Manager, Service Management

ABOUT THE ROLE:

Join Mercy Health's Technology Team during this exciting period of digital transformation and growth in our Health and Healthy Ageing services. The Manager, Service Management will lead the development, implementation, and continual improvement of IT Service Management processes, acting as the Process Manager and ensuring alignment with best practices. This role is key in overseeing the ongoing maturity and improvement of IT Service Management processes using the ServiceNow ITSM toolset. Additionally, the Manager will establish and run the Mercy Health ISS CAB, ensuring effective governance and decision-making around IT changes. The successful candidate will also own the ServiceNow ITSM toolset, including implementing enhancements and improvements to support Service Management processes.

Reporting to the Director of Technology Operations, the role will also serve as the Major Incident Manager, coordinating responses to major incidents. The successful candidate will drive excellence in IT Service Management, supporting Mercy Health's mission of delivering superior value and care.

ABOUT YOU:

We're seeking a dynamic, energetic individual with a minimum of 8 years of progressive experience in IT or technology-based roles. You should have a Bachelor's or Master's degree in Technology/Digital Disciplines, Business-related discipline, or equivalent practical experience, along with ITIL Foundations & Practitioner or Lifecycle certification.

Key Requirements:

• Minimum of 8 years of progressive experience in IT or technology-based roles.
• Bachelor's or Master's degree in Technology/Digital Disciplines, Business-related discipline, or equivalent practical experience.
• ITIL Foundations & Practitioner or Lifecycle certification.
• Strong understanding of IT Service Management principles and practices.
• Experience in leading and managing IT Service Management processes.
• Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
• Strong analytical and problem-solving abilities.

ABOUT US:

Mercy Health is a Catholic organisation grounded in a 2,000-year tradition of caring for others. Founded by the Sisters of Mercy, Mercy Health is made up of more than 9,500 people who provide acute and subacute hospital care, aged care, mental health programs, maternity and specialist women’s health services, early parenting services, home care services and health worker training and development.

Mercy Health is proud to be recognised as an Employer of Choice for Gender Equality by the WGEA.

WHAT WE OFFER:

Mercy Health recognises that people are searching for meaning in their work life and finding a workplace that connects with their values is a key motivation when choosing an employer. As a not-for-profit healthcare provider, Mercy Health has a strong mission and clear values that guide us in everything we do. We pride ourselves on:

• caring for our people and those important to them with generous employee assistance available for employees and their families
• encouraging applications from people of all ages, abilities and cultural backgrounds including Aboriginal and/or Torres Strait Islander Peoples, and supporting all staff to be their authentic selves at work through our network group for LGBTIQ+ staff and allies
• protecting children and vulnerable people in all our services, by listening to them and having zero tolerance of any form of abuse and neglect
• taking a stand against climate change, which is one of the biggest threats to the health of the world and all humanity, and committing to action that will help make our world fairer and more sustainable

• offering benefits such as generous salary packaging, purchased leave, career progression and development opportunities, access to health and wellbeing programs and a range of discounts across a diverse portfolio of financial, healthcare, travel and other services. 

WHAT YOU WILL NEED:

• Candidates are required to meet the position and qualification requirements.
• Provide a current Police Record Check and Working with Children Check (Mercy Health may conduct additional background checks subject to current legislation).
• Proof of vaccination status consistent with public health orders and with Mercy Health’s policy (includes but is not limited to COVID-19 and seasonal influenza vaccination compliance requirement).

If you have any questions or require any adjustments to ensure a fair and equitable interview and selection process please contact us on the details below.

To view the position description or submit your application please click the 'Apply Now' button.