Service Delivery Lead

Wesfarmers Health; Melbourne; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Employee benefits across Wesfarmers –

Team member discounts at Bunnings, K-m

Novated leasing options

Employee Assistance Program (EAP) – 24

Access to Wesfarmers Health division &

Discounts at Priceline, atomica, Clear

Job summary

Wesfarmers Health is seeking a Service Delivery Lead to join our Digital Health Operations team. You will lead the delivery and implementation of SiSU Health services across Health Stations, Point of Care services, Health Screening programs and customer events.

You will be responsible for ensuring customer programs are successfully implemented and delivered to agreed service, quality and commercial standards.

Qualifications

• 7-10 years’ experience across service delivery, operations, customer implementation, programme or project management.
• Proven experience coordinating multi-site services, events, installations or logistics.
• Experience leading operational resources, managing competing priorities and accountability for outcomes.
• Strong customer and stakeholder communication, commercial judgement, risk and escalation capability.
• High attention to detail and proficiency with Microsoft 365, CRM, workflow and scheduling tools.
• Experience in healthcare, wellbeing, technology or a regulated service environment is desirable.
• Relevant tertiary qualifications in business/operations or related discipline desirable.
• Formal project management training or certification desirable.

Responsibilities

• Managing delivery schedules, resources, logistics and priorities to ensure on-time, in-scope services.
• Acting as the operational contact for customers, handling escalations and implementation activities.
• Providing leadership and coaching to Operations Specialists while building team capability.
• Identifying service risks, driving process improvements and applying best practices.
• Monitoring service performance, customer feedback and metrics to drive improvement.

Skills

Service delivery

Operations management

Programme management

Project management

Stakeholder communication

Microsoft 365 experience

CRM experience

Scheduling systems

Logistics coordination

Risk escalation

Education

Tertiary qualifications in business/operations/related discipline

Tools

Microsoft 365

CRM

Workflow

Scheduling

Project management systems

Job description

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At Wesfarmers Health we strive to make health, beauty and wellness experiences simpler, more affordable and easier to access for all Australians.

Our portfolio includes well-known names like Priceline, Australian Pharmaceutical Industries, as well as our MediAesthetics brands - Clear Skincare Clinics and SILK Laser Clinics. In the digital space, we’re proud to have SISU Health and InstantScripts—and most recently, we’ve launched our newest retail beauty stores, atomica.

About us:

SiSU Health is a preventive health company helping users to identify their cardiovascular and diabetes risk factors in a self-serve approach with instant results available in the SiSU Health app.

SiSU Health leases self-serve Health Stations to in the community (Cricket’s Boxing Day Test, AFL Gather Round, field days), workplaces and in Priceline Pharmacy to make it easy for people to take a health check and help people understand their risk factors

What you’ll do:

We have an exciting opportunity for a Service Delivery Lead to join our Digital Health Operations team. Reporting to the Operations & Engineering Manager, you will play a key role in leading the delivery and implementation of SiSU Health services across Health Stations, Point of Care services, Health Screening programs and customer events.

You will be responsible for ensuring customer programs are successfully implemented and delivered to agreed service, quality and commercial standards. Acting as the operational lead after contract signing, you'll coordinate resources, manage stakeholder expectations, oversee customer onboarding and drive operational excellence across service delivery activities.

Working closely with Commercial, Product, Engineering, Customer Support and external delivery partners, you'll ensure customers receive a seamless end-to-end experience while driving continuous improvement, operational efficiency and service reliability.

Other key responsibilities include but are not limited to:

• Managing delivery schedules, resources, logistics and operational priorities to ensure services are delivered safely on time and within scope
• Acting as the key operational contact for customers, managing escalations, service issues and implementation activities
• Providing leadership, coaching and direction to Operations Specialists while building team capability and resilience
• Identifying service risks, driving process improvements and implementing operational best practices to enhance customer outcomes
• Monitoring service performance, customer feedback and operational metrics to drive continuous improvement

If you're passionate about delivering exceptional customer experiences, leading complex operational programs and building scalable service delivery capabilities, we'd love to hear from you.

What you’ll bring:

• 7-10 years’ experience across service delivery, operations, customer implementation, programme or project management
• Proven experience in coordinating multi-site services, events, installations or logistics
• Demonstrated experience leading or directing operational resources, managing competing priorities, and remaining accountable for outcomes delivered by others
• Strong customer and stakeholder communication, sound commercial judgement, risk and escalation capability
• High attention to detail and confidence using Microsoft 365, CRM, workflow, scheduling and project management systems
• Experience in healthcare, wellbeing, technology or another regulated service environment is desirable
• Relevant tertiary qualifications in business, operations, project management or a related discipline is desirable
• Formal project management training or certification is desirable

Why us?

• Access to employee benefits across Wesfarmers including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline, atomica, Clear Skincare Clinics and Instant Scripts
• Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group
• Novated leasing options
• Access to our Employee Assistance Program (EAP) - available to all team members and their immediate family members, 24/7, 365 days a year

Aboriginal and Torres Strait Islander Applicants

Wesfarmers Health aims to become an employer of choice for First Nations Australians, through investments that attract, empower and retain First Nations team members within our stores, distribution centres, clinics and corporate offices.

As part of the Wesfarmers group, we provide authentic support through a diverse range of programs and initiatives, designed to empower you on your journey towards personal achievement and professional advancement.

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