An opportunity has become available for a Head of Service Delivery Optimisation 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. The Head of Service Delivery Optimisation works across the wider Australian Defence Force Health Services (ADFHS) team and with Joint Health Command. They are responsible for leading the development and implementation of a work program that supports service delivery operational and strategic optimisation via the use of project management methodology supported by the use of data and insights. 

The Head of Service Delivery Optimisation will be responsible for working collaboratively with internal ADFHS and Bupa stakeholders, along with external ADF stakeholders to develop and embed the roadmap of continuous improvement activities for on base service delivery, including appropriate governance and reporting function uplift to ensure consistency and measure and communicate the overall effectiveness of the work program.

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

• Lead the development and implementation of a targeted work program to optimise service delivery and strategic performance.
• Lead, develop and engage a team, including the ongoing review and optimisation of team effectiveness.
• Develop and promote a collaborative working relationship with key ADF stakeholders to achieve aligned, efficient and effective delivery of joint strategic and service delivery initiatives.
• Effectively partner with internal strategic, clinical, commercial and service delivery teams to ensure the application of holistic and effective governance specific to all aspects of initiative management - identification, development, execution and transition.
• Develop and continuously maintain all processes, procedures, methodologies, systems and tools to enable the successful delivery of joint strategic and service delivery initiatives.
• Support in the facilitation and interpretation of integrated data/evidence to enable accurate identification and prioritisation of joint strategic and service delivery initiatives
• Lead and evolve customer data uplift via the identification, development and training (Power-BI) of key data requirements.

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? 

• Relevant tertiary qualifications. Post graduate qualifications in business, health or data will be highly regarded 
• Strong background in improving health service delivery, patient care
• You are an enthusiastic, driven, resilient and innovative professional, who is excited and passionate to deliver effective outcomes, while adapting within a rapidly changing environment 
• Experienced managing cross-functional stakeholders, working across organisational structures • Clear thinker – able to connect pieces of work from across the ADF to reduce duplication of efforts 
• Excellent communication and presentation skills • Excellent judgement and the ability to work at a strategic level while being mindful of implementation and operational factors at a local level 
• Able to work autonomously and take accountability for deliverables and outcomes
• 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.