Senior Service Manager

Be part of the team leading the largest digital transformation in Australia's public health history. NSW Health's SDPR program is transforming the way patient care is delivered and experienced - creating a single, secure, holistic, and integrated view of patient information across the entire state.

By connecting every corner of the NSW public health system, this groundbreaking program empowers clinicians and care teams with real-time access to unified patient data - enabling safer, more transparent, and quality care for every person, anywhere.

Join us now and contribute to the millions of ways we're enriching health every day.

Position: Senior Service Manager – Single Digital Patient Record

Location: Chatswood/St Leonards offices (modern offices)

Employment Type: Permanent Full Time

Salary: up to $169,151 + 12% Super and annual leave loading

Application Close: 11:59pm, Monday 15 September 2025

• Lead the development and governance of incident and problem management frameworks to support swift service recovery and root cause identification.
  
• Collaborate with eHealth and Health Entity Change Advisory Boards to guide change implementation and reduce operational risk.
  
• Drive the creation and maintenance of known error and change databases to support proactive issue resolution.
  
• Conduct performance reviews and produce reports that measure impact, cost and service improvement opportunities.
  
• Coordinate major incident responses and post-incident reviews to drive continual service improvement and learning
  

• Brings strong knowledge of ITIL disciplines, especially in Service Transition and Continual Service Improvement.
  
• Has extensive experience managing Service Management functions in large, complex digital environments.
  
• Can build strong stakeholder relationships and influence cross-functional teams to support business outcomes.
  
• Holds relevant qualifications or can demonstrate equivalent experience in IT service management.
  
• Thrives in fast-paced, high-pressure settings and can effectively balance competing priorities
  

• Position description
  
• Check out our diversity and inclusion commitment
  
• Learn more about Single Digital Patient Record
  

• Professional growth and career development
  
• Allocated day off per month
  
• Salary packaging
  
• Various health and wellbeing programs to support our team
  

Share with us your cover letter and most up to date resume (up to 5 pages), highlighting your relevant skills and experience.

Answer this targeted question: In 300 words or less, describe a large platform or service where you successfully managed a range of IT service-related activities like Incident, Request, Change or Problem management. Tell us about your least compliant team and how you turned their processes around?

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we're eager to see your personality and get to know the person behind the application

Role-specific enquiries: If you have any questions about the role, please contact the hiring manager Michael Ormerod at Michael.Ormerod@health.nsw.gov.au

General recruitment and adjustment enquiries: If you require assistance, have any questions about the recruitment or require adjustments to the recruitment/interview process, please contact Vaaruni Narayana at Vaaruni.narayanaiyengar@health.nsw.gov.au

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
  
• To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).