Senior Delivery Lead - Customer Success

Job Description

At Telstra Health we believe health technology has the potential to be the great enabler for transforming the way healthcare is delivered. With the backing of our parent company Telstra, we’re all about combining technology and innovation to deliver significant, scalable solutions for improving patient and clinician experiences and health outcomes. Join us in digitising healthcare! What’s the opportunity? Partnering internally and with our managed service provider to embed delivery processes and practices that maximises productivity, velocity and customer centricity throughout the support function. Lead initiatives to drive standardization, quality assurance, continuous improvement and risk management, across all phases of the support lifecycle. Please note, this role is a fixed term contract for 9 months. Key Accountabilities & Outcomes Partner with our managed service provider to uplift the support capability provided internally and to our customers. Review and optimise delivery practices and processes, including but not limited to ways of working, operational cadences and tooling. Define roles and responsibilities of the delivery teams, implementing governance processes that maximise productivity and drive transparency. Define clear processes to hand over responsibilities across teams and departments. Monitor delivery performance, improving velocity and quality; creating a culture of customer centricity and urgency. Lead the collaborative, dynamic planning process – prioritising the work that needs to be done against the capacity and capability of the team. Establish dynamic delivery reporting and continuous improvement processes. Monitor the prioritisation of work; iterate and pivot in line with organisational priorities. Partner internally to develop a quality assurance process; embed within delivery practice. Manage issues and risks; manage the escalation process as required. Provide change management oversight and support. Coordinate key stakeholders to ensure alignment on priorities, goals and expectations. Manage the process for the exchange of information, facilitating discussion, decision making, and conflict resolution to keep the team focused on the goals of the iteration. Capabilities Communication - Clearly explains and presents ideas. Adapts communication style to meet the needs of the audience. Actively listens to others. Prepares effective written materials. Collaboration - Ability to participate and contribute in the development of team success. Ability to transfer knowledge. Work collaboratively with and through others. Ability to provide support to team members. Leadership - Develops and uses effective strategies, change management and interpersonal skills to influence others toward the accomplishment of identified objectives. Stakeholder Management - Partner with stakeholders to build rapport, understand their business priorities & partner for success. Solves problems with and for customers using a range of tools and communication methods. Problem Solving - Uses different lenses to consider problems from a variety of perspectives; shares possible solutions with others and asks for feedback; solves problems using evidence. About you: Minimum 8 years experience program management or delivery leadership in technology industry. Knowledge of enterprise interface layers and their interactions within a technology stack; ability to articulate complicated systems to stakeholders. Experience delivering large scale / complex programs, Health Sector experience desirable. Exceptional stakeholder management. Strong facilitation experience, including the ability to mentor others to facilitate agile ceremonies. Ability to coach, including providing feedback and having difficult conversations. Exceptional analytical skills. Experience within healthcare sector highly desirable. Tertiary degree, preferably in the Technology industry. Professional certifications in a recognised variant of Agile (e.g. Scrum, SaFe, LeSS etc..) are highly regarded. Why join Telstra Health: We believe that flexibility is not a ‘perk’, it’s how we have always worked! We celebrate that flexibility looks different for each of us and support your work-life harmony. Join us if you find change, a fast paced environment and even some ambiguity thrilling! Our entrepreneurial spirit and genuine desire to make a difference is one of a kind and the work we do is not only meaningful but also exciting and new! Holding on to good talent is important to us. We support our exceptional people forge career paths internally. Our People Leaders are committed to continuously enhancing their team members, celebrating successes and identifying growth opportunities. If you want to join the incredible team that is helping to solve some of the biggest challenges faced by the health and aged care sector today, we are the right place for you! And it doesn’t stop there… Avenues for growth and stepping into other roles. 30% discount on Telstra services including home broadband and post-paid mobiles. Free 24/7 professional and confidential support for you and your family through EAP. Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more. Multiple leave options including 16 weeks gender-equal paid parental, family and domestic violence leave, cultural, volunteer, study leave, as well as the option to purchase additional leave. We are passionate about creating an environment that's inclusive and supportive. We encourage Aboriginal and Torres Strait Islander people, individuals from all backgrounds, including those caring for and living with disability to apply. Even if you don’t check every box above, we encourage you to apply today or get in touch with us on . We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon. #J-18808-Ljbffr