Service Delivery Manager Aeromedical Retrievals - Karratha, WA

Aspen Medical is seeking an experienced

Service Delivery Manager to lead and oversee the Western Australia Resources Aeromedical Evacuation (WARAME) service. Operating from Karratha, WARAME provides 24/7 aeromedical retrieval, triage and clinical support to workers across remote onshore and offshore resource operations in Western Australia. This role will ensure the safe, efficient and high-quality delivery of services while maintaining strong operational, workforce and stakeholder outcomes.

Ideally, the successful candidate will be based in Karratha; however, we welcome applications from suitably qualified candidates based in Perth. A clinical background or experience within healthcare or aeromedical services would be highly regarded but is not essential.

Reporting to the General Manager, the Service Delivery Manager will provide positive leadership across the contract and its operational workforce. The role is responsible for ensuring services are delivered safely, efficiently and in accordance with contractual requirements, operational standards, key performance indicators and relevant clinical and quality frameworks.

You will work closely with internal and external stakeholders to maintain strong service delivery outcomes, workforce performance, commercial viability and client satisfaction. This is a full-time, fixed-term position until 30 September 2027, with the possibility of an extension.

• Be available to provide operational support after hours and on weekends, including carrying the emergency phone, activating and tracking after hours retrieval missions, and responding to urgent matters as required.
• Act as the primary point of contact for service delivery matters, working with aviation and clinical teams and escalating contractual, operational, workforce, clinical, and health and safety issues, where necessary, to relevant stakeholders, to ensure timely resolution and continuity of service.
• Lead the day-to-day delivery of contracted services, ensuring all operational requirements, aviation base management, and performance indicators are met.
• Manage and support operational employees and subcontracted service providers, ensuring compliance with organisational policies, systems and processes.
• Build collaborative relationships with clients, employees, subcontractors and other key stakeholders.
• Monitor budgets, costs and service profitability in consultation with the General Manager.
• Maintain effective contract administration, documentation, and internal and external reporting.
• Support quality management systems and oversee risk assessments, incident reporting, and health, safety and environmental obligations.
• Contribute to business improvement and business development activities, and undertake other duties as reasonably directed by the General Manager.

To succeed in this role, you will bring:

• Demonstrated experience managing complex projects, contracts, services or business initiatives.
• Strong leadership and people-management capability, with the ability to create an engaged and collaborative working environment.
• Experience interpreting service or contractual requirements and translating them into practical operational outcomes.
• Sound commercial awareness, including experience working with budgets, cost controls and financial reporting.
• Strong analytical and problem-solving skills, with the ability to develop practical solutions to complex issues.
• Excellent stakeholder-management, communication and interpersonal skills.
• The ability to prioritise competing responsibilities and provide responsive leadership in a changing operational environment.
• A client-focused approach and commitment to quality, continuous improvement and service excellence.

Experience or knowledge in any of the following areas would be advantageous:

• Healthcare or clinical service delivery
• Aeromedical evacuation services
• Aviation operations
• Remote or resources-sector environments

A clinical background is desirable but not essential.

• Full-time, fixed-term position until 30 September 2027, with the possibility of an extension
• Competitive remuneration package
• Employee Assistance Program (EAP)
• Employee discounts, including private health insurance and gym memberships

For further information about this opportunity, please contact Muhammad Sulaiman at ***email_hidden*** .

Aspen Medical values diversity and inclusion and encourages applications from all backgrounds, including Aboriginal and Torres Strait Islander peoples, LGBTQIA+ communities, and those from diverse cultural backgrounds. We also welcome applications from ADF veterans with relevant experience.