Senior Service Delivery Manager
Melbourne, Australia
Job Purpose
As a Senior Service Delivery Manager, you will provide strategic oversight and leadership for end-to-end service delivery and operational excellence across all IT services supporting either BUPA’s Health Insurance or Health Services business units. This role has overall responsibility for ensuring service quality, continuity, and business satisfaction while driving cost-effective, reliable, and customer-focused IT operations.
Key Responsibilities
- Lead communication to senior stakeholders during major incidents and assess business impact.
- Provide overall leadership in service delivery management, operational governance, and stakeholder engagement.
- Act as the single point of accountability for service performance, stability, and business-facing service outcomes.
- Identify and manage portfolio-level risks, providing 24/7 leadership during critical incidents.
- Define, monitor, and report on service levels (SLAs, XLAs, KPIs).
- Lead governance forums and monthly service reviews with senior stakeholders.
- Oversee incident, problem, change, and release management processes.
- Proactively manage critical incidents and service escalations.
- Drive delivery of Service Improvement Plans (SIP) and operational excellence roadmaps.
- Coordinate internal and external service providers for end-to-end accountability.
- Own service financials including budgeting, forecasting, and cost optimisation.
- Ensure compliance with regulatory, risk, security, and audit frameworks.
- Lead service continuity and disaster recovery planning and testing.
- Build strong relationships with business, technology, and vendor stakeholders.
- Provide coaching and mentorship to Associate SDMs and service delivery teams.
- Perform other duties reasonably requested by Bupa.
What you’ll need to make it possible
Essential
- 8–10 years ITSM / Service Delivery Management experience, including 3+ years managing multi-tower services.
- ITIL v3 or v4 Foundation certification with deep ITSM expertise.
- Strong analytical, data-driven decision-making capability.
- Ability to produce actionable reporting for Directors and C-suite executives.
- Financial literacy and strong commercial acumen.
- Strategic mindset balanced with operational execution strength.
- High emotional intelligence and escalation management skills.
- Experience in regulated environments such as healthcare, insurance, or finance.
- Excellent organisational and communication skills.
- Customer-oriented and effective under pressure.
- Team-focused with a strong commitment to quality and reliability.
Desirable
- Experience working in healthcare and/or financial services environments.
- Experience with IT Governance, Risk, and Compliance (GRC).
- Strong verbal and written communication skills.
- Influential leadership across technical and non-technical teams.
- High initiative and ownership in complex, fast-paced environments.
- Strong strategic thinking with attention to tactical execution.
Why you’ll love it?
At Bupa, our purpose is to help people live longer, healthier, happier lives and make a better world, and we know this starts with delivering our purpose for our people.
Our wellbeing program Viva has been designed to help you to live a healthy and happy life. It includes access to health & general insurance discounts, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks. Through Viva you have access to a range of benefits that will help you to maintain your physical, mental, social, digital, environmental and financial wellbeing. As well as a competitive salary, a range of Bupa benefits and flexible working, you’ll be challenged and encouraged to innovate.
If this sounds exciting, we’d love to hear from you. Let’s shape the future of healthcare, together.
Here at Bupa your wellbeing, identity, and personal story are respected and valued. We are committed to building diverse teams that are reflective of the communities we serve and fostering a fair and inclusive workplace free from discrimination, bullying and harassment. We encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants and are dedicated to removing barriers to participation.
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