Service Delivery Manager (IT)

• Location: Fiona Stanley Hospital, Murdoch, Perth.
• Fulltime Permanent Opportunity; Hybrid role.

Ideal for someone passionate about service excellence and leading ICT services that make a real difference for customers and users in healthcare.

Serco is a place where you can grow

Join a team of 10,000+ professionals across Asia Pacific (APAC) and experience a place of challenge, opportunity, and reward.

We offer lots of headroom for you to grow and flexible benefits to suit you in every stage of your life and career, including:

• The chance to make a real difference in healthcare technology and operations
• Leadership that values trust, care, innovation, and pride
• Professional development and ITIL certification support
• Opportunities to work with cutting-edge digital and service management tools
• Access to training, mentoring, and leadership programs

Make an impact at Serco

As an ICTD Service Delivery Manager at Fiona Stanley Hospital, you’ll ensure high-quality ICT services are delivered consistently across the South Metropolitan Health Service (SMHS) sites — including Fiona Stanley Hospital, Cockburn, and Medihotel.

Reporting to the Head of CXUX, you’ll act as a key liaison between Serco, WA Health, and hospital customers and users, overseeing service performance, contractual compliance, and customer satisfaction. You’ll play a vital role in maintaining operational excellence while identifying opportunities to improve service outcomes, efficiency, and user experience across a large and complex healthcare environment.

As an ICTD Service Delivery Manager, you’ll make a positive impact by:

• Maintaining consistent, high-quality ICT service delivery aligned with ITIL, SIAM, and Agile frameworks
• Monitoring service performance and ensuring compliance with contractual KPIs and SLAs
• Leading service reviews and improvement initiatives to enhance customer and user experience
• Acting as a primary contact for WA Health and hospital stakeholders on ICT service matters
• Coordinating incident, problem, and change management activities across multiple sites
• Managing and escalating KPI failures, risk, and issue resolution to ensure service continuity
• Chairing internal and external service delivery meetings and producing reports and dashboards
• Supporting audit readiness and governance activities, ensuring alignment with compliance standards

Serco is a place for you

You’ll bring a strong background in service and operational delivery, with the confidence and credibility to engage effectively at all levels. Passionate about delivering what’s right for the customer and user, you understand their needs, the broader impact of service decisions, and the obligations that come with them. You’re not afraid to tackle complex challenges and thrive on solving big problems to achieve the best outcomes.

To be successful in this role you’ll have:

• Excellent stakeholder engagement, communication, and influencing skills
• Proven experience in ICT service delivery within complex, multi-site or regulated environments
• Analytical ability to identify service gaps and implement effective improvement initiatives
• Strong understanding of ITIL-aligned frameworks and service management principles
• Demonstrated ability to manage service performance, KPIs, and contractual compliance
• Experience working with service management tools such as ServiceNow, Jira, Confluence, or Microsoft 365
• Knowledge of change and release management processes within ICT environments
• ITIL 4 Foundation certification (desirable)

Are you ready to do important work that really matters?

At Serco, we bring together the right people, the right technology, and the right partners to create impactful solutions that address some of the world’s most urgent and complex challenges.

We focus on serving governments all over the globe. The work we do has touched the lives of millions in Australia, New Zealand, and Hong Kong, and offers unique opportunities to leverage your skills across our core capabilities in Health, Defence, Maritime, Justice, Immigration, and Community Services.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures. By joining Serco you’ll have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.

Impact a better future at Serco.