Senior Health Information Service Management Officer

The Service Manager plays a critical role in supporting the implementation and operation of conformance incident review, management, monitoring, and quality analysis services in alignment with the Agency’s Conformance Framework.  ​The role is responsible for:  ​Managing the relationship with selected external third-party software vendors.   ​Tracking, managing, and resolving underlying software and platform defects.  ​Ensuring that all vendors investigate root causes and deliver permanent fixes in compliance with agreed Service Level Agreements (SLAs).  ​Engaging with software developers and internal stakeholders to address software issues.  ​Assist with preparing high-quality briefings, reports, and recommendations for executive decision-making.  ​Supporting risk mitigation by identifying gaps and improving practices.  ​Operating in a complex, multi-vendor environment, the role requires strong stakeholder engagement, technical understanding, and the ability to translate technical issues into clear, non-technical insights.  ​The position also contributes to broader team leadership, continuous improvement, and strategic outcomes.  ​​  The following duties, skills and capability requirements of this position have been developed in alignment with the Integrated Leadership System (ILS) and the relevant APS Work Level Standards. The Australian public holds high expectations of the APS. They expect that APS Agencies, and their employees act with and undertake their duties with integrity and honesty, placing emphasis on both delivery of outcomes and behaviour. This is driven by the APS Values, the APS Employment Principles and compliance with the   Code of Conduct.  Key duties and responsibilities Vendor Coordination & Governance: Be a point of contact for external software vendors regarding technical problems; log, track, and drive vendor defect tickets through to permanent resolution.  ​SLA Tracking & Compliance: Monitor and enforce vendor contract compliance regarding problem management response and resolution times; escalate breaches to vendor account managers where necessary.  ​Root Cause Verification: Participate in root cause analysis reviews with external software engineers and internal teams, critically evaluating vendor-provided reviews to ensure fixes are comprehensive and permanent.  ​Cross-Team Liaison: Partner closely with internal product managers and risk assurance teams to communicate resolution timelines and deployment schedules for software fixes.  ​Performance Reporting: Prepare regular reports evaluating vendor performance against SLA targets, trends, and recurring vulnerabilities for senior management.​  Criteria The buyer has specified that each candidate must provide a one page pitch to address all criteria specified. This is equal to 5000 characters. Essential criteria Weighting 1. Problem Management and Technical Service Delivery Demonstrated experience managing conformance, incident, problem management, or IT service management processes in complex environments, including the investigation, tracking and resolution of technical issues and defects. Weighting: 25% 2. Vendor Management and Stakeholder Engagement Proven ability to build and maintain effective relationships with software vendors, technical specialists and business stakeholders, including influencing outcomes, managing sensitive issues and driving accountability for agreed actions and service levels. Weighting: 25% 3. Analysis, Risk Management and Continuous Improvement Demonstrated ability to analyse complex technical and operational issues, evaluate root causes, identify risks and trends, and develop practical recommendations that support permanent resolution, risk mitigation and service improvement. Weighting: 25% 4. Communication, Reporting and Delivery Demonstrated ability to prepare clear, evidence-based reports, briefings and recommendations for senior stakeholders, while managing competing priorities and delivering high-quality outcomes under limited direction. Weighting: 25% Opportunity summary Sellers can submit Up to 6 candidates Number of sellers invited Between 5 and 10 Number of candidates submitted Fewer than 10 RFQ closing time 01 Weeks 00 Days 06 Hours Send us feedback About Accessibility Privacy Terms of use Disclaimer and copyright An initiative of the Digital Transformation Agency The Australian Government acknowledges the Traditional Owners of Country throughout Australia and acknowledges their continuing connection to land, waters and community. We pay our respects to the people, the cultures and the Elders past and present. © Commonwealth of Australia