Cutover & Deployment Manager — PHI Migration

Position Summary

Lead the end‑to‑end transition of member, policy, claims, and provider data—and the supporting business processes from client’s current platform to target state ensuring data integrity, security, and compliance under Australian privacy law. Own the cutover strategy, coordinate technical and business readiness, and deliver a controlled go‑live with minimal disruption to operations and members.

Key Responsibilities

• Cutover Strategy & Governance
• Define cutover strategy, scope, success criteria, decision gates, rollback approach, and detailed cutover runbook (including rehearsals and mock cutovers).
• Establish go/no‑go governance and readiness checkpoints across technology, operations, contact centre, finance, compliance, and vendor partners
• Align platform capabilities and integrations (e.g., HICAPS, HealthPoint, ECLIPSE) with cutover sequencing.
• Data Migration & PHI Protection
• Liaise with Data Migration team for data cutover.
• Lead data validation (record counts, referential integrity, claim totals, product rates, benefit limits) and parallel run comparisons to prove outcome equivalence.
• Platform Deployment & Integrations
• Orchestrate environment readiness (dev/test/pre‑prod/prod), release schedules, and configuration of modules—membership, policy/product, claims, billing/contributions, reporting.
• Coordinate open‑system integrations and industry services to deliver end‑to‑end journeys
• Manage performance, resilience, and disaster recovery tests consistent with managed services expectations.
• Business Readiness & Member Experience
• Plan operational day‑1 readiness: contact centre scripts, claims assessing rules, provider eligibility, contribution cycles, arrears handling, transfer certificates, and complaints processes.
• Coordinate training for front‑line, claims, finance, and back‑office teams; ensure hypercare and knowledge base updates.
• Partner with change management to communicate member impacts (policy references, portals, digital claims, new statements) and minimise disruption—leveraging Ensure’s reporting and member‑journey features.
• Risk, Compliance & Audit
• Maintain a risk register for cutover and data privacy/security; run privacy impact assessments; document APP‑aligned consent/notice and data handling; ensure traceability for audit.
• Define and test rollback/fallback to legacy platform for critical scenarios; ensure appropriate contingency staffing through go‑live.
• Provide board/executive reporting on readiness, incidents, defects, and regulatory compliance.
• Post‑Go‑Live Stabilisation
• Lead hypercare (defect triage SLAs, RPA/workarounds, minor releases), benefit realisation tracking, and a structured handover to BAU (ops & IT).
• Execute lessons learned and embed continuous improvement for future releases (e.g., products, rate changes, claims rules).

Required Experience & Skills

Domain Expertise

• Proven delivery of core PHI system migrations or large‑scale platform replacements in Australia
• Familiarity with industry transaction flows (HICAPS, HealthPoint, Medicare Two‑Way, ECLIPSE) and transfer certificate automation.

Delivery Leadership

• 10+ years in cutover/deployment/release management for mission‑critical systems; strong stakeholder and vendor management.
• Excellent runbook design, dependency management, risk mitigation, and executive communication skills.
• Comfortable leading dry‑runs, parallel runs, and go/no‑go boards under tight timelines.

Preferred Qualifications

• Prior work with cloud‑enabled PHI platforms and successful cloud migrations
• Experience integrating Ensure with best‑of‑breed CRM/data platforms to enhance member and provider experiences.

Deliverables & Milestones (Illustrative)

• Migration Blueprint and Privacy Impact Assessment approved.
• Data mapping specs and ETL pipelines baselined.
• Cutover rehearsal #1: end‑to‑end dry run with parallel reconciliation of claims/contributions.
• Operational Readiness: training complete; support model & on‑call rosters set; member communications scheduled.
• Go‑Live: controlled cutover window; command centre; incident/defect SLAs.
• Hypercare exit: stability metrics met; audit artefacts complete; BAU handover signed‑off.