Manager - EDWARD Support

eHealth NSW; Willoughby City Council; Hybrid; AUD 154,000 - 183,000; Full time

Benefits offered by this job

Hybrid work options

Salary packaging

Allocated day off per month

Job summary

eHealth NSW is seeking a Manager to lead the EDWARD Level 2 operational support team. You will oversee reliability, security, and performance of NSW Health’s Enterprise Data Warehouse for analysis, reporting and decision support.

You will provide strategic and operational leadership, manage escalations, and drive improvements in service delivery, stakeholder engagement and vendor coordination across the organisation.

Qualifications

• Experience leading ICT operational support and service delivery for Enterprise data warehouse, BI, analytics and reporting platforms.
• Strong leadership of technical teams with accountability and continuous improvement.
• Solid knowledge of ITSM/ITIL, including incident, problem, change and release management.

Responsibilities

• Lead and develop a team delivering Level 2 operational support for the EDWARD platform.
• Manage incident, problem, change and release processes to maintain reliability, security, and performance.
• Act as senior escalation point for complex technical and data-related issues; lead root cause analysis.
• Collaborate with Ministry of Health, Districts and Networks, vendors and technical teams to align services with business needs.
• Drive continuous improvement using service performance data and stakeholder feedback.

Skills

ICT leadership

ITIL knowledge

Stakeholder engagement

Clear communication

Education

Relevant tertiary IT qualification

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

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?

At eHealth NSW, our benefits 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 working at eHealth

Learn More About Us

• Find out how we hire at eHealth NSW
• Check out our diversity and inclusion commitment

• This recruitment may be used to establish a Talent Pool for similar roles (ongoing or temporary) that may arise over the next 18 months.
• 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.