Service Delivery Lead

Priceline; Victoria; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Novated leasing

Employee Assistance Program (EAP)

Professional development opportunities

Team member discounts across Wesfarmrs

Job summary

Wesfarmers Health seeks a Service Delivery Lead to join the Digital Health Operations team. You will drive the delivery and implementation of SiSU Health services across Health Stations and related programs, coordinating resources and stakeholders for a seamless customer experience.

You’ll lead onboarding, drive operational excellence, and work with Commercial, Product, Engineering and partners to ensure reliable service and continuous improvement.

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 priorities and outcomes delivered by others.
• Strong customer and stakeholder communication, risk and escalation capability.
• High attention to detail and proficiency with Microsoft 365, CRM, workflow and scheduling systems.
• Experience in healthcare, wellbeing or regulated services is desirable.
• Tertiary qualifications in business, operations or related discipline are desirable.

Responsibilities

• Manage delivery schedules, resources, logistics and priorities to ensure on-time, in-scope services.
• Act as the operational contact for customers, handling escalations and implementation activities.
• Provide leadership and direction to Operations Specialists, building team capability.
• Identify service risks and drive process improvements to enhance outcomes.
• Monitor service performance, customer feedback and metrics to drive continuous improvement.

Skills

Service delivery

Operations management

Stakeholder management

Project coordination

Customer onboarding

Risk management

Communication

Attention to detail

Microsoft 365 familiarity

Education

Tertiary qualifications in business/operations/project management

Formal project management training or certification

Tools

CRM

Workflow systems

Scheduling systems

Project management tools

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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