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Head of Service Management page is loadedHead of Service ManagementApply locations NSW - Sydney, CBD, Inner West and Eastern Suburbs VIC - Melbourne, CBD & Inner Suburbs QLD - Brisbane, CBD & Inner Suburbs time type Full time posted on Posted 4 Days Ago time left to apply End Date: August 29, 2025 (16 days left to apply) job requisition id JR143744Job Description: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 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 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 N ational IT Service Desk, National Tech Field Engineer s , Incident & Problem Management, Change & Release, and our ITSM platform. You will ensure 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 S t Vincents enterprise goals.This role will have a voice and real impact in a strategic whole of business technology implementation and modernisation. A career defining opportunity to be part of a change that will save and improve lives.This role will have a voice and real impact in a strategic whole of business technology implementation and modernisation. 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 ou r 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 functionL ead the development and execution of enterprise-wide digital service strategies aligned with SVHAs 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. Spearhead automation and self-service initiatives to streamline IT support and enhance user satisfaction, while also integrating ITIL and Agile principles to ensure scalable, secure, and sustainable operationsRecruit, develop, and coach a high-performing team of IT professionals across multiple disciplinesF oster a culture of accountability, innovation, and continuous improvement while providing strategic direction and mentoring to service-focused leaders across the portfolioAct 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 maturityThings that work for us:Extensive experience in a senior leadership role managing large-scale IT service management operations within a large, complex organisationDeep expertise in IT Service Management (ITSM) frameworks, with ITIL v3 or v4 Expert certification (highly regarded) and proficiency with ITSM platforms like ServiceNowProven track record of successfully driving service improvement initiatives, process optimisation, and automation and experience leading the transformation of enterprise service desk operationsDemonstrated experience leading and motivating large, geographically dispersed teams, including a national IT s ervice d esk, field services, and major incident management teamsStrong analytical skills and the ability to interpret service metrics and translate them into actionable improvement plansExcellent 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 advisorTertiary qualifications in Information Technology, Business Management, or a related field, or qualified by equivalent experienceThings that work for you:Ability to visibly see your impact on the business and its serviceCompetitive salary packaging optionsDiscounted private health insuranceEmployee Assistance Program for staff and their familiesAccess 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 ChecksYour employment is conditional upon the completion of all required pre-employment checks, including relevant immunisations.Equal OpportunityWe celebrate diversity & inclusion and are committed to equal employment opportunity for everyone.How To ApplyPlease 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.Closing Date:28 August 2025 11:59pmReconciliation Action Plan:At St Vincent''s we acknowledge the importance of creating a work environment that is welcoming, safe, equitable and inclusive for Aboriginal and/or Torres Strait Islander Employees. As part of our Commitment to Reconciliation and Closing the Gap in employment related outcomes, we encourage applications from Aboriginal and Torres Strait Islander Peoples.For further information, visit ://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.auView Reconciliation Action PlanCode of Conduct:View Code of ConductSet up Job Alerts to see future opportunities that interest you. New users can click Create Account from the Sign-in screen.Become a healthcare superheroAbout UsFounded by the Sisters of Charity more than 180 years ago, St Vincents is a clinical, research and education leader delivering private hospital, public hospital and aged care services across NSW, VIC and QLD. Our founder, Mary Aikenheads vision, commitment and inspiration lives on in us and the work we do.From modest beginnings, St Vincents Health Australia is today the nations largest not-for-profit health and aged care provider, offering services in Queensland, New South Wales and Victoria, including public and private hospitals and aged care facilities.The St Vincents family comprises 22,000 outstanding nurses, researchers, cooks, doctors, executives, administrators, cleaners, volunteers and more. #J-18808-Ljbffr