Head of Service Management

Better and fairer care. Always. St Vincent's has been a leader in Australia’s 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 30,000 people have been behind some of Australia’s most important medical breakthroughs.

We are a microcosm of the country’s 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 Vincent’s kind of person who puts excellence, compassion, connection and caring for others at the heart of everything they do.

We are seeking a

Head of Service Management

to lead the end‑to‑end delivery of all IT services and champion a user‑centric culture across St Vincent’s.

In this critical leadership role, you will report directly to the Chief Technology Officer and be responsible for shaping the strategic direction and governance of our enterprise‑wide IT Service Management functions.

You will oversee the National IT Service Desk, National Tech Field Engineers, Incident & Problem Management, Change & Release, and our ITSM platform, ensuring stable, reliable and scalable technology services across a 24/7 hospital, aged care and clinical research environment for our nearly 30,000 staff.

This is a unique opportunity to lead a large, geographically dispersed team and drive transformation through automation, self‑service and proactive problem management.

As the functional lead for ITIL and service excellence, you will have a direct impact on employee productivity and satisfaction while delivering best‑in‑class service outcomes that support St Vincent’s enterprise goals.

The role offers a career‑defining opportunity to be part of a change that will save and improve lives.

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 will be a requirement to work on‑call or after hours as needed to ensure business continuity and system availability.

Key responsibilities of the role:

Take end‑to‑end accountability for the strategy, planning and value delivery across our Service Management function

Lead the development and execution of enterprise‑wide digital service strategies aligned with SVHA’s 2030 strategic goals and establish governance frameworks, including service level agreements (SLAs)

Drive a culture of continuous improvement by leading a digital‑first approach to service delivery, spearheading automation and self‑service initiatives to streamline IT support and enhance user satisfaction, while integrating ITIL and Agile principles to ensure scalable, secure and sustainable operations

Recruit, develop and coach a high‑performing team of IT professionals across multiple disciplines

Foster a culture of accountability, innovation and continuous improvement while providing strategic direction and mentoring to service‑focused leaders across the portfolio

Act as a key interface between Digital & Technology operations and the business, fostering a customer‑centric culture and enabling the success of all service delivery teams through forward‑thinking strategy and process maturity

Things that work for us:

Extensive experience in a senior leadership role managing large‑scale IT Service Management operations within a large, complex organisation

Deep expertise in IT Service Management (ITSM) frameworks, with ITIL v3 or v4 Expert certification (highly regarded) and proficiency with ITSM platforms like ServiceNow

Proven track record of successfully driving service improvement initiatives, process optimisation, automation and experience leading the transformation of enterprise service desk operations

Demonstrated experience leading and motivating large, geographically dispersed teams, including a national IT service desk, field services and major incident management teams

Strong analytical skills and the ability to interpret service metrics and translate them into actionable improvement plans

Excellent stakeholder engagement and communication skills, with a proven ability to influence senior leadership, mentor and coach others and build strong, collaborative relationships across the organisation

Skilled at presenting to a wide range of audiences and acting as a trusted advisor

Tertiary qualifications in Information Technology, Business Management or a related field, or 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 Vincent’s 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, including your resume and a brief cover letter outlining your experience and suitability.

We will be progressing applications throughout the advertising period.

Respectfully, no recruitment agencies.

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