Service Delivery Manager

**Employment Type**:Temporary Full Time (for a period up to12 months)
- **Position Classification**:Health Manager Level 4
- **Remuneration**:$133,671 - $159,929 per annum (plus 10.5% superannuation)
- **Hours Per Week**:38
- **Location**:Flexible work options - Jessie Street Centre, Parramatta
- **Requisition ID**:REQ359092

**About us**

eHealth NSW enables patient-centred care in NSW by providing technology services which connect people, data and systems. We partner with health agencies and the technology sector to provide a digitally enabled and integrated health system for patients, clinicians and the NSW community. Focus areas for eHealth NSW include core clinical systems, infrastructure, security, workforce and business management systems, data and analytics as well as digital innovation.

If you would like to learn more about eHealth NSW, visit our website.

**About the role**

We are looking for an experienced Customer Service Delivery Manager to manage a portfolio of business aligned IT Services across its lifecycle and manage service levels of that portfolio. This will include design, development, through to implementation. The role is the key interface for the service delivery function within eHealth, and endeavours to increase the value realised from ICT assets, investments and capabilities. The role interacts at a senior level, representing both the Service Owner and customer interests.

You will be the conduit between NSW Health Local Health Districts and the Customer Service Delivery Management team.
- Be responsible for the Service Delivery Management function, including, but not limited to, building, organizing and managing a portfolio of IT services on behalf of service owners and customers throughout their lifecycle.
- Provide strategic commercial, professional and technical advice, focus on improving effectiveness and efficiency of delivery of services
- Build strategic relationships internally and externally, including managing customer and service owner expectations and relationships.
- Monitor delivery metrics, develop and produce reports for the function, make recommendations taking a data driven approach.
- Establish, monitor and maintain a Continuous Service Delivery (CSI) register for your account that can clearly demonstrate improvement against all sold services
- Facilitation and support of ehealth and customer upcoming and in-flight projects and engaging of relevant stakeholders.

We have the systems and policies in place to support flexible working, which may include a mix of working from home and / or in one of our offices.

Take a look at the POSITION DESCRIPTION for more role information including the selection criteria.

**About you**

If you an experienced Customer Success Manager with the following skills and experience, then we encourage you to apply:

- Interpersonal, influencing and negotiation skills with experience engaging and influencing key stakeholders and customers to achieve optimal business outcomes and relevant reporting strategies through to implementation.
- Extensive experience and a record of achievement in Service Delivery Management in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience. This includes extensive knowledge and experience across multiple ITIL v4 practices such as Relationship management, Supplier management, Continual Improvement, Project management, Strategy management and Measurement and reporting.
- Demonstrated ability to build relationships and manage complex design and transition issues through to resolution and successful outcome.

**Why join eHealth NSW**

People join eHealth for a range of reasons:

- Work towards bettering the lives of patients in NSW
- We are one of the largest technology services organisations in the southern hemisphere and partner with key players in the sector
- We offer a range of formal and informal training programs in both management and technical skills for staff at all levels
- Benefits include flexible work arrangements, well-being programs, a range of paid and unpaid leave, financial salary packaging and annual leave loading

Visit our careers page for more information.

**We are diverse and inclusive**

We are committed to having a workforce that reflects the communities we serve and provide a culturally safe work environment in line with NSW Health’s Diversity, Inclusion and Belonging Statement of Commitment. We actively recruit people from diverse backgrounds to build a supportive and inclusive workplace.

Visit our Diversity and Inclusion page for more information, or contact our Aboriginal Workforce team or our Access and Inclusion team for support.

**How to apply**
- Describe your greatest achievement in Customer Service Delivery Management design and transition, what was the issue, your part in it and lessons learnt.- What would be your approach to improving and managing Relationship management issues, Supplier management issues,