Service Improvement Specialist

St Vincent's is seeking an experienced Service Improvement Specialist to join our team. This role will play a key part in ensuring the resilience and reliability of our complex digital and clinical environments.

• 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 analysed, 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 D&T 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 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 qualifications include:

• Minimum 7 years experience in IT operations or service management, with a minimum of 3 years in a leadership role focused on incident response, change control, or service improvement within a large, complex organisation - ideally in the health or aged care industry
• Deep expertise in IT Service Management (ITSM) frameworks and platforms and certification in ITIL v4 Foundation
• Demonstrated success in managing high-severity incidents, conducting root cause analysis, and leading corrective and preventive action plans in complex environments
• Proven ability to oversee or influence change, release, and service transition processes, with a track record of driving service improvement initiatives and process optimisation
• Strong understanding of healthcare or other regulated environments, including knowledge of clinical system uptime requirements, data privacy standards, and technology-related risk mitigation
• Bachelor's or Master's Degree in Information Technology, Business, or a related discipline, or qualified by equivalent experience
• Knowledge of multi-vendor service delivery models, and familiarity with AI/ML automation in service operations is highly regarded

Things that work for us:

• 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 link provided, including your resume and a brief cover letter outlining your experience and suitability.

Respectfully, no recruitment agencies.

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