R&D Lead

At TechnologyOne, our mission is simple: to simplify life for our customers and help them thrive in a world that’s always evolving. As we continue to expand, we’re excited to welcome an experienced R&D Lead to our Melbourne Curriculum Technical Services team. Overview The Curriculum Technical Services team is responsible for the technical service delivery for customer SaaS implementations and Level 3 operational support for the global customer base. We are seeking an experienced R&D Lead to drive the successful delivery of technical services engagements while also overseeing Level 3 operational support activities. This hybrid role combines structured project leadership with deep operational oversight, ensuring our customers receive both exceptional implementation outcomes and high‑quality ongoing support. Responsibilities Leading end‑to‑end delivery of implementation, integration, and consulting engagements Managing scope, timelines, resources and risks across multiple concurrent projects Facilitating customer discovery sessions, requirements gathering, and solution design Ensuring project governance, methodology adherence, and delivery quality Coordinating cross‑functional solution consultants, developers/engineers, QA analysts to ensure successful outcomes Maintaining strong customer communications, expectation management, and stakeholder alignment Supporting pre‑sales scoping and estimates Reporting on delivery health, milestones, KPIs and overall project performance Acting as senior escalation point for complex technical and operational issues Working closely with business analysts to oversee triage, root‑cause investigation, and resolution of high‑severity incidents Ensuring timely communication and updates to customers and internal stakeholders during incidents Working with development, engineering, and product teams to diagnose systemic issues when required Driving continuous improvement of support processes, runbooks, and knowledge bases Ensuring operational SLAs, reporting, and escalation pathways are clearly maintained Qualifications Proven delivery experience in SaaS implementations and senior operational (L3) support roles Deep understanding of enterprise software, cloud platforms, integrations and SaaS environments Demonstrated experience solving complex technical issues and leading high‑severity incident response Strong stakeholder management: confident engaging with technical teams, executives and customers Ability to balance structured project delivery with responsive operational support work Experience with delivery methodologies (Agile, waterfall, hybrid) and operational frameworks (ITIL or similar) Excellent communication skills, especially during escalations and incident situations Skilled in risk management, prioritisation, and operating calmly under pressure Strong analytical skills with a focus on root‑cause analysis and continuous improvement Familiarity with SLAs, SLOs, uptime targets, and operational reporting metrics Ability to mentor support staff and uplift team capability High level of professionalism, customer empathy and commitment to quality outcomes Benefits Competitive remuneration package Industry leading employee share plan Amazing culture – 8 times Australian Business Awards “Employer of Choice” winner Team events & celebration of diversity Flexible hours – family‑friendly and value life outside of work Free gym membership in your region or, if located at HQ, a new state‑of‑the‑art gym onsite available 24/7 Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice Free breakfast and coffee on‑site Defined career framework – know your options and how you can get there Why Join Us? TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us deliver on our mission to better our community. We pride ourselves on providing our people with earned recognition through talent mapping and career progression, competitive salaries and a supportive tribe environment. Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people. When you experience Life at TechnologyOne you’ll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with. #J-18808-Ljbffr