Mark Dhapodkar
Community / Healthcare Delivery Manager
Melbourne,VIC
Summary
Results-driven Healthcare Delivery Manager with 10+ years of experience leading complex projects in healthcare IT, community services, and digital transformation. Proven ability to optimize service delivery, streamline operations, and implement patient-centric solutions while managing cross-functional teams and stakeholder relationships. Core expertise includes:
- Healthcare Systems Implementation: Successfully transitioned 60+ clinics to cloud-based SaaS platforms at Zenitas Healthcare, reducing administrative costs by 20% while managing telephony/VPN upgrades and end-of-life server decommissioning.
- Community Program Leadership: Spearheaded digital transformations for NDIA’s myplace Provider Portal, enhancing accessibility and payment experiences for participants and providers through agile methodologies and stakeholder collaboration.
- Operational Excellence: Designed and deployed accredited healthcare systems (QIP at Burwood Dental), including compliance frameworks, HR processes, and IT infrastructure, improving service quality and operational efficiency.
- Stakeholder & Vendor Management: Built collaborative relationships with clinicians, vendors, and government bodies (e.g., VicGov, NDIA) to align technology solutions with community needs.
Certified Scrum Master (CSM) and PRINCE2 Practitioner with a passion for leveraging technology to improve healthcare access and delivery.
Overview
20
20
years of professional experience
3
3
Certifications
2
2
Languages
Work History
Career Break / Travelling
Self
07.2024 - 07.2025
Senior Project Manager
Cenitex
11.2022 - 06.2024
- Coordinated multiple concurrent NDIS service rollouts (13+ projects), managing end-to-end delivery from planning to BAU transition while maintaining strict compliance with NDIS Quality & Safeguards
- Led complex participant data migrations (e.g., 100TB+ to secure systems), ensuring privacy and accessibility aligned with NDIS requirements
- Optimized identity and access management for 5,000+ users (e.g., SSO integration), streamlining participant and staff access to NDIS portals and support systems
- Managed vendor partnerships and procurement processes, negotiating contracts and ensuring service-level agreements met NDIS pricing guidelines
- Developed and monitored detailed project runbooks for critical transitions (e.g., weekend cutovers), including floorwalker coordination and real-time issue resolution
- Tracked budgets and forecasts ($4-5M portfolio) using NDIS-specific tools, with monthly reporting to executive stakeholders on participant outcomes
- Mentored new support coordinators, guiding them on NDIS processes, documentation standards, and participant-centric delivery approaches
- Collaborated with cross-functional teams (clinical, IT, finance) to align NDIS services with participant goals and organizational capacity
Senior Project Manager
NAB, Via ASG Group
08.2021 - 07.2022
- Taking handover of in-flight projects
- Siebel DR Automation using Ansible technology, enhancing capacity of VxBlock Virtual machine platform to insource hosted domain controllers from vendor organization, replacing planning IT architectural platform with Service Now’s APM Module under Enterprise technology’s service management and infrastructure subdomains
- Identified stakeholders, engaged with architects, business/service owners, re-activated team.
- Worked with number of different BAU squads and vendor teams to have project requests completed.
- Overseen multiple business analysts.
- Used Confluence, created Gantt charts, rally to track user stories, ran number of regular checkpoint and working group meetings.
- Tracked budgets, monthly reporting in Clarity.
- Presented budget shortfalls to CIO to seek funding.
Business & Systems Manager
Burwood Dental Care
01.2021 - 06.2021
- Developed business plan including financial plan after conducting a due diligence.
- Liaised with banks and property agents to establish the loans and leases.
- Managed and executed business plan and communicated company vision and objectives to motivate team.
- Worked with various equipment sourcing vendors.
- Planned, sourced, and established clinic’s IT infrastructure.
- Worked with all professional bodies and local councils to acquire relevant compliances and regulatory licenses.
- Created HR Contracts, policies, processes for recruitment, induction, on-boarding and training of staff and practitioners after hiring capable staff and embracing talent management practices.
- Worked with multiple marketing agencies on various online and direct marketing channels.
- Established operational processes and achieved QIP Accreditation for the practice
Project Manager
National Disability Insurance Agency, NDIA
03.2020 - 12.2020
- Apply project management methodology to design, develop and implement initiatives for the myplace Provider Portal
- Establish an action plan for self and the team to identify more critical and less critical activities, determine project requirements and tasks, develop timelines, and meets key milestones, follows up on team action items and tracks results.
- Supervise project activities and resources to delivery agreed outputs.
- Build and manage collaborative relationships with NDIA work groups to support effective communications.
- Work with stakeholders to map out a balanced program of changes that reflect the Agency’s priorities and resources to achieve a desired short-term solution and provider payments experience.
