Team Manager - End User Services

Join the team driving the digital transformation of Australia’s largest public health system

About us

Working at eHealth NSW is more than a job. Every day, we set out to design, build, and innovate world class digital solutions that will transform how healthcare is delivered to patients across NSW. It’s a genuine opportunity to join a team of technology professionals, health partners, industry leaders and academia to develop solutions that help save and improve people’s lives.

Our people are at the heart of who we are. We are committed to a workforce that reflects the communities we serve and actively seek to recruit people from diverse backgrounds to build a supportive and inclusive workplace where our people can gain a sense of belonging, value, and opportunity.

Come work with us

We have an exciting opportunity in the End User Services team for a Team Manager.

Reporting into the Group Manager, you will be part of the team responsible for the management and planning for managed desktop services including but not limited to, Desktop Support, Onsite Support, Professional Services, Managed Print and other End User related services. The role will manage a team of people leaders and technical resources in the support and adoption of standardised tools and methodologies to ensure consistency across the group and in delivery of services.

As an integral member of the End User Services team, you will:

·         Provide expert advice about the feasibility and suitability of services to optimize business performance including providing advice to the End User Services – Group Manager, in relation to all aspects of End User Services, including commercial, professional and technical.

·         Contribute advice to End User Services management team to ensure the strategic, budget, operational roadmaps and planning processes for effective implementation of OKR’s, policies, plans and financial management.

·         Actively engage in mentoring and continual development of the capabilities of direct reports and team members, setting team KPI’s and Performance and Talent for EUS staff.

·         Ensure End User Services support is aligned with standardised state-wide services and implement processes, policies and procedures to ensure the reliability, efficiency and secure operation of desktop devices and activities.

·         Build long term strategic relationships with stakeholders internally and externally including vendor relationships, whilst maintaining organizational and strategic objectives.

·         Drive a team culture focusing on high quality customer service, effective knowledge management and continuous improvement.

More information about the role can be found in the POSITION DESCRIPTION.

About you

The skills, knowledge and experience we are looking for in you are:

·         Extensive experience and a record of achievement in Service Delivery Management in a large and complex service environment, including relevant qualifications or equivalent demonstrated experience. This includes extensive knowledge and demonstrated experience with industry best practices such as Information Technology Infrastructure Library (ITIL).

·         Demonstrated leadership experience (authority and accountability), driving performance, developing the capability of a team and fostering a performance based and customer focused work culture.

·         Strong written and interpersonal communication skills including experience in establishing strategic relationships with customers, stakeholders and vendors.

If this sounds like you and you’re looking for a rewarding new opportunity, we would love to hear from you.

Benefits working with eHealth

Valuing diversity and inclusion

eHealth NSW is committed to providing a working environment that embraces and values diversity and inclusion. We welcome and encourage applications from diverse backgrounds including Aboriginal and Torres Strait Islander people, people with disability and LGBTIQ+ for all advertised positions and have strategies in place to support you.

For more information on the strategies in place to support diversity and inclusion, please visit our Diversity and Inclusion page.

How to apply

To start your application, click the APPLY FOR JOB button at the top.

To apply for this role, please submit an online application and attach your resume (up to 5 pages) along with responses in the online questionnaire which describes how your capabilities, knowledge and experience make you the best person for this role. To help you prepare, you will need to respond to the below:

·        Describe an example of a time when you have led a process or people related change initiative. How did you manage the change and ensure buy-in from affected parties?

·        Describe a situation where you actively contributed to the improvement of services or processes. How did you ensure that your contributions were aligned with the standards and goals of the business?

If you require assistance or have any questions about the role, please contact Lisa Watson on ************@health.nsw.gov.au

If you require assistance or have any questions about the recruitment process, please contact Dane Brown on **********@health.nsw.gov.au

Applications close: Sunday 7th April 2024 (11:59pm)

A talent pool may be created from this recruitment process to fill permanent or temporary vacancies within the next 18 months 

All NSW Health workers are required to have completed a primary course (2 doses) of a Therapeutic Goods Administration (TGA) approved or recognised COVID-19 vaccine (except for the Janssen COVID-19 vaccine which is approved by the TGA as a single dose primary course). New applicants must have completed the vaccination course prior to commencement with NSW Health, or provide an Australian Immunisation Register (AIR) Immunisation History Statement certifying the worker cannot have any approved COVID-19 vaccines available in NSW. A NSW Health agency may require further information about the medical contraindication (including but not limited to an Immunisation Medical Exemption form-IM011 form). Acceptable proof of vaccination is the Australian Immunisation Register (AIR) Immunisation History Statement or AIR COVID-19 Digital Certificate. Booster doses are highly recommended for all health care workers who have completed the primary course of COVID-19 vaccinations.

To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).