Associate Director, Continuous Service Improvement
Associate Director, Continuous Service Improvement (Health Manager Level 5)
Lead work that improves healthcare outcomes at scale – with flexibility and strong organisational support
- Permanent Full Time
- Hybrid flexibility for work-life balance | Chatswood, St Leonards
- Attractive salary, up to $201,662 + 12% Super + 17.5% annual leave loading
Applications Close: 11:59pm, Sunday 20th September 2026
Your work matters at eHealth NSW
As the digital centre of excellence for NSW Health, we design and deliver secure, scalable technology that supports patient care across the state, helping clinicians provide better healthcare, now and into the future.
Join eHealth NSW to create real-world impact, drive meaningful outcomes and support the health of millions every day. Learn more about us at eHealth NSW
Join the Team
As the Associate Director, Continuous Service Improvement, you'll lead strategic improvement and transformation initiatives that enhance service quality, customer experience, and organisational performance. Your day may involve partnering with executives and stakeholders to identify improvement opportunities, overseeing complex transformation projects and programs, reviewing performance data and benefits realisation, managing risks and governance activities, facilitating workshops, and leading a high-performing team to deliver measurable and sustainable outcomes.
In this role, you will:
- Lead and deliver complex ICT, digital transformation, and continuous improvement programs that improve service quality, customer experience, and organisational performance across NSW Health.
- Partner with executives and key stakeholders to shape strategy, identify improvement opportunities, and influence outcomes that align with organisational priorities.
- Drive governance, risk management, and benefits realisation across a portfolio of projects, ensuring initiatives are delivered on time, within budget, and achieve measurable outcomes.
- Use data, customer insights, and performance metrics to evaluate services, identify opportunities for improvement, and implement sustainable change.
- Build and lead high-performing teams, fostering a collaborative, innovative, and customer-focused culture that delivers exceptional results.
- Champion service innovation and continuous improvement, leveraging emerging technologies, digital solutions, and best-practice methodologies to enhance customer value and business performance.
View the position description here
About You
You'll thrive in this role if you're passionate about driving meaningful change and improving services that make a real difference. You are a strategic and customer-focused leader who can balance big-picture thinking with practical delivery.
We are looking for someone who:
- Has extensive experience leading continuous improvement, transformation, service management, or organisational change initiatives within a complex environment.
- Demonstrates a strong track record delivering large-scale programs and projects, including governance, planning, budgeting, reporting, benefits realisation, and risk management.
- Has strong leadership skills with the ability to build, develop, and inspire high-performing teams.
- Exceptional stakeholder engagement, influencing, and communication skills, including experience working with senior executives.
- Uses data, customer insights, and performance measures to identify opportunities and drive sustainable business outcomes.
- Holds relevant tertiary qualifications in Business, Information Technology, Project Management, Organisational Development, or a related discipline, or equivalent professional experience.
- Strong understanding of governance, compliance, and risk management practices
Highly Desirable
While not essential, we'll be highly interested in candidates with experience or knowledge in:
- NSW Health, government, healthcare, or other large and complex service delivery environments.
- Lean, Six Sigma, Agile, PRINCE2, MSP, Change Management, Design Thinking, or ITIL methodologies.
- Digital transformation, automation, customer experience, or service modernisation initiatives.
- ServiceNow, AI-enabled technologies, workflow automation, data analytics, and performance reporting.
- Developing performance frameworks, KPIs, dashboards, and benefits realisation models.
What’s in it for You?
At eHealth NSW, our benefits are designed to provide you with the flexibility, growth and support when you need it. We provide:
- Hybrid and flexible working options to support balance and productivity
- Allocated day off per month in addition to annual leave
- Salary packaging to maximise your take-home pay
Hear about how our team benefits from working at eHealth
Learn More About Us
- Find out how we hire at eHealth NSW
- Check out our diversity and inclusion commitment
How to apply
Submit your cover letter and most up to date resume (up to 5 pages), highlighting your relevant skills and experience. While we accept AI use - we want your application to feel genuine and true to you.
For questions around the role or recruitment process, including adjustments, please contact our Talent Advisor, Taylah Lagos via Taylah.lagos@health.nsw.gov.au or Hiring Manager, Khushi Mehra via Khushboo.Mehra@health.nsw.gov.au and quote REQ694245.
Important information
- This recruitment may be used to establish a Talent Pool for similar roles (ongoing or temporary) that may arise over the next 18 months.
- To be eligible for this role you must have current Australian work rights (Australian citizen, permanent resident, New Zealand citizen with a current passport, or hold a valid visa with permission to work in Australia).
- If you currently reside outside NSW, please indicate in your application whether you are willing to relocate if successful.
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