- Undertake activities to develop and maintain currency of knowledge in understanding of Scheme, payment policies and work practices, and Branch functions.
- Take responsibility for the supervision, coaching and development of your direct reports, including building team capacity through coaching and performance feedback.
- Leading the work to plan, develop and implement digital across the ‘myplace’ participant and provider portal and participant app
- Working across key business areas to design, develop and implement digital platform changes efficiently to improve the Participant and Provider experience.
- Working with providers, participants, and Agency business areas to lead improvements to the efficiency, effectiveness, robustness and usability of the current digital platforms and ecosystem.
- Leading the design, development, and implementation of major and minor initiatives for the ‘myplace’ portals and app based on data led business priorities.
- Building and managing collaborative relationships with NDIA workgroups to support effective communications and agile ways of working.
- Working with stakeholders to define and map out a balanced program of changes that reflect the Agency’s priorities and set expectations that aligns to the branch’s objectives.
Project Manager
Zenitas Healthcare
07.2018 - 02.2020
- Engaged with project sponsors and facilitated workshops for stakeholders to make complex decisions and development of formal Business Case
- Acted as Scrum Master working closely with Product Owner in backlog management and continuous delivery of features including 2 project analysts and 4 state project coordinators in Scrum team.
- Educated and reinforced Scrum methodology and agile framework to team members and stakeholders
- Conducted weekly grooming sessions, backlog planning sessions, planning poker sessions etc.
- Facilitated retrospectives for teams and showcases for sponsors.
- Transitioned 60 clinics to new cloud-based SaaS platform reducing 20% Practice administration resourcing costs.
- Managed IT Infrastructure improvement project for all these clinics in parallel looking after upgrades of telephony, changes to VPN / MPLS and decommissioning of end-of-life servers.
- Managed end-to-end delivery discovering scope, creating governance structure, budget, agreeing master roll-out schedules, roll-back strategy while using tools like MS Visio, MS Project and Smartsheet
- Worked with Vendor developers to fulfill integration requirements.
- Maintained RAID register while managing complex risks and formalizing decisions.
- Liaised with key internal and external stakeholders across all states including.
- Managed direct and indirect team members to have the project activities completed on time.
- Produced accurate budget reports of estimates vs actual spend at point of time.
- Forecast budget spend in coming period for the sponsors and got overspend approved by sponsors.
- Provided and managed Post Go-live support including documentation for Lessons Learnt
Business & Systems Manager
Narre Warren Dental Care
07.2016 - 06.2018
- Conducted Organizational review and including review of staff’s clerical, technical and professional activities.
- Managed day-to-day business operations, including accounting, finance, HR, marketing, and public relations.
- Created HR Contracts, policies, processes for recruitment, induction, on-boarding and training of staff and practitioners.
- Migrated patient data, X-rays, images, referral documents from old on-premises practice management platform to new SaaS platform.
- Designed, developed, and implemented new SaaS platform for Contact management, cash management, tasks management, payment plan tracking etc.
- Spearheaded business operations by consistently seeking methods to improve profitability through cost containment, efficiency improvements and revenue generation.
- Provided consistent and excellent public relations and marketing activities including social media advertising, Google AdWords, website development, and effective signage development.
- Ensured that all staff and key stakeholders are aware of expectations and required works through the running of daily scrum Stand-ups, including end of the day huddles and retrospectives to ensure fluidity
Project Manager
Jetstar
07.2015 - 06.2016
- Completed “Next Generation Booking Engine” project with the aim of providing a better User Experience and booking flow, ultimately resulting in 15% increase in ancillary product sales
- Managed 2 scrum teams in Agile environment, realizing success through tailored application of SDLC methodologies and exceptional leadership skills
- Created a set of plans to help guide teams through the implementation and closure phases of the project
- Identified, analyzed, measured, and managed project risks
- Monitored and reported project progress making sure project is progressing as per plan and budget
- Conducted regular impact analysis to assess the consequences of the functional requirements
- Assisted the technical team in their design and development tasks
- Worked alongside operations manager finalizing UI designs with UI/UX Analysts
Project Manager / Iteration Manager
Sensis, Yellow Pages
03.2013 - 06.2015
- Conducted Workshops and discovery sessions to understand and document requirements in Business Requirement Document (BRD) from Business Stakeholders and gain approval from impacted stakeholders
