At a Glance
- Tasks: Lead the development of IT services for the Single Digital Patient Record.
- Company: Join eHealth NSW, transforming healthcare through digital innovation.
- Benefits: Attractive salary, flexible work options, and wellness programs.
- Other info: Great career growth opportunities and a supportive team culture.
- Why this job: Make a real impact on patient care in NSW's largest digital health initiative.
- Qualifications: Experience in service management and ITIL disciplines required.
The predicted salary is between 166678 - 186448 $ per year.
Join to apply for the Operational Services Manager - Single Digital Patient Record role at eHealth NSW.
Base pay range: A$166,678.00/yr - A$186,448.00/yr
Employment Type: Permanent Full Time
Opportunity to work from our modern Chatswood, St Leonards or Charlestown office.
Attractive salary, up to $186,448 + 12% Super and annual leave loading. Allocated day off per month, salary packaging, discounted fitness passport and more!
Applications Close: 11:59pm, Sunday 7th September 2025
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.
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: 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 Michael.ormerod@health.nsw.gov.au
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 vaaruni.narayanaiyengar@health.nsw.gov.au
Please Note: 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).
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Management and Business Development
Industries: Hospitals and Health Care, Public Health, and IT Services and IT Consulting
Operational Services Manager in Sydney employer: eHealth NSW
eHealth NSW is an exceptional employer that prioritises work-life balance through hybrid flexibility and offers a range of benefits including salary packaging and an allocated day off each month. With a strong focus on employee growth and a collaborative work culture, you will have the opportunity to make a meaningful impact on patient care across the state while working in a supportive environment that values innovation and continuous improvement.
