Operational Excellence Manager - Product & Technology

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?

The Operational Excellence Manager role drives continuous improvement initiatives across Telstra Health, ensuring optimal efficiency and effectiveness in operational processes. By fostering a culture of excellence, this role helps to enhance service delivery and operational performance, directly contributing to a seamless digital health experience

Key Accountabilities & Outcomes 

People Leadership

• Strong leadership and influencing to enable successful implementation of reporting requirements and operational excellence initiatives.
• Foster a culture of continuous improvement and accountability across teams involved in software development and operations.
• Collaborate with stakeholders to align operational goals with business objectives.

Financial/Commercial Acumen & Budget Management

• Monitor and report on financial performance related to software development, tracking investment planning versus actuals.
• Develop and manage financial reporting frameworks to ensure accurate tracking of project budgets and resource allocation.
• Provide insights and recommendations for cost-saving measures based on data-driven analysis.

Strategic Leadership

• Establish and lead the strategy for operational excellence across software development, with a focus on metrics and reporting.
• Ensure alignment of operational initiatives with the organisation’s overall business strategy and technology goals.
• Drive strategic decisions by leveraging data insights related to system performance, team efficiency, and business outcomes.

Collaboration with Architecture & Excellence Teams

• Work closely with the architecture team and product excellence team to define and establish product SLA requirements.
• Collaborate with delivery excellence teams to identify opportunities for automation in the reporting and tracking of agile metrics.
• Ensure that SLA requirements are consistently reflected in the performance metrics and reporting systems.
• Lead the design, development, and implementation of comprehensive reporting frameworks for software development, including operational metrics, SLAs, and timesheet data.
• Ensure that reporting systems are scalable, reliable, and aligned with business needs, supporting both current and future reporting requirements.
• Develop dashboards and reporting tools to provide real-time visibility into system performance, resource utilisation, and team efficiency.

Operational Excellence & Incident Management

• Drive the adoption of best practices for operational excellence, including metrics tracking, performance reporting, and SLA compliance.
• Oversee incident management processes to ensure rapid issue resolution and the capture of data for continuous improvement.
• Lead post-incident reviews to identify root causes and implement measures to prevent future occurrences.

Performance Monitoring & Reporting

• Develop and implement systems for monitoring and reporting on key operational metrics for software development, including system performance, uptime, and SLAs.
• Ensure the timely and accurate reporting of timesheets, resource allocation, and investment planning versus actuals.
• Regularly review and refine reporting processes to ensure they remain aligned with organisational goals and provide actionable insights.
• Work with delivery excellence teams to automate the collection and reporting of agile metrics wherever possible.

Governance & Compliance

• Ensure that all reporting systems and metrics comply with organisational standards and regulatory requirements.
• Implement governance frameworks to ensure data accuracy, consistency, and transparency across all reporting processes.
• Monitor compliance with SLAs and other agreed-upon performance metrics, taking corrective action as needed to maintain operational standards.

Vendor Management

• Collaborate with external vendors and service providers to ensure proper integration of reporting tools and systems.
• Ensure that vendor-provided services align with agreed service level agreements (SLAs) and operational performance targets.
• Monitor vendor performance to ensure consistent delivery of services that support operational excellence goals.

Platform Effectiveness & Onboarding

• Develop and implement onboarding plans for reporting platforms and tools, ensuring seamless adoption by teams involved in software development and operations.
• Continuously improve the effectiveness of reporting platforms and tools to enhance the user experience and ensure optimal performance.
• Provide training and guidance to teams on how to best utilise reporting systems and dashboards for monitoring SLAs, agile metrics, and financial data.

Automation & Resource Optimisation

• Lead initiatives to automate manual processes related to data collection, metric tracking, and reporting, driving operational efficiency.
• Work with cross-functional teams to streamline resource allocation and reporting, ensuring the efficient use of technology and human resources.
• Identify opportunities to integrate automated reporting systems with existing infrastructure to ensure consistency and reduce errors.

About you:

• Bachelor’s degree in Business, Operations Management, or a related field
• 5+ years of proven experience in operational excellence and management within a cloud-based architecture/ecosystem, process improvement, or a similar role within a large organisation, preferably in the healthcare or technology sector.
• FinOps experience – Cloud spend optimisation, investment return tracking, and preferably with exposure to software pricing
• Change Management experience (set-up and running CAB would be preferred)
• Experience and understanding of establishment and management of system/vendor SLA’s
• Experience with Data and Analytics – data analysis and dashboard development would be advantageous
• Strong background in utilising methodologies such as Lean, Six Sigma, or Kaizen to drive measurable improvements in operational performance.
• Demonstrated success in leading cross-functional teams and managing large-scale process improvement projects.
• Advanced knowledge of process improvement tools and methodologies

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 

Applications will be assessed and shortlisted as they are received so apply today!

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