IT Service Delivery Manager

2 weeks ago

Sydney, Australia Toll Group Full time

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge - big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post —

Group IT provides technology strategy, governance, delivery, and support for all of Toll. The team enables Toll with the right technology foundations and business systems to grow the business and support our customer's needs.

The Opportunity:
A day in the life of an IT Service Delivery Manager at Toll Group:
- Highlight risks and coordinate IT service management & process compliance issues with service providers and use data & insights to proactively identify improvement initiatives.- Act as the key point of escalation for all matters related to specific Value Stream and facilitate escalation resