Service Delivery Manager - Health AI

About SNAC

At the Sydney Neuroimaging Analysis Centre (SNAC), we develop cutting-edge AI products. These products utilise neuroimaging algorithms that aid in the accurate and efficient diagnosis of brain diseases, as well as a global infrastructure for federated learning.

SNAC is a leading provider of clinically validated neuroimaging AI solutions used by major hospitals and imaging providers.

Role Purpose

The Service Delivery Manager (SDM) is accountable for the end-to-end delivery, quality, and reliability of SNAC's post-sale services across customer onboarding, implementation, operational support, and ongoing service performance.

The role ensures customers experience SNAC as an operationally reliable and professionally governed partner. The SDM is the operational owner of service delivery execution, coordinating across Project Management, Support, Engineering, Clinical, and Customer Success to ensure consistent outcomes at scale.

• Own end-to-end post-sale service delivery from contract handover through steady-state operations.
• Govern customer onboarding, implementation transition, and operational readiness.
• Oversee operational support performance, including uptime, processing times, incident management, and service recovery.
• Own service quality, clinical safety, compliance, and service-related risk management.
• Act as the escalation point for service delivery issues impacting customers or contractual commitments.
• Enable customer retention and readiness for renewal through reliable, predictable service delivery.
• Define, track, and report service delivery KPIs and drive continuous improvement initiatives.

Customer and Service Governance Responsibilities

• Act as the primary operational point of contact for enterprise and clinical customers.
• Conduct regular service performance reviews with key accounts, presenting agreed metrics and action plans.
• Maintain transparent communication with customers regarding service performance, incidents, and improvements.

Quality, Risk, and Compliance

• Ensure all service delivery activities comply with SNAC's quality management system and regulatory obligations.
• Identify, document, and manage operational, clinical, data, and reputational risks related to service delivery.
• Partner with QA/RA, Engineering, and Clinical teams to ensure safe, compliant service operations.
• Contribute to the ongoing development of service standards, SOPs, and the Unified Services Framework.

Key Interfaces

Internal:

• Chief Commercial Officer
• Engineering and Product
• Clinical and QA/RA
• Customer Success and Support

External:

• Enterprise and clinical customers
• Radiology and imaging site leads
• IT administrators and integration partners

Required Experience and Capabilities

• Proven experience in service delivery, operations, or service management within healthcare, MedTech, or regulated SaaS environments.
• Strong understanding of enterprise service delivery models, SLAs, and operational governance.
• Experience operating in clinically sensitive or regulated environments.
• Excellent stakeholder management and communication skills.
• Experience in medical imaging, healthcare IT, or AI-enabled clinical software.
• Familiarity with ISO-aligned quality systems and regulated service environments.
• Experience scaling service operations in a growing technology company.

Success Measures

• Achievement of onboarding and implementation timelines and quality criteria.
• Consistent adherence to service-level commitments and operational stability.
• Reduction in recurring incidents through root-cause resolution.
• High customer satisfaction, retention, and renewal readiness.
• Clear operational visibility and confidence for executive leadership.
• The SDM enables Customer Success by ensuring reliable and well-governed service delivery.

SNAC is an equal opportunity employer dedicated to promoting equity, diversity, and inclusion in the workplace.