Service Excellence Manager

1 week ago

Sydney, New South Wales, Australia beBeeService Full time $156,277
Job Title

A Service Excellence Manager is required to oversee the governance and continuous improvement of service management practices, including major incident response, problem management, change control, and service transition.

  • Act as the designated Major Incident Manager, coordinating a structured response to high-severity events and ensuring minimal disruption to patient care.
  • Take oversight of problem management to ensure recurring issues are analyzed, root causes are addressed, and long-term remediation plans are developed.
  • Champion the maturity of ITIL processes and drive service improvement initiatives, using data to identify and resolve service gaps.
  • Provide strategic leadership in managing change risk, overseeing the planning and communication of major releases, and ensuring process compliance.
  • Oversee the successful transition of new services from projects to a business-as-usual state, ensuring readiness for critical systems.
  • Act as the primary liaison during major incidents, providing timely updates to executive leadership and the Board, and developing performance reports.
  • Build and maintain strong relationships with all teams, as well as with clinical and operational business leaders and collaborate with vendors, partners, and external stakeholders involved in incident response or service delivery.
  • Support audit and risk teams with necessary data and records, ensuring all reporting frameworks provide executive-level visibility and assurance.

This is a Permanent Full-Time position based 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.

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