Digital Operations Capability Lead

Bupa ANZ; Melbourne; Hybrid; AUD 180,000 - 260,000; Full time

Job summary

Bupa ANZ is seeking a Digital Operations Capability Lead to drive performance, reliability and continual improvement of operational support services across the Digital portfolio. The role acts as the onshore link between Digital leadership, Digital crews, Technology Operations and the BCC, setting priorities and guiding cross-team improvements.

In partnership with the BCC Digital Operations team, you will oversee governance of service outcomes, operational risk, and escalation handling while

Qualifications

• Demonstrated leadership experience in technology operations, application support or similar environments.
• Experience accountable for service performance and operational risk.

Responsibilities

• Set operational priorities and outcomes for the Digital portfolio.

Skills

Leadership

Accountability

Cross-team collaboration

Governance

Stakeholder management

Service operations

Incident management

Communication

Education

ITIL certification or equivalent

Job description

Opportunity Snapshot

• The Digital Operations Capability Lead is accountable for the performance, reliability and continual improvement of operational support services across the Digital portfolio.


• The role provides the onshore service-accountability link between Digital leadership, Digital crews, Technology Operations and the Bupa Capability Centre (BCC). The role sets operational priorities and expected outcomes, provides leadership for material service and risk escalations, and ensures the BCC Digital Operations capability remains aligned to customer, business, technology and regulatory needs.


• Working in partnership with the Operations Manager - BCC Digital Operations, the role governs service performance, operational risk, capability priorities and cross-team improvement while the BCC Operations Manager leads day-to-day BCC workforce management, shift coverage and capability execution.

Whatyou’llneedto make it possible

• Demonstrated leadership experience in technology operations, application support, service delivery or a comparable environment supporting customer-facing digital services.


• Experience holding accountability for service performance, operational risk, significant incidents and cross-team improvement outcomes.


• Experience leading through a distributed or partner-delivered operating model, including governance of service outcomes across organisational boundaries. Experience working with product, engineering, platform, service-management, security, risk and business stakeholders.


• Experience influencing senior stakeholders and resolving priorities, dependencies and accountabilities across multiple teams. Technical and professional capability


• Strong understanding of application operations, service reliability, monitoring and observability, incident and problem management, change control, operational readiness and knowledge management.


• Ability to interpret service data, customer impact, technical evidence and operational risk to make clear decisions and set priorities.


• Strong commercial, governance, stakeholder-management and written communication capability.


• Ability to lead calmly and maintain clear accountability during material service disruption or operational uncertainty.


• ITIL certification, service-management qualification or equivalent practical experience is desirable.

Whyyou’lllove it?

We support our people to be the healthiest and happiest versions of themselves. From providing initiatives that develop careers to looking after our people’s health, wellbeing and futures. Enjoy the flexibility of hybrid working, with a mix of time in the office and at home, while having plenty of opportunities to learn, grow, and take your experience to the next level.

At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed toprovidingequal opportunities and fostering a workplace and environment that is free of discrimination,bullyingand harassment.

We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants. We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or ifyou’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.