Senior Service Delivery Manager

Telstra Health is powering the current drive to connected healthcare in Australia and internationally. This is a unique opportunity to join an incredible team of experts in health and technology who are helping to solve some of the biggest challenges faced by the health and aged care sector. What's the opportunity? As our Senior Service Delivery Manager, reporting to the Project Director – My Health Record, you'll play a central role in one of Australia's most important digital health modernisation programs. You'll lead the delivery of ITIL services across a complex multi-provider environment and help shape how the Australian Digital Health Agency connects and operates. You'll set up and manage key service integration points and governance processes, and lead a team that keeps our services compliant, consistent, and performing at their best. Working closely with platform, security, and architecture teams, you'll bring it all together to ensure smooth, end-to-end service delivery. Expectations & Responsibilities Oversee the setup and operation of key ITIL and SIAM processes to ensure smooth service delivery across ADHA and its service providers. Monitor service performance metrics like timeliness, quality, and application management to spot trends and drive improvements. Manage escalations and provide clear, timely reports to keep executives informed. Collaborate with Service Managers and Team Leaders to ensure best practices and streamline workflows across teams and locations. Support frontline teams in resolving operational issues and escalating complex challenges to the right experts. Lead continuous improvement initiatives, driving system enhancements based on feedback and operational insights. Oversee testing of new system releases and work with training teams to address data or process gaps through targeted education. Build and maintain strong relationships with ADHA executives, program leads, technical teams, and external providers such as DXC, Deloitte, Accenture, Microsoft, and Oracle. Help align operations with contract deliverables and KPIs through effective communication and teamwork. Support the Program Director by managing day-to-day program plans and coordinating projects and technical workstreams. Track progress, manage risks, and ensure delivery stays on schedule, within scope, and budget. Lead change management activities including stakeholder engagement, communications, and training to support smooth adoption of changes. Prepare executive updates, program reports, and governance materials to support clear and informed decision-making. About You You have extensive experience in service delivery operations within health, digital health, or social services – preferably under government contracts – with a solid understanding of service operations and compliance. You understand operational workflows, data analysis, and performance monitoring in complex environments. You're comfortable working with multidisciplinary teams and collaborating with both technical and non-technical stakeholders. You naturally work across teams and functions to drive continuous improvement. You bring strong strategic knowledge of networks, cloud solutions, databases, and cybersecurity. You've managed matrix-model teams, encouraging collaboration and innovation. You empower your team through effective leadership to deliver excellent service. You have a good understanding of IT Service Management principles, including Incident, Problem, Change, and Service Continuity management. You communicate clearly and confidently, handling executive reporting and escalations professionally. You actively look for ways to improve services and implement strategies that add value. You have excellent written and verbal communication skills and adapt well to changing priorities. You hold ITIL V3 or V4 Foundation certification (or higher). You're comfortable leading both physical and virtual teams. You have a strong customer service focus, balancing empathy with effective prioritisation. Essential Qualifications & Requirements You hold a Bachelor's degree in business, health administration, or a related field. You bring proven senior leadership experience. Relevant certifications in project management, service delivery, or systems administration are a plus. You must be an Australian citizen with current or the ability to obtain baseline security clearance. What are some of the benefits of the business? We believe that flexibility is not a 'perk'; it's how we have always worked We celebrate that flexibility looks different for each of us and support your work-life harmony. Join us if you find change, a fast-paced environment and even some ambiguity thrilling Our entrepreneurial spirit and genuine desire to make a difference is one of a kind, and the work we do is not only meaningful but also exciting and new When you join us, you join a team of experts – our team boasts a wealth of skills, expertise and knowledge across a wide range of health and tech areas for you to tap into so there will be plenty to learn and do A free Telstra mobile and plan for eligible employees 25% discount on various Telstra products and services 16 weeks paid gender-equal parental leave, culture, family and domestic violence leave, as well as the option to purchase additional leave Career break and study assistance Ongoing development through various learning programs, access to O'Reilly and LinkedIn Learning and much more Free 24 / 7 professional and confidential support for you and your family Employee rewards program that includes discounts on shopping, electronics, gym memberships, movie tickets, health insurance and more We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today or get in touch with us on We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon. Learn more about how Telstra Health is improving lives through digitally-enabled care here. #J-18808-Ljbffr