Service Delivery Specialist

Job 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 Australia’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. 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 

• Bachelor’s or Master’s 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 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, 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 11:59pm

Reconciliation 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 https://www.svha.org.au/about-us/reconciliation or get in contact at indigenouscareers@svha.org.au

View Reconciliation Action Plan

Code of Conduct:

View Code of Conduct