Operational Service Manager

Position: Operational Service Manager – Single Digital Patient Record

Employment Type: PermanentFull Time

• Opportunity to work from our modern Chatswood, St Leonards or Charlestown office
• Attractive salary, up to $186, % Super and annual leave loading
• Allocated day off per month, salary packaging, discounted fitness passport and more
• Join the team enriching health in millions of ways every day through digital innovation

Applications Close: 11:59pm, Sunday 7th September 2025

About Us – Single Digital Patient Record (SDPR), NSW Health

Be part of the team leading the largest digital transformation in Australia's public health history. NSW Health's SDPR program is transforming the way patient care is delivered and experienced - creating a single, secure, holistic, and integrated view of patient information across the entire state.

By connecting every corner of the NSW public health system, this groundbreaking program empowers clinicians and care teams with real-time access to unified patient data - enabling safer, more transparent, and quality care for every person, anywhere.

Join us now and contribute to the millions of ways we're enriching health every day.

About the Opportunity

As an Operational Service Manager of our newly established Change, Release and Service Management stream within SDPRIA Hosting, you'll lead the development and ongoing management of a portfolio of business-aligned IT services for the Single Digital Patient Record (SDPR) across its lifecycle. This role is essential to ensuring the successful onboarding, delivery and continuous improvement of this key ICT service that supports statewide health outcomes.

This role offers the opportunity to shape and deliver key IT service management processes for one of NSW Health's most transformative digital health initiatives. You'll work with tools such as ServiceNow, leveraging modules like Incident, Change, Release, and Service Catalog. You will understand and work with the Common Services Data Model to ensure scalable, consistent and high-value service delivery.

In this role, you will:

• Lead the establishment and management of SDPR platform's service portfolio, ensuring services deliver measurable value to the business
• Drive the operational integration of ServiceNow for SDPR hosting to support multiple NSW Health entities
• Develop and refine IT service management processes across their lifecycle, ensuring continuous improvement
• Facilitate the transition of SDPR delivery into live operations, embedding best practice service support frameworks
• Collaborate with stakeholders across metropolitan, regional and remote NSW to ensure services align with local and statewide needs

About You

We are looking for someone who:

• Brings extensive experience in service management within a large, complex ICT environment
• Has deep expertise in ITIL disciplines across Service Strategy, Transition, Operation and Continuous Improvement
• Is highly skilled at analysing and presenting complex data to inform service optimisation
• Holds relevant qualifications in IT Service Management or has equivalent hands-on experience
• Can confidently engage with senior stakeholders to navigate competing priorities and ensure service value is realised across diverse healthcare settings

Need more information?

• Position description
• Check out our diversity and inclusion commitment
• Learn more about Single Digital Patient Record

Working at SDPR

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:

• Professional growth and career development
• Allocated day off per month
• Salary packaging
• Various health and wellbeing programs to support our team

How to apply

• Share with us your most up to date resume (up to 5 pages), highlighting your relevant skills and experience.
• Response to the following targeted question:

Targeted Question: In 300 words or less, describe a large software platform or service where you successfully managed a team responsible for service transition and optimisation. How did you ensure organisational alignment for the team to focus on delivering the right outcomes for the business?

We recognise that AI tools are increasingly being used to assist with resumes and applications. While we accept their use, we're eager to see your personality and get to know the person behind the application

Role-specific enquiries: If you have any questions about the role, please contact the hiring manager Michael Ormerod on

General recruitment and adjustment enquiries: If you require assistance, have any questions about the recruitment or require adjustments to the recruitment/interview process, please contact Vaaruni Narayanaiyengar on

Please Note:

Additional information

• This recruitment may be used to create a Talent Pool for similar future roles (ongoing or temporary) that may arise over the next 18 months.
• To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).