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?
As a Senior Service Manager, you will be responsible for leading and overseeing the delivery of exceptional counselling services, support and information to our service users, ensuring that the service meets all customer expectations and business requirements. You will manage a team of service delivery, workforce planning and capability development professionals, working collaboratively across the 1800Respect team to ensure seamless execution of services and the achievement of key performance indicators (KPIs).
The role is accountable for creating and implementing the strategic road map for success, developing and implementing service innovations and putting in place the systems and structures to achieve this.
Key Accountabilities and Outcomes
Service Delivery / Program Management
- Deliver exceptional outcomes for our service users
- Develop and implement innovations to enhance service user experience through product development, business improvement initiatives and capability building
- Develop strong relationship with Clinical Team to ensure best practice is delivered
- Ensure KPIs related to timeliness, quality and workforce/forecasting are achieved across the service
- Oversee product development of voice, chat, video and messaging channels to optimise the experience for our service users, working collaborative with the technology team
- Execute strong project management methodology to ensure on time delivery of new initiatives
- Ensure robust quality systems and risk management frameworks consistently applied
- Develop annual budget and ensure service is delivered within this
Stakeholder Relationship Management
- Develop strong relationships with the Department of Social Services
- Understand the contract deliverables and performance metrics and work collaboratively with the Department to achieve this
Leadership & Workforce Capability Development
- Lead the Service Delivery, Professional Development and Workforce Planning teams, fostering a culture of innovation and accountability to meet business objectives
- Coaching, mentoring and support to develop and optimise individual and team capability
- Develop and implement a recruitment, induction and professional development strategy to ensure high level capability across the service delivery team
- Develop a high performing culture, strong engagement and employee value proposition
- Performance management of individuals and the team
- Champion psychological safety, employee wellbeing, and a diverse and inclusive culture, explicitly supporting priority groups.
About you:
- Strong experience in large program management and service delivery in the health or social services sector and preferably under a government contract.
- Proven experience in stakeholder relationship management.
- Operational management across complex service environments and digital channels.
- Demonstrated experience in leading large teams and working in a matrixed organisation.
- Expertise in project and change management.
- Excellent communication skills with experience in communicating across a breadth of audiences including both verbal and written and presentation formats.
- Strong business acumen including managing P&L .
- Experience in the roll out of new product initiatives to service users .
- High levels of organisation, responsibility, self-motivation, and personal commitment.
- Experience driving behavioural change, psychological safety, and fostering an inclusive workplace culture.
- Qualifications: Bachelor’s degree in business, business administration, or related field with 7+ years leadership experience.
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.