Customer Engagement Manager

**Customer Engagement Managers (Health Manager Level 4)**
- Permanent Full-Time
- Opportunity to work from our modern offices in Chatswood or St Leonards
- In-office presence with hybrid flexibility for work-life balance
- Attractive salary, up to $169,151 + 12% Super + 17.5% annual leave loading
- Increase your take home pay with salary packaging, meal allowance, fitness passport and more
- Join the team enriching health in millions of ways every day through digital innovation

**Applications Close**: 11:59pm, Sunday 31st August 2025

**About Us - eHealth NSW**
At eHealth NSW, we’re leading the digital transformation of Australia’s largest health system. As NSW Health’s digital centre of excellence, we design, build and support world-class ICT solutions that improve patient care across the state.

Guided by a Cloud First Strategy, we’re harnessing digital technology to better patient care and deliver scalable, quality, patient-centred, digital healthcare. With your skills and experience, you can help enrich the lives of millions while developing your career within Australia’s largest health organisation—alongside passionate tech professionals, health partners and industry leaders building solutions that truly make a difference.

**About the Opportunity**:

- As _**_Customer Engagement Manager_**_ of our Customer Services Portfolio at eHealth NSW, you will help make a real difference in healthcare through driving the growth and satisfaction of eHealth customers by delivering exceptional engagement, service experiences, and satisfaction through business-aligned IT services._
- This role offers the opportunity to enhance your professional career in an agile, dynamic, and collaborative environment, where you can innovate, add value, and make a positive impact in the Customer Services team and across the multiple directorates of eHealth NSW._

**In this role, you will**:

- ** Customer Relationship Management** - Establish and maintain strong customer relationships through visits to business and service locations across NSW.
- ** Governance & Compliance**:

- Ensure Customer services are delivered in line with customer expectations and address and facilitate the resolution of escalated issues during monthly Customer Engagement Meetings.
- ** Demand & Portfolio Management** - Manage the end-to-end delivery of IT services, overseeing their lifecycle on behalf of service owners and customers, to ensure achievement of agreed deliverables and customer satisfaction targets.
- ** Issue & Escalation Management** - Chair the Management and Customer Bridge as part of the Major Incident Management process to ensure effective communication, decision-making and coordination during major incidents including working outside regular business hours on a rotating roster.
- ** Internal Collaboration** - Foster a positive and inclusive team culture that encourages empathy, trust, collaboration and be outcome focused working closely with
- ** Continuous Improvement & Service Innovation** - Manage the end-to-end customer relationship by supporting strategic initiatives, offering advice, and identifying business improvement opportunities through account management plans that align with eHealth NSW’s strategic and operational goals.

**About You**
- ** Service Management & ITIL Expertise** -Proven experience in Service Delivery Management within large, complex government environments, supported by relevant qualifications or equivalent expertise. Strong knowledge across ITIL v4 disciplines, including Service Strategy, Transition, Operation, and Continual Improvement.
- ** Business & Strategic Insight** - Proven success in client-facing account management, with a strong track record of delivering strategic initiatives that drive business value and enhance customer experience.
- ** Change and Transformation** - Exceptional communication and interpersonal skills, with the ability to build rapport and influence at all levels with a customer-centric mindset and passion for delivering outstanding service.
- ** Problem solving and Escalation Handling** - The proven resilience under pressure with a proven ability to drive cross-functional collaboration to drive resolutions across multiple teams.
- ** Analytical and Reporting** - Highly skilled in interpreting service performance data, trends and dashboards to ensure data driven decisions to identify service improvements
- ** Soft Skills** - High on emotional intelligence, diplomacy and adaptability.

**Need more information?**
- Position description
- Find out how we hire at eHealth NSW
- Check out our diversity and inclusion commitment
- Learn more about us at eHealth NSW

**Working at eHealth**

Our people are at the heart of who we are. We support our people with great benefits so they can enrich health in millions of ways every day:

- Flexible work options
- Professional growth and career development
- Allocated day off per month
- Salary packaging
- Various health and wellbeing programs