatives that enable organisational growth and operational excellence.

Key Responsibilities

• Internal IT Systems Management – Manage internal IT systems including Microsoft 365, Jira and Confluence, Slack, and 1Password, utilising tools such as Intune to ensure onboarding efficiencies, account provisioning, permissions administration, and offboarding.
• Asset Management – Manage IT assets, including planning, acquiring, tracking, maintaining, and retiring IT assets (hardware, software, and cloud resources) to ensure optimal performance, cost efficiency, compliance, and risk control throughout their lifecycle.
• Service Delivery & Support – Lead the internal IT support function in accordance with SLAs, monitoring performance, and driving continuous improvement in service quality to ensure Medem staff have the IT tools they need to perform their duties.
• Projects & Change Management – Drive the delivery of nominated internal IT projects on time and within scope and budget, ensuring staff engagement and effective support during transitions.
• Disaster Recovery & Business Continuity – Support Medem’s business continuity through maintaining and regularly testing DR/BC plans to ensure minimal downtime to critical business systems.
• Internal Stakeholder Engagement – Act as the primary liaison between IT and business units, translating technical concepts into clear, actionable plans that bring efficiencies into our IT processes and platforms.
• Reporting – Provide monthly reporting including nominated initiatives, IT performance (SLAs, incidents, outages), and improvement initiatives.
• IT Strategy & Governance – Support Medems’ LT by contributing to the execution of the IT strategy, seeking their guidance on IT project prioritisation, ensuring alignment with organisational goals, and potential emerging technologies.

About Us

At Medem Group, we transform healthcare with innovative technology solutions that empower professionals to deliver better care.

Our solutions, Z Software and MediMap, streamline workflows and improve efficiency for pharmacies, aged care, and healthcare providers across Australia and New Zealand.

We foster a collaborative environment where your ideas make a real difference, and we’re focused on purpose-driven work that impacts healthcare outcomes while supporting growth and innovation.

About You

You’re a hands-on IT operations professional who thrives on building reliable, secure, and scalable workplace technology environments. You bring strong experience across tools like Microsoft 365, Slack, Jira, and identity/access management, with a track record of improving service delivery and leading IT initiatives end-to-end.

Highly organised and delivery-focused, you’re comfortable managing competing priorities in a fast-paced environment while maintaining strong governance and compliance. You’re a collaborative partner who can translate technical concepts into clear outcomes, and you use data to drive continuous improvement.

You’re also forward-thinking, with an interest in emerging technologies like AI, and passionate about enabling teams with the tools and support they need to succeed.

Key Competencies

• Operational Leadership and Execution – Demonstrated ability to manage and execute day-to-day technology operations and ensure reliable delivery to meet business needs.
• Technical Expertise – Strong understanding and experience with tools used to support business operations, such as Microsoft 365, Slack, Jira, password management, and CRMs, general networking, and cybersecurity frameworks.
• Communication – Excellent verbal and written skills, capable of engaging both technical teams and executive stakeholders.
• Organisational Skills -Strong organisational capability, able to manage multiple priorities, stakeholders and timelines simultaneously.
• Project Management – A track record of delivering cross-functional IT projects on time and on budget.
• Problem Solving – Analytical mindset with the ability to troubleshoot critical issues under pressure.
• Team Oversight – Experience working with diverse, geographically dispersed teams.
• Cross-Functional Collaboration – Experience working in a cross-functional team environment to achieve organisational goals

Measures Of Success

Comprehensive Key Performance Indicators (KPIs) will be developed and reviewed annually in accordance with Medem’s business strategy and performance management framework, ensuring sustained alignment with business priorities and continuous performance improvement.

Below is a high-level overview of how success is assessed for this role:

• User Experience – Positive feedback and satisfaction scores from internal business stakeholders.
• Operational Efficiency – Reduced turnaround times and improved processes or workflows.
• Compliance and Risk Management – Adherence to industry standards, policies, and regulations.
• Team Effectiveness – High team engagement, retention, and productivity.
• Service Quality – Consistent delivery of high-quality products or services.
• Innovation Impact – Implementation of ideas or improvements that enhance business outcomes.

Why Join Us?

• Competitive, market-aligned remuneration package
• Flexible working arrangements to support work-life balance
• Opportunity to be part of our rapid growth plans
• Professional development opportunities
• Working with a great team – gaining massive exposure

Location: Flexible working arrangements are available from our Surry Hills office, conveniently located near public transport, paid parking, and a great selection of cafes and restaurants.

If you’re a skilled and proactive IT professional, passionate about working for a scaling business that is making a difference in the pharmaceutical, aged care & healthcare software industry, we’d love to hear from you!