High-Performance Service Manager

3 days ago

Sydney, New South Wales, Australia beBeeExcellence Full time $156,277
Service Excellence Manager

This is a critical role where you will take ownership of the governance and continuous improvement of service management practices, including major incident response, problem management, change control, and service transition.

Key Responsibilities:
  • 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 stakeholders, and developing performance reports
  • Build and maintain strong relationships with teams, business leaders, and external partners involved in incident response or service delivery

Requirements:

  • 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 organisation – ideally in healthcare or aged care
  • 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 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

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.

About Us:

We strive to be a workplace of choice for talented individuals who share our values and commitment to excellence. We offer a collaborative and supportive environment that encourages professional growth and development.

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