Service Improvement & Major Incident Manager

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.   

Reporting directly to the Head of Service Management, the Service Improvement & Major Incident Manager will be a key player in ensuring the resilience and reliability of our complex digital and clinical environments. This is a hands-on role where you will take accountability for the governance and continuous improvement of St Vincent's service management practices, including major incident response, problem management, change control, and service transition. 

You will be at the forefront of responding to major incidents, from cyber events to infrastructure failures and clinical system disruptions, with the ultimate goal of minimising impact to patient care, resident safety, and operational continuity.  

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:  

• Act as the designated Major Incident Manager, coordinating a structured response to high-severity events and ensuring minimal disruption to patient care 

• Take oversight of problem management to ensure recurring issues are analysed, root causes are addressed, and long-term remediation plans are developed 

• Champion the maturity of ITIL processes and drive service improvement initiatives, using data to identify and resolve service gaps 

• Provide strategic leadership in managing change risk, overseeing the planning and communication of major releases, and ensuring process compliance 

• Oversee the successful transition of new services from projects to a business-as-usual state, ensuring readiness for critical systems 

• Act as the primary liaison during major incidents, providing timely updates to executive leadership and the Board, and developing performance reports 

• Build and maintain strong relationships with all D&T teams, as well as with clinical and operational business leaders and collaborate with vendors, partners, and external stakeholders involved in incident response or service delivery 

• Support audit and risk teams with necessary data and records, ensuring all reporting frameworks provide executive-level visibility and assurance 

Things that work for us: 

• Minimum 7 years experience in IT operations or service management, with a minimum of 3 years in a leadership role focused on incident response, change control, or service improvement within a large, complex organisation – ideally in the health or aged care industry 

• Deep expertise in IT Service Management (ITSM) frameworks and platforms and certification in ITIL v4 Foundation 

• Demonstrated success in managing high-severity incidents, conducting root cause analysis, and leading corrective and preventive action plans in complex environments 

• Proven ability to oversee or influence change, release, and service transition processes, with a track record of driving service improvement initiatives and process optimisation 

• Strong understanding of healthcare or other regulated environments, including 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 

• Knowledge of multi-vendor service delivery models, and familiarity with AI/ML automation in service operations is highly regarded 

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