IT Service Delivery Manager

2 weeks ago

Melbourne, Victoria, Australia Toll Group Full time
Overview

Join Toll Group as an IT Service Delivery Manager – Defence Theatre Logistics. In this pivotal role, you'll oversee the efficient delivery of IT services supporting the Defence Theatre Logistics contract, manage service-level agreements (SLAs), lead service teams, and drive operational excellence to ensure high levels of customer satisfaction. This is a full-time permanent position based in Melbourne, Brisbane, or Sydney.

The Opportunity

We're seeking an experienced IT Service Delivery Manager to join our Government and Defence IT Solutions & Service Delivery team. You will be responsible for service delivery leadership, ITSM excellence, and delivering customer-focused solutions with strong leadership capabilities.

Duties and Responsibilities
  • Manage end-to-end IT service delivery, ensuring alignment with agreed service levels and ITSM frameworks like ITIL.
  • Act as the primary liaison between IT, internal stakeholders, and external customers to understand needs and manage expectations.
  • Lead and develop a high-performing IT support team, fostering a culture of continuous improvement and customer service excellence.
  • Monitor and report on service performance, including KPIs and SLAs, and drive improvements through regular service reviews.
  • Identify and implement process improvements, focusing on automation, standardization, and operational efficiency.
  • Oversee vendor relationships, ensuring service levels are met and managing contracts and performance evaluations.
About You / Qualifications
  • Bachelor's degree in IT, Computer Science, or a related field, with extensive experience in IT service delivery or operations.
  • Strong knowledge of ITIL framework; certification preferred.
  • Proficiency in ITSM tools such as ServiceNow.
  • Experience managing global or multi-location IT service delivery environments.
  • Project or service management certifications (e.g., PMP) are highly regarded.
  • SAP ERP experience and Baseline or NV1 security clearance are advantageous.
What moves you

At Toll, you can help play a vital role in delivering what matters. We support communities and industries by solving problems with curiosity and collaboration. Our global team collaborates in friendly, caring environments with autonomy to make impactful decisions, backed by industry-leading training and opportunities for growth.

Additional Information
  • You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Information Technology
  • Industries: Transportation, Logistics, Supply Chain and Storage

To find out more about us visit www.careers.tollgroup.com


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