Job Description
We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we’re at a pivotal point on our journey to realise that aspiration.
As a company, we’re passionate about what we do and the citizens we help to serve. Civica empowers individuals to deliver meaningful outcomes through technology, improving the way healthcare and insurance services are delivered across highly regulated environments.
The Service Delivery Manager is a senior, program-level role within Civica’s Health division, accountable for designing, governing, and continuously improving the end-to-end presales and scoping process across Private Health Insurance (PHI) and broader healthcare solutions.
This role establishes the standards for how complex healthcare requirements are captured, validated, and translated into structured documentation and cost estimates, ensuring compliance, traceability, and clarity in regulated environments. It ensures that Product Requirements Documents (PRDs) are complete, consistent, and aligned to clinical, operational, and compliance needs prior to engineering handover.
Operating within a complex ecosystem involving healthcare providers, insurers, and regulatory frameworks, the Service Delivery Manager drives process rigour, improves estimation accuracy, and reduces delivery risk. The role leads a specialist team and ensures outputs meet the quality, governance, and consistency required to support scalable, compliant delivery across the Health portfolio.
Why you will love this opportunity as Service Delivery Manager at Civica
This role provides the opportunity to shape a critical capability within Civica’s Health and Private Health Insurance domain, where precision, compliance, and clarity are essential to delivering technology solutions that support patient outcomes and operational efficiency.
The Service Delivery Manager operates at the intersection of healthcare, commercial strategy, and engineering delivery, driving standards that ensure customer requirements are accurately translated into scalable, compliant solutions. The role directly influences how healthcare organisations and insurers adopt technology by enabling consistent, high-quality presales outputs that reduce ambiguity and delivery risk.
This position offers significant exposure to senior stakeholders across healthcare organisations, insurers, and internal leadership teams. It shapes how Civica engages with complex, regulated customers and supports the delivery of solutions that meet strict compliance requirements while maintaining speed and efficiency.
Civica provides an environment focused on accountability, expertise, and continuous improvement, enabling professionals to lead transformation in a highly regulated sector while delivering meaningful impact to healthcare systems and communities.
What you will need to be successful in this role
- Proven experience operating at program manager level within presales, solutions consulting, business analysis, or service delivery in a health technology, SaaS, or regulated environment
- Demonstrated experience designing and implementing presales or requirements gathering processes within complex, compliance-driven industries
- Strong understanding of healthcare or Private Health Insurance (PHI) environments, including regulatory, operational, and data considerations
- Proven capability translating complex healthcare or insurance requirements into structured documentation, cost estimates (ROM / T-shirt sizing), and engineering-ready outputs
- Experience defining and governing Product Requirements Documents (PRDs) to meet engineering, compliance, and operational standards
- Evidence of managing handover processes between presales and engineering, reducing rework and ensuring delivery readiness
- Strong stakeholder engagement skills, with experience working with healthcare providers, insurers, and senior business stakeholders
- Proven leadership experience managing and developing teams in fast-paced, high-complexity delivery environments
- Ability to establish structure, governance, and process discipline in ambiguous or evolving environments
- Strong analytical and commercial acumen, aligning estimation approaches with pricing models and contractual requirements
- Experience defining KPIs, measuring presales performance, and driving continuous improvement across process and output quality
- Excellent written and verbal communication skills, including the ability to produce clear, structured, and compliant documentation.
Why you’ll love working with us
We know that when our people are happy, they will work better and have greater work satisfaction. Here’s what you can expect:
We’re all different - and we love this about us.
We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.
Giving culture - we encourage you to “give back” with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.
Flexible Work - Flexible work – we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.
We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.
