Operational Lead - Single Digital Patient Record

NSW Health; Willoughby; On-site; AUD 138,000 - 156,000; Full time

Job summary

NSW Health's Single Digital Patient Record (SDPR) program seeks an Operational Lead to guide day-to-day support, maintenance, and continuous improvement of critical health technology applications. You will drive operational excellence and ensure clinicians have reliable access to digital tools across NSW.

The role leads a BAU team across integrated health applications, coordinating with stakeholders, vendors and technical teams to deliver high-quality service in a fast-paced healthcare

Qualifications

• This role requires experience leading and developing high-performing teams in complex service delivery or IT support.
• Strong stakeholder engagement, communication, and customer-focused prioritization.
• Experience supporting enterprise applications and ITSM operations, including incident management.
• Analytical thinking to interpret data, identify trends and drive improvements.
• Comfort with on-call, shift or after-hours support when required.

Responsibilities

• Lead and develop a team of Support Analysts to deliver high-quality application support.
• Manage complex incidents and escalations, meeting SLAs and expectations.
• Oversee system administration, testing, change validation and BAU processes.
• Build effective relationships with stakeholders, vendors and technical teams.
• Drive operational excellence through data, knowledge management and improvements.

Skills

Leadership

Stakeholder engagement

IT service management

Analytics & data-driven improvement

On-call support

Job description

Operational Lead - Single Digital Patient Record

Lead work that will shape the future of digital healthcare in NSW – with flexibility and statewide impact

• Temporary Full Time Opportunity up until 31/12/28
• Work from our modern offices | Chatswood, St Leonards
• Attractive salary, commencing from $137,525 up to $156,231 + 12% Super + 17.5% annual leave loading

Applications Close: 11:59pm, Sunday 22 November 2026

Your work matters at Single Digital Patient Record (SDPR), NSW HealthBe part of one of the biggest digital transformations in Australia’s public health history. The SDPR program is reshaping the way care is delivered across NSW - bringing patient information together into one safe, secure, connected system.

If you want your work to have real impact at scale, this is your opportunity to help shape the future of healthcare in NSW.

Join the Team

As the Operations Lead, you'll lead a team responsible for the day-to-day support, maintenance and continuous improvement of critical health technology applications that underpin the NSW Health Single Digital Patient Record (SDPR) program. You'll drive operational excellence, deliver exceptional customer service, manage complex application support, and help ensure clinicians have reliable access to the digital tools that support patient care across the state.

This role offers a unique opportunity to play a key leadership role in one of NSW Health's largest digital transformation programs by supporting the implementation and ongoing operation of the Single Digital Patient Record. You'll lead Business-as-Usual (BAU) support across integrated health applications, work closely with stakeholders, vendors and technical teams, and contribute to service improvements, testing, knowledge management and IT service delivery within a fast-paced healthcare technology environment.

In this role, you will:

• Lead and develop a team of Support Analysts, ensuring high-quality application support, coaching and performance across Business-as-Usual operations.
• Manage complex application incidents and escalations, driving timely resolutions while meeting service level agreements and customer expectations.
• Oversee system administration, testing, change validation and operational processes to ensure reliable and compliant service delivery.
• Build strong relationships with business stakeholders, technical teams and vendors to resolve issues and continuously improve services.
• Drive operational excellence through data analysis, reporting, knowledge management, process documentation and quality improvement initiatives.

View the position description here

About You

We are looking for someone who:

• Enjoys leading and developing high-performing teams within complex service delivery or IT support environments.
• Brings strong stakeholder engagement, communication and problem-solving skills, with a customer-focused approach to managing competing priorities.
• Has demonstrated experience supporting enterprise applications, IT service management (ITSM) or Business-as-Usual operations, including incident management and continuous improvement.
• Applies analytical thinking to interpret data, identify trends and implement practical solutions that improve operational performance.
• Thrives in fast-paced environments, embrace change and are comfortable participating in on-call, shift or after-hours support when required.

You will succeed in this role if you:

• Thrive in dynamic environments where prioritised can shift quickly
• Can balance strategic thinking and hands-on delivery
• Enjoy working collaboratively to achieve ambitious goals
• Feel comfortable working in a lean team environment where flexibility and versatility are key

Why work at SDPR

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

• Allocation day off per month in addition to annual leave
• Salary packaging to maximise your take-home pay
• Career development and learning opportunities to help you grow
• Wellbeing initiatives like Fitness Passport to support your physical and mental health

• This role may require evening, night, weekend and/or shift work, in accordance with operational needs and Award provisions.
• 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.