Manager - EDWARD Support

E-Health NSW; Sydney; Hybrid; AUD 154,000 - 183,000; Full time

Benefits offered by this job

Hybrid work arrangement

12% Superannuation

Annual leave loading 17.5%

Job summary

eHealth NSW is seeking a Manager to lead the EDWARD Support team within Data Analytics Services. You will oversee Level 2 operational support for the NSW Health Enterprise Data Warehouse for analysis, reporting and decision support, ensuring reliability, security and performance of critical data services across NSW Health.

The role requires a proven track record in ITIL-based service delivery, team leadership and stakeholder engagement, with a tertiary IT qualification.

Qualifications

• Experience leading ICT operational support and service delivery for Enterprise data warehouses and BI platforms.
• Proven ability to build and lead technical teams with a focus on accountability and continuous improvement.
• Strong knowledge of ITSM/ITIL processes including incident, problem, change, and service continuity.

Responsibilities

• Lead and develop a team delivering Level 2 operational support for the EDWARD platform.
• Manage incident, problem, change and release processes to ensure reliability and performance.

Skills

ICT operational leadership

Team leadership

Stakeholder engagement

ITIL knowledge

Education

Tertiary qualification in Information Technology

Tools

ITSM Tools

ITIL framework

Job description

Permanent Full Time

Hybrid flexibility for work-life balance | Chatswood & St Leonards

Attractive salary, from $153,559 up to $182,954 + 12% Super + 17.5% annual leave loading

Applications Close: 11:59pm, 12 October 2026

Your work matters at eHealth NSW

As the digital centre of excellence for NSW Health, we design and deliver secure, scalable technology that supports patient care across the state, helping clinicians provide better healthcare, now and into the future.

Join eHealth NSW to create real-world impact, drive meaningful outcomes and support the health of millions every day. Learn more about

us at eHealth NSW

Join the Team

As the Manager, EDWARD Support team within Data Analytics Services, you will lead and manage the delivery of Level 2 operational support services for the NSW Health’s Enterprise Data Warehouse for Analysis, Reporting and Decision support (EDWARD). You will be responsible for ensuring the reliability, security, performance, and availability of critical data and reporting services across NSW Health. The role provides strategic and operational leadership for the EDWARD Level 2 support function, with accountability for service performance, workforce capability, stakeholder and vendor engagement, escalation management and continuous service improvement. The role oversees the coordinated resolution of complex technical and data-related issues and ensures a stable, resilient and high-performing Data Warehouse environment that supports organisational decision-making and business outcomes.

In this role, you will:

Lead and develop a team of specialists delivering Level 2 operational support for the EDWARD platform, ensuring agreed service levels and operational objectives are achieved.

Manage incident, problem, change and release processes to maintain the reliability, security, availability and performance of EDWARD services.

Act as the senior escalation point for complex technical, data, access management and service-related issues, leading root cause analysis and implementation of corrective and preventive actions.

Work closely with the Ministry of Health, Districts and Networks, vendors and technical teams to ensure operational services remain aligned with business needs and organisational objectives.

Drive continuous improvement using service performance data and stakeholder feedback, and lead support readiness for new solutions and platform changes.

View the position description

here

About You

We are looking for someone who:

Has substantial experience leading ICT operational support and service delivery for Enterprise data warehouse, Business Intelligence, Analytics and Reporting platforms within large, complex organisations.

Has built and led technical teams, fostering accountability, collaboration, customer service excellence and continuous improvement.

Has strong knowledge of ITSM and ITIL frameworks, including incident and problem management, change and release management and service continuity processes.

Communicates clearly with technical and non-technical audiences and builds effective stakeholder and vendor relationships.

Holds a relevant tertiary qualification in Information Technology or a related discipline.

Why work at eHealth NSW?

are designed to provide you with the flexibility, growth and support when you need it. We provide:

Hybrid and flexible working options to support balance and productivity

Allocated day off per month in addition to annual leave

Salary packaging to maximise your take-home pay

Hear about how our team benefits from

Learn More About Us

Find out how we hire at eHealth NSW

Check out our diversity and inclusion commitment

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).

If you currently reside outside NSW, please indicate in your application whether you are willing to relocate if successful.