Senior Delivery Lead - Customer Success

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes.​

 Join us in digitising healthcare!

What’s the Opportunity?

This is a pivotal role within our delivery team, focused on strengthening and leading the support function that underpins successful program execution and customer experience. You will partner both internally and with our managed service provider to embed structured delivery processes that maximise productivity, responsiveness, and customer centricity across support operations.

This role is suited to someone with deep experience managing support environments, who thrives in fast-paced, complex settings, and who can confidently prioritise tasks and deadlines while clearly articulating the rationale behind decisions to diverse stakeholders. Your leadership will play a crucial role in aligning delivery efforts with strategic objectives and elevating support performance across the board.

Please note: This is a fixed-term contract for 9 months.

Key Accountabilities & Outcomes

• Collaborate with our managed service provider to uplift the quality, responsiveness, and effectiveness of support services, both internally and for our customers
• Assess and enhance support delivery practices, including ways of working, tooling, and operational cadences, ensuring alignment with business goals and support needs
• Define and document clear roles and responsibilities across support and delivery teams, driving consistency, accountability, and transparency
• Monitor and report on support performance, driving continuous improvement, and fostering a culture of urgency, ownership, and customer focus
• Lead the planning and prioritisation of tasks and deadlines, ensuring that work is aligned to business priorities, and that delivery teams are equipped to meet expectations
• Communicate the ‘why’ behind prioritisation decisions to ensure buy-in and alignment across teams and stakeholders
• Drive delivery governance through real-time reporting and issue tracking, embedding continuous feedback loops for optimisation
• Develop and maintain quality assurance standards and embed these into daily support operations
• Act as the escalation point for issues and risks, resolving blockers and maintaining momentum within the support lifecycle
• Support the rollout of change initiatives, ensuring smooth transitions across teams and minimal disruption to support functions
• Collaborate cross-functionally to ensure shared understanding of goals, clear handovers, and alignment of expectations
• Facilitate open, productive discussions within teams to enable quick, informed decision-making and issue resolution

Capabilities

• Support Leadership – Proven ability to manage and enhance complex support functions in enterprise environments; passionate about creating streamlined, customer-focused support operations
• Prioritisation & Planning – Strong ability to assess urgency and impact, set priorities, and manage competing deadlines in a clear, structured way; capable of communicating these priorities with clarity and purpose
• Communication – Engages clearly and effectively with technical and non-technical audiences; adapts communication style to build trust, alignment, and shared understanding
• Collaboration – A team player who thrives in cross-functional settings; fosters knowledge sharing and proactively supports colleagues
• Leadership – Skilled in guiding teams through ambiguity, change, and high-pressure situations; leads with influence, empathy, and accountability
• Stakeholder Management – Builds strong relationships with internal and external partners; understands stakeholder needs and collaborates for success
• Problem Solving – Uses data, feedback, and structured thinking to diagnose root causes and identify sustainable solutions

About You

• 5+years of experience in program management or delivery leadership, ideally with a focus on support operations within the technology sector
• Strong understanding of enterprise architecture and interface layers; able to translate complex technical concepts to stakeholders
• Proven track record delivering large-scale and/or complex programs
• Experience in the health sector is highly desirable
• Excellent stakeholder engagement and communication skills across all levels
• Deep facilitation expertise, including coaching others to run effective agile ceremonies and discussions
• Capable of managing team dynamics, resolving conflict, and supporting professional growth through constructive feedback
• Strong analytical mindset and data-driven approach to improvement
• Tertiary qualification in a relevant discipline (e.g. Technology, Engineering, Business)
• Agile certifications (Scrum, SAFe, LeSS, etc.) are highly regarded
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Why join Telstra Health:

• We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony.
• Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new!
• Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities.
• If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you!

And it doesn’t stop there…

• Avenues for growth and stepping into other roles.
• 30% discount on Telstra services including home broadband and post-paid mobiles.
• Free 24/7 professional and confidential support for you and your family through EAP
• Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
• Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave.

 We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on Recruitment@health.telstra.com  

We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.