Service Delivery Specialist

Better and fairer care. Always.

St Vincents has been a leader in Australias health and aged care landscape for more than 165 years. Since our founders the Sisters of Charity opened our first hospital in 1857 our services and nearly 30000 people have been behind some of Australias most important medical breakthroughs. We are a microcosm of Australias health and aged care system and are uniquely positioned to lead and respond to our rapidly changing environment.

We are looking for a special kind of person - a St Vincents kind of person. Someone who puts excellence compassion connection and caring for other people at the heart of everything they do.

We are seeking a Service Delivery Specialist to be the vital link between our Digital & Technology (D&T) team and our hospitals and aged care homes. Reporting directly to the Head of Service Management you will be the primary escalation point for operational issues incidents and requests. Your work will directly contribute to customer satisfaction across our sites by monitoring service performance supporting incident and change management and championing continuous service improvement.

This is a Permanent Full-Time position based in any of our Group Head Offices in Sydney Brisbane or Melbourne on a hybrid working arrangement 3 days a week in office and 2 days working from home. In this role there may be a requirement to work on-call or after hours as needed.

Key responsibilities of the role:

• Build and maintain strong trust-based relationships with divisional stakeholders and IT teams acting as the primary point of contact for all digital service delivery across assigned divisions

• Serve as the primary escalation point coordinating the communication and resolution of complex or high-priority incidents and outages.

• Act as the Incident Management Lead during rostered on-call periods ensuring effective command control and stakeholder communication

• Monitor local service performance against KPIs and SLAs and champion local initiatives to improve service reliability access and user experience

• Support operational readiness assessments for technology go-lives impacting hospital sites and provide risk-based input on upcoming changes to facilitate a smooth transition from project to business-as-usual support

• Collaborate with internal teams to resolve escalated service issues and promote ITIL-aligned practices including Incident Problem and Change Management.

• Participate in Change Advisory Board (CAB) discussions providing input on divisional risk and timing impacts

• Maintain and ensure the accessibility of localised service knowledge and escalation workflows while also surfacing user experience insights and recurring issues to support continual service improvement

Things that work for us:

• Minimum 5 years experience in IT service management with a focus on incident transition or operations leadership in complex 24/7 support environments

• Proven experience designing or implementing ITIL-based processes and a strong understanding of change release and service transition with ITIL v4 Foundation certification and any further accreditation (highly regarded)

• Demonstrated success leading critical incident response coordinating cross-functional teams and implementing preventive and corrective actions

• Ability to work effectively across project delivery and operational teams to improve stability supportability and service outcomes

• Excellent communication skills and experience presenting operational considerations to project steering groups or senior stakeholders

• Strong understanding of healthcare or other regulated environments with knowledge of clinical system uptime requirements data privacy standards and technology-related risk mitigation

• Bachelors or Masters Degree in Information Technology Business or a related discipline or qualified by equivalent experience

Things that work for you:

• Ability to visibly see your impact on the business and its service

• Competitive salary packaging options

• Discounted private health insurance

• Employee Assistance Program for staff and their families

• Access to the Fitness Passport (FP)

At St Vincents we value inclusivity and diversity and acknowledge the importance of creating a work environment that is welcoming safe fair and impartial and invites people from all backgrounds to join us.

Pre-Employment Checks

Your employment is conditional upon the completion of all required pre-employment checks including relevant immunisations.

Equal Opportunity

We celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.

How To Apply

Please submit your application via the Apply button include your resume and a brief cover letter outlining your experience and suitability.

Please note - we will be progressing applications throughout the advertising period. Respectfully no recruitment agencies.