SCHN - ICT Customer Engagement Manager
Employment Type: Permanent Full Time
Position Classification: Health Mgr Lvl 3
Remuneration: 132236 - 150222 full time equivalent base salary range (+12% super + 17.5% leave loading and salary packaging)
Hours Per Week: 38
Requisition ID: REQ657404
Location: Westmead
Applications Close: Midnight on 1 May 2026
For role related queries or questions contact Matt Hou on Matt.Hou@health.nsw.gov.au
At the Sydney Children's Hospitals Network, every role helps children and young people live their healthiest lives.
As the largest paediatric health service in Australia, we care for thousands of children each year, in hospital and at home. Our people are united by compassion, collaboration and excellence in care.
What you'll be doing
The ICT Customer Engagement Manager at Sydney Children’s Hospitals Network (SCHN) is responsible for building and maintaining strong, strategic partnerships between Digital Health/ICT and clinical, corporate, and operational stakeholders across SCHN.
The role acts as the primary interface for business technology, stakeholder engagement, and solution discovery, ensuring that ICT services are aligned with SCHN’s strategic objectives and operational needs. This position leads the identification and management of customer requirements, facilitates effective communication between ICT and business units, and drives the adoption of digital solutions that enhance patient care, operational efficiency, and user experience.
The ICT Customer Engagement Manager provides expert guidance on ICT initiatives, manages stakeholder expectations, and champions a customer-centric culture within the digital health environment. The role also supports change management, risk management, and continuous improvement activities to ensure the delivery of high-quality, safe, and innovative ICT services across the network.
Additional Benefits (for eligible employees): Flexible work opportunities, Salary packaging and meal entertainment benefits, accrued days off (ADOs), fitness passport, employee assistance program (EAP)
How to Apply:
Click ‘Apply Online’ and submit your application including:
- A resume (maximum 5 pages) outlining your experience
- Responses to the questions below:
- Relevant tertiary qualifications in ICT, health, business, management, or a related field, or expertise in ICT, digital health, or business analysis roles within complex organizations, preferably in the health sector or a combination of study and work experience.
- Proven ability to build and maintain effective relationships with a wide range of stakeholders, including executive leaders, clinical and corporate staff, external vendors, and multidisciplinary teams. Experience in stakeholder analysis, engagement, and managing competing priorities.
- Highly developed verbal and written communication skills, with the ability to consult, influence, and negotiate effectively with diverse audiences. Demonstrated ability to communicate complex technical concepts in clear, accessible language.
- Demonstrated experience in conducting business process redesign (including workflow and data flow analysis); developing information, data, system and workflow diagrams; understanding of benefits realisation; and understanding of change management issues.
- Demonstrated understanding of the health sector, clinical workflows, and the role of ICT in supporting healthcare delivery. Experience with clinical information systems, ITIL frameworks, or digital health transformation is desirable.
- Excellent organisational skills and experience working in a high volume and demanding professional environment with proven capacity to prioritise, multi-task, achieve business goals, perform and always work with a customer focused approach.
- Demonstrated resilience, adaptability, and professionalism. Ability to work independently and as part of a team, manage competing demands, and uphold the values of collaboration, openness, respect, and empowerment.
- Commitment to delivering high-quality, customer-focused ICT services. Ability to identify opportunities for service improvement, gather and act on customer feedback, and champion a culture of continuous improvement.
Child Safe Standards:
SCHN is committed to maintaining a child-safe environment that respects and upholds the rights of children and young people, in line with NSW Health’s commitment to the Child Safe Standards. We aim to ensure that children and young people feel safe, supported, and included in their care. All current and prospective staff are expected to prioritise the safety, welfare, and well-being of children and young people, actively working to protect them from harm and abuse.
Additional Information:
SCHN is an Equal Opportunity Employer that values diversity, recognising that a diverse workforce strengthens our culture and enhances the care we provide to children, young people and their families.
Permanent NSW Health roles require Australian citizenship or permanent residency. Temporary visa holders may be considered where no suitable Australian citizen or permanent resident is identified.
An Eligibility List may be created for future permanent and temporary full or part time vacancies.
Need more information?
1) Click here for the Position Description
2) Find out more about applying for this position
Aboriginal and Torres Strait Islander people are strongly encouraged to apply. We recognise the value of Aboriginal staff providing health care to Aboriginal children and families. For application support, visit the NSW Health Aboriginal Recruitment tool, Stepping Up to assist in preparing your application, or contact the SCHN’s Aboriginal Workforce Consultant at SCHN-EA-AboriginalHealthDirectorate@health.nsw.gov.au
For technical support please contact 1300 679 367
Learn more about The Sydney Children’s Hospitals Network
