The Associate Director, Continuous Service Improvement role at eHealth NSW leads improvement, transformation and service-management work across a large and complex digital health environment. The panel will be looking for a senior leader who can turn strategy into governed programs, build capable teams and show that change produced measurable service outcomes.
This guide explains how to apply for Associate Director, Continuous Service Improvement and organise the evidence the panel is likely to assess. Your application needs a cover letter and an up-to-date resume of no more than five pages. View the official eHealth NSW job listing.
This is a permanent full-time Health Manager Level 5 role based at Chatswood or St Leonards, with hybrid working arrangements. The advertised salary is $180,279 to $201,662, plus 12% superannuation and 17.5% annual leave loading. Applications close at 11:59 pm on Sunday 20 September 2026.
Strong applications will connect leadership claims to clear evidence. Select examples that show the scale of the operating environment, the governance you established, the decisions you made, the people you influenced and the improvement that followed.
In This Guide
- Associate Director, Continuous Service Improvement Role Snapshot
- Application Requirements
- Essential Role Requirements
- Candidate Requirements
- Highly Desirable Experience
- Example Application Structure
- What the Panel Will Want to See
- Before You Submit
- Help With Your Application
Associate Director, Continuous Service Improvement Role Snapshot
| Item | Details |
|---|---|
| Role title | Associate Director, Continuous Service Improvement |
| Organisation | eHealth NSW |
| Locations | Chatswood Zenith Centre or St Leonards, with hybrid working arrangements |
| NSW Government job ID | 599781 |
| Reference | REQ694245 |
| Classification | Health Manager Level 5 |
| Work type | Permanent full-time |
| Salary | $180,279 to $201,662, plus 12% superannuation and 17.5% annual leave loading |
| Closing date | Sunday 20 September 2026 at 11:59 pm |
| Official listing | View the eHealth NSW job listing |
Application Requirements
Your application needs:
- A cover letter
- An up-to-date resume, maximum five pages
We recommend a focused two-page cover letter that demonstrates your relevant experience and results.
Use the cover letter to make the case for fit rather than repeating your resume. It should draw together two or three strong examples that demonstrate senior improvement leadership, disciplined program governance, team leadership, executive influence and measurable service outcomes.
Essential Role Requirements
Applicants need relevant tertiary qualifications in business, information technology, project management, organisational development or a related field, or equivalent professional experience. Make the relevant pathway clear in both the cover letter and resume.
You also need current Australian work rights. If you live outside NSW, state your willingness to relocate in the application.
Candidate Requirements
| Requirement from the listing | How to demonstrate it |
|---|---|
| Extensive experience leading continuous improvement, transformation, service management or organisational change in a complex environment | Use an example with genuine organisational scale. Explain the service problem, operating constraints, improvement approach and how you kept the work connected to strategic priorities. |
| A strong record of delivering large programs or projects | Show how you established governance, planned resources, managed budgets, reported progress, tracked benefits and controlled material risks. Include scale, timeframes and measurable results. |
| Leadership of high-performing teams | Describe how you set direction, clarified accountability, coached leaders or specialists and improved capability. Include evidence of team performance, engagement or delivery improvement. |
| Exceptional stakeholder engagement, influencing and communication | Choose an example involving senior executives and groups with different priorities. Explain how you built agreement, handled resistance and communicated decisions and trade-offs. |
| Use of data, customer insights and performance measures | Show how you selected meaningful measures, interpreted service or customer data and used the findings to adjust delivery. Quantify the improvement where possible. |
| Strong understanding of governance, compliance and risk | Explain the controls, assurance or decision pathways you used. Show how you protected service quality and compliance while maintaining momentum. |
Highly Desirable Experience
The following experience can strengthen the application where it is genuine and relevant:
- NSW Health, government, healthcare or another complex service-delivery environment
- Lean Six Sigma, Agile, PRINCE2, MSP, change management, design thinking or ITIL
- Digital transformation, automation, customer experience or service modernisation
- ServiceNow, artificial intelligence, workflow automation, analytics or performance reporting
- Performance frameworks, key performance indicators, dashboards or benefits-realisation models
Do not turn this into a list of methods and systems. Select the items that support your strongest examples and explain the practical result you achieved.
Example Application Structure
For this role, the cover letter should present a concise executive case for your fit and direct the reader to the strongest evidence in your career. We recommend keeping the letter to two pages. The table below shows how to divide the letter so the panel can follow your evidence.
| Cover letter section | What to include |
|---|---|
| Opening paragraph | Name the role, explain your interest and summarise the scale of your improvement, transformation or service-management leadership. Confirm your qualification or equivalent professional-experience pathway. |
| Improvement and transformation example | Explain the original service problem, its organisational impact, the improvement approach you led and the measurable outcome. Make the complexity and your personal accountability clear. |
| Program governance and risk example | Show how you planned and governed a substantial program, including budget, reporting, benefits, dependencies and risk. Include the decisions you made when delivery moved off course. |
| Leadership and stakeholder influence | Describe how you developed a high-performing team and built executive or cross-functional agreement. Show how your communication changed a decision, commitment or behaviour. |
| Data and performance | Explain how customer insight, operational data, dashboards or key measures informed the work and how you tracked whether benefits were sustained. |
| Closing paragraph | Reinforce your fit with eHealth NSW’s service environment, confirm work rights and relocation position if relevant, and state the contribution you would make. |
Resume Priorities
Your resume can be up to five pages, but every section should earn its place. Give priority to:
- A short executive profile aligned to improvement, transformation and service leadership
- Recent roles with the scale of teams, budgets, services, programs and stakeholders stated clearly
- Achievement bullets that lead with outcomes and include credible measures
- Evidence of governance, benefits realisation, risk control and executive reporting
- Relevant qualifications, certifications, methods and digital platforms
What the Panel Will Want to See
- Improvement leadership that produced a measurable and sustained service result
- Clear personal accountability for complex programs, governance and risk
- Evidence of building capable teams and enabling other leaders to perform
- Executive-level influence across competing priorities and organisational boundaries
- Confident use of data, customer insight and performance measures
- Practical understanding of service delivery in a regulated or high-consequence environment
Before You Submit
- Keep the resume within five pages.
- Keep your cover letter focused on your strongest relevant examples.
- Confirm that your qualification or equivalent professional experience is easy to identify.
- Use specific examples with scale, actions, decisions and measurable outcomes.
- Separate your own contribution from the work of the broader team.
- Confirm current Australian work rights and, if relevant, willingness to relocate to NSW.
- Recheck the official job listing.
- Submit before 11:59 pm on Sunday 20 September 2026.
Help With Your Application
The Associate Director, Continuous Service Improvement application needs a concise senior-leadership case supported by credible evidence of delivery. Team 3Thirty can help you select the right examples, strengthen the structure and make the result easier for the panel to assess.
Start with the free NSW Government cover letter template if you are preparing the application yourself. If you would like tailored help, the Complete Government Job Application service is $497 incl. GST for one role and includes the written application, a CV update and revisions.