An opportunity has become available for a Head of National Service Delivery to join our Service Delivery team within ADF Health Services on a permanent, full-time basis. This role can be based from our Melbourne, Sydney or Brisbane office locations when not working from home.

As the Head of National Service Delivery, you will lead a high performing team of three Regional Partnership Managers and be accountability for the operational, contractual, and commercial performance of the extensive independent clinical health practitioner workforce that services a total of 59 ADF health facilities to meet the ADF’s operational requirements.

How will I help?
Key accountabilities include but are not limited to:

• Lead, coach and develop a team of three Regional Partnership Managers to deliver to ADF’s clinical workforce requirements including a range of additional supporting health services
• Act as a senior point of contact for customer and sub-contractor escalation and resolution
• Develop, implement, and monitor internal and sub-contractor national performance management frameworks
• Ensure oversight, management and optimisation of contractual performance (KPI’s) including customer experience via the application of best practice communication, planning, and quality assurance frameworks
• Lead the national workforce planning and governance data uplift program resulting in improved access, utilisation and development/capability across the Bupa ADF Service Delivery team
• Promote and utilise workforce management and governance datasets to understand risks, trends and opportunities to enable tactical and strategic decision making
• Work collaboratively with key sub-contractors to deliver to the service delivery optimisation program including the development and ongoing critical review of relevant policies and standard operating procedures
• Work in partnership with internal Bupa senior stakeholders to ensure contractual, operational and clinical compliance
• Lead customer reporting uplift to promote increased visibility, planning and joint decision making with key ADF stakeholders

What’s in it for me? 
As well as a competitive salary, a range of Bupa benefits and flexible work from home arrangements, you’ll be challenged and encouraged to innovate. You will partner with colleagues who are dedicated to delivering exceptional experiences. We respect and consider everyone, knowing your difference will make the difference. 

• Significant discount on our health insurance, travel, car, home, contents and pet insurance products as well as discounts when you attend a Bupa Dental clinic or purchase glasses from a Bupa Optical store. 
• A dedicated internal wellbeing team provides you with a range of services, such as a global resilience program, regular training opportunities on a range of wellbeing topics and access to a variety of wellbeing discounts. 
• An additional well-being day each year to treat yourself. 
• Generous yearly bonus based on performance and deliverables 

What do I need? 

• Significant proven experience managing large scale operating environments in a commercial setting 
• Relevant tertiary qualifications. Post graduate qualifications in business, change management or quality will be highly regarded 
• Experience in delivery of services to meet agreed contractual obligations and SLAs, preferably within the public or private health sector 
• Proven experience building strong subcontractor relationships and driving accountability and performance of subcontractors 
• Proven ability to set and achieve clearly defined objectives and measures to drive business outcomes and meet service level agreements 
• Demonstrated commitment to, and practice of, leadership driven culture and building collaborative working environments across a national network 
• Effective time management, resource planning and general operations experience  
• This is a Security Cleared Position. The occupant must be an Australian Citizen and must be eligible to obtain and uphold a Baseline Security Clearance.  

About Bupa 
Bupa is an international healthcare group which has a purpose to deliver longer, healthier, happier lives and making a better world for more than 70 years. In Australia and New Zealand, Bupa assists more than 5 million customers through a broad range of health and care services including health insurance, aged care, rehabilitation, dental, optical, medical, hearing and medical visa services. 
ADF Health Services Contract (ADFHS) provides integrated and seamless end-to-end health support to 85,000 Australia Defence Force (ADF) personnel across 59 facilities. This includes a health professional workforce to complement the existing ADF and Australian Public Service (APS) health workforce in providing health services to Defence personnel, along with pathology, imaging and radiology, rehabilitation, mental health, hospital, specialist, allied health and other off base services enabled by Bupa network and systems. 
As part of the ADF HS, Bupa also provide health support to the Department of Veterans’ Affairs (DVA). This includes but is not limited to; providing a national network of Bupa health professionals to provide clinical advice, communication, and quality assurance activities to DVA Health and Compensation branches, as well as health assessment and mental health services to Veterans. Additionally, Bupa also provide a Veterans & Families
Counselling service for veterans and their families through the Open Arms programme.