Head of Service Management

Better and fairer care. Always. St Vincent's has been a leader in Australia's health and aged care landscape for more than 165 years. Since our founders, the Sisters of Charity, opened our first hospital in 1857, our services and nearly 30,000 people have been behind some of Australia's most important medical breakthroughs. We are a microcosm of Australia's health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment. We are looking for a special kind of person – a St Vincent's kind of person. Someone who puts excellence, compassion, connection, and caring for other people at the heart of everything they do. We are seeking a Head of Service Management to lead the end‑to‑end delivery of all IT services and champion a user‑centric culture across St Vincent's. In this critical leadership role, you will report directly to the Chief Technology Officer and be responsible for shaping the strategic direction and governance of our enterprise‑wide IT service management functions. You will oversee the National IT Service Desk, National Tech Field Engineers, Incident & Problem Management, Change & Release, and our ITSM platform. You will ensure stable, reliable, and scalable technology services across a 24/7 hospital, aged care, and clinical research environment for our nearly 30,000 staff. This is a unique opportunity to lead a large, geographically dispersed team and drive transformation through automation, self‑service, and proactive problem management. As the functional lead for ITIL and service excellence, you will have a direct impact on employee productivity and satisfaction, while delivering best‑in‑class service outcomes that support St Vincent's enterprise goals. This role will have a voice and real impact in a strategic whole‑of‑business technology implementation and modernisation. A career‑defining opportunity to be part of a change that will save and improve lives. This is a Permanent Full Time position based in any of our Group Head Offices in Sydney, Brisbane or Melbourne on a hybrid working arrangement – 3 days a week in office and 2 days working from home. In this role, there will be a requirement to work on‑call or after hours as needed to ensure business continuity and system availability. Key responsibilities of the role: Take end‑to‑end accountability for the strategy, planning, and value delivery across our Service Management function Lead the development and execution of enterprise‑wide digital service strategies aligned with SVHA's 2030 strategic goals and establish governance frameworks, including service level agreements (SLAs) Drive a culture of continuous improvement by leading a digital‑first approach to service delivery. Spearhead automation and self‑service initiatives to streamline IT support and enhance user satisfaction, while also integrating ITIL and Agile principles to ensure scalable, secure, and sustainable operations Recruit, develop, and coach a high‑performing team of IT professionals across multiple disciplines Foster a culture of accountability, innovation, and continuous improvement while providing strategic direction and mentoring to service‑focused leaders across the portfolio Act as a key interface between Digital & Technology operations and the business, fostering a customer‑centric culture and enabling the success of all service delivery teams through forward‑thinking strategy and process maturity Things that work for us: Extensive experience in a senior leadership role managing large‑scale IT service management operations within a large, complex organisation Deep expertise in IT Service Management (ITSM) frameworks, with ITIL v3 or v4 Expert certification (highly regarded) and proficiency with ITSM platforms like ServiceNow Proven track record of successfully driving service improvement initiatives, process optimisation, and automation and experience leading the transformation of enterprise service desk operations Demonstrated experience leading and motivating large, geographically dispersed teams, including a national IT service desk, field services, and major incident management teams Strong analytical skills and the ability to interpret service metrics and translate them into actionable improvement plans Excellent stakeholder engagement and communication skills, with a proven ability to influence senior leadership, mentor and coach others, and build strong, collaborative relationships across the organisation. Skilled at presenting to a wide range of audiences and acting as a trusted advisor Tertiary qualifications in Information Technology, Business Management, or a related field, or qualified by equivalence experience Things that work for you: Ability to visibly see your impact on the business and its service Competitive salary packaging options Discounted private health insurance Employee Assistance Program for staff and their families Access to the Fitness Passport (FP) At St Vincent's we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming, safe, fair, and impartial and invites people from all backgrounds to join us. Pre‑Employment Checks Your employment is conditional upon the completion of all required pre‑employment checks, including relevant immunisations. Equal Opportunity We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone. How To Apply Please submit your application via the Apply button, include your resume and a brief cover letter outlining your experience and suitability. Please note – we will be progressing applications throughout the advertising period. Respectfully, no recruitment agencies. #J-18808-Ljbffr