Senior Service Manager

Position: Senior Service Manager – Single Digital Patient Record

Employment Type: Permanent Full Time

• Opportunity to work from our modern Chatswood/St Leonards offices
• Attractive salary, up to $169, % 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, Monday 15 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 a Senior Service Manager of our newly established Change, Release and Service Management stream within SDPRIA Hosting, you will lead the management and continuous improvement of major incident, change and problem management processes to support a stable and resilient digital environment for the hosting platform. This role offers the opportunity to play a critical part in the implementation of the Single Digital Patient Record by ensuring timely service restoration, minimising future disruptions and safeguarding the integrity of the live environment through structured governance and analysis.

In this role, you will:

• Lead the development and governance of incident and problem management frameworks to support swift service recovery and root cause identification.
• Collaborate with eHealth and Health Entity Change Advisory Boards to guide change implementation and reduce operational risk.
• Drive the creation and maintenance of known error and change databases to support proactive issue resolution.
• Conduct performance reviews and produce reports that measure impact, cost and service improvement opportunities.
• Coordinate major incident responses and post-incident reviews to drive continual service improvement and learning.

About You

We are looking for someone who:

• Brings strong knowledge of ITIL disciplines, especially in Service Transition and Continual Service Improvement.
• Has extensive experience managing Service Management functions in large, complex digital environments.
• Can build strong stakeholder relationships and influence cross-functional teams to support business outcomes.
• Holds relevant qualifications or can demonstrate equivalent experience in IT service management.
• Thrives in fast-paced, high-pressure settings and can effectively balance competing priorities.

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 cover letter and most up to date resume (up to 5 pages), highlighting your relevant skills and experience.

Answer this targeted question: In 300 words or less, describe a large platform or service where you successfully managed a range of IT service-related activities like Incident, Request, Change or Problem management. Tell us about your least compliant team and how you turned their processes around?

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 at

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 Narayana at

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).