- Managed the number of projects in parallel involving data migrations tasks in transformation program when Sensis got separated from Telstra, liaise technical discussions from legacy models of Old CRM to new Salesforce system via ORP
- Generating high level Data Flow Diagrams in Microsoft Visio showing AS IS and TO BE maps
- Raise new cards for the stories and track their progress in JIRA and maintain backlog
- Iteration planning, participating in kick-offs and explaining the requirements of the card
- Various other Agile activities include running stand-ups, retrospective sessions, and maintaining Agile wall
- Report project risks, document decisions and provide project status reports
- Attend all external Change Request (CR) Requirement gathering, BRD/SD review sessions which may have potential impact or work to be done in ORP (Online Reporting Platform)
Scrum Master - Senior Business Analyst
Telstra
10.2011 - 02.2013
- Lead the analysis of identified business requirements in collaboration with business stakeholders
- Acted as a facilitator for several User Groups which included business and technical stakeholders from OSS and BSS Land
- Validating, approving user story completion, and running showcase presentation at the end of iteration for wider group of project stakeholders as well as sponsors
- Create and manage a backlog of clearly defined and prioritized user stories / acceptance criteria
- Work alongside the product development team to ensure business requirements are correctly reflected throughout the product development process
- Working through the iterations via various agile methods including running grooming sessions, planning poker working towards the minimum marketable features (MMFs)
- Contributing to the future strategic direction of our product set
- Designed user interface with Offshore team and reviewed design with development team and client service
Senior Data Quality Business Specialist
Telstra
06.2011 - 10.2011
- Investigated and drove resolution of pervasive data quality reporting problems raised by the business and IT in mostly Siebel and Billing system through Team’s Agile Methodology by using Daily Stand Ups to track the work
- Took up systematic Analysis and data profiling of various facets along with Sales Order Facet with line items in EDW based off Teradata
Programmer Analyst
NAB
05.2010 - 06.2011
- Analyzed CRM platform data to provide input for key decision making and strategic planning to support make all important decisions related to products, lending submissions, borrowing entities, consumer applications, credit cards etc
- Supported in BAU activities like changing product attributes, adding new products, responsibilities, and their implementations after impact analysis on existing functionalities.
Business Analyst
Getnimblex
05.2009 - 04.2010
- Identified critical business issues and developed workable solutions for clients
- Understanding client’s existing MS Excel based system.
- Database management using Advance Excel - Macros, Advance Filter, Functions & Formulas, Pivot table, Importing & exporting data, validations.
- Find methods for cutting costs in current manual processes and increasing the revenue of the company
Programmer Analyst
ITC Infotech, British American Tobacco
06.2005 - 01.2008
- Preparing IAF (Impact Analysis File) giving details of all components getting affected in the application including LLD (Low Level Design) which gives all the details of modifications going to happen in current application
- Two cycles of testing performed: conference room pilots (CRPs) 1 and 2 and user acceptance testing (UAT)
- Supported all go-live activities and post-production troubleshooting
Education
Master Of Business Information Systems - Management
La Trobe University
Melbourne, Australia12.2009
Bachelor Of Engineering - Computer Science
University of Mumbai
Mumbai05.2005
Skills
- NDIS Compliance & Participant Advocacy
- Rostering & Workforce Optimization (Xero, Deputy)
- Staff-Participant Matching & Care Plan Management
- Incident Resolution & Quality Improvement
- Stakeholder Engagement & Family Liaison
- CRM Systems & NDIS Software Proficiency
- Team Leadership & Contractor Management
- Microsoft Office 365 & Reporting Tools
- Agile Problem-Solving & Adaptability
- Payroll Coordination & Leave Management
- Accreditation, process development, maintenance
Certification
Dental Practice Management Essentials
Timeline
Career Break / Travelling
Self
07.2024 - 07.2025
Senior Project Manager
Cenitex
11.2022 - 06.2024
Senior Project Manager
NAB, Via ASG Group
08.2021 - 07.2022
Business & Systems Manager
Burwood Dental Care
01.2021 - 06.2021
Project Manager
National Disability Insurance Agency, NDIA
03.2020 - 12.2020
Project Manager
Zenitas Healthcare
07.2018 - 02.2020
Business & Systems Manager
Narre Warren Dental Care
07.2016 - 06.2018
Project Manager
Jetstar
07.2015 - 06.2016
Project Manager / Iteration Manager
Sensis, Yellow Pages
03.2013 - 06.2015
Scrum Master - Senior Business Analyst
Telstra
10.2011 - 02.2013
Senior Data Quality Business Specialist
Telstra
06.2011 - 10.2011
Programmer Analyst
NAB
05.2010 - 06.2011
Business Analyst
Getnimblex
05.2009 - 04.2010
Programmer Analyst
ITC Infotech, British American Tobacco
06.2005 - 01.2008
Master Of Business Information Systems - Management
La Trobe University
Bachelor Of Engineering - Computer Science
University of Mumbai
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