Service Operations Manager

Work options: Remote

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we're all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.

Join us in digitising healthcare

What's the opportunity?

Our goal is to improve lives through connected healthcare by enabling healthcare providers to integrate and personalise care. We are committed to providing digital health solutions that shape a connected future for healthcare.

Partnering internally and with our managed service provider to embed delivery processes and practices that maximise productivity, velocity and customer centricity throughout the support function.

Lead initiatives to drive standardisation, quality assurance, continuous improvement and risk management, across all phases of the support lifecycle.

About the role:

• Partner with our managed service provider to uplift the support capability provided internally and to our customers
• Review and optimise delivery practices and processes, including but not limited to ways of working, operational cadences and tooling
• Define roles and responsibilities of the delivery teams, implementing governance processes that maximise productivity and drive transparency.
• Define clear processes to hand over responsibilities across teams and departments
• Monitor delivery performance, improving velocity and quality; creating a culture of customer centricity and urgency
• Lead the collaborative, dynamic planning process – prioritising the work that needs to be done against the capacity and capability of the team
• Establish dynamic delivery reporting and continuous improvement processes
• Monitor the prioritisation of work; iterate and pivot in line with organisational priorities
• Partner internally to develop a quality assurance process; embed within delivery practice
• Manage issues and risks; manage the escalation process as required
• Provide change management oversight and support
• Coordinate key stakeholders to ensure alignment on priorities, goals and expectations
• Manage the process for the exchange of information, facilitating discussion, decision making, and conflict resolution to keep the team focused on the goals of the iteration

About you:

• Minimum 8 years' experience program management, service operations or delivery leadership in technology industry
• Knowledge of enterprise interface layers and their interactions within a technology stack; ability to articulate complicated systems to stakeholders
• Experience delivering large scale / complex programs, Health Sector experience desirable
• Exceptional stakeholder management
• Strong facilitation experience, including the ability to mentor others to facilitate agile ceremonies
• Ability to coach, including providing feedback and having difficult conversations
• Exceptional analytical skills
• Experience within healthcare sector highly desirable

Qualifications

• Tertiary degree, preferably in the Technology sector
• Professional certifications in a recognised variant of agile (e.g. Scrum, SaFe, LeSS etc.) are highly regarded

Why join Telstra Health:

• We believe that flexibility is not a 'perk', it's how we have always worked We celebrate that flexibility looks different for each of us and support your work-life harmony.
• Join us if you find change, a fast paced environment and even some ambiguity thrilling Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you

And it doesn't stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.

We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don't check every box above, we encourage you to apply today or get in touch with us on

Applications will be assessed and shortlisted as they are received so apply today

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.