Service Enablement Group Manager

Permanent Full-Time
- Health Manager Level 5
- Salary $161,042 - $180,143 pa + 11% super
- 40 hour working week within a flexible Hybrid WFH model
- Opportunity to work from our many offices across - Chatswood, Charlestown and St Leonards

**About us**

Working at eHealth NSW is more than a job. Every day, we set out to design, build and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

**Come work with us**

Exciting opportunity in the Customer Engagement & Service Transitions (CEST) team for a Service Enablement Group Manager. The key aspect of this role involves spearheading and overseeing IT Service Management (ITSM) design, service transition, and service portfolio and catalogue management practices across eHealth NSW and other entities supported by NSW Health. The broader aspect of this role encompasses strategic planning and delivery of services throughout their lifecycle to NSW Health, Local Health Districts, and agencies, including eHealth. The position carries substantial influence on the introduction, modification, and retirement of services, all while navigating and balancing various strategic and operational objectives.

For more information, read the full POSITION DESCRIPTION.

**What you will do**

As an integral member of the Customer Engagement & Service Transitions (CEST) team, you will:

- Offer guidance and leadership to Service Enablement staff, effectively overseeing agreed service outcomes to ensure the achievement of successful delivery. Foster a work culture that prioritizes performance, innovation, responsiveness, and accountability, all centred around meeting customer needs.
- Direct the Service Enablement function to enhance operational efficiency and effectiveness in statewide service provision, as well as in the Introduce to Embed value stream.
- Lead and oversee service transition projects within a complex and dynamic environment, ensuring the delivery of strategic and customer-centric outcomes.
- Oversee the integration and coordination of service transition project management functions, including scope, time, cost, quality, communications, and risk. Ensure the delivery of transition project objectives aligned with customer and organisational goals, strategies, and objectives.
- Engage proactively within the Customer Services management team to ensure the proper execution of strategic, budgetary, and planning processes, facilitating the effective implementation of policies, plans and financial management.
- Establish enduring strategic partnerships with senior stakeholders both internally and externally, employing exceptional negotiation skills while upholding organisational and strategic objectives.
- Lead the development of new Service Enablement products and service offerings, ensuring all design, planning and operational requirements are met to ensure the best IT services to match the strategic business needs of eHealth.
- Offer leadership and guidance on Service Enablement process adoption, collaborating with ITSM practice managers, platform and product owners, and other key stakeholders. Ensure that service management processes are thoroughly considered and effectively implemented for service provisioning, modification, and decommissioning.

**About you**

We are seeking motivated and committed individuals with:

- Thorough understanding of Portfolio and Catalogue Management, Service Transition and Service Design ITIL practices and in-depth knowledge of how these practices interact and enable business outcomes.
- Knowledge of, and experience working with one or more enterprise ITSM tools (such as ServiceNow).
- Experience managing a large team, with sound mentoring and coaching skills to ensure engagement, performance and a great team culture is maintained.

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

**Benefits of working for eHealth NSW**

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace. We support our people with great benefits so they can support the patients and staff of NSW Health. These include:

- Flexible work options
- Skills and leadership development training programs
- Allocated day off per month
- Salary Packaging
- Health and wellbeing programs

More information about these benefits can be found on our Benefits Page.

**Valuing diversity and inclusion**

For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion page.

**How to apply**

Identify an IT Service Management transition program you have previously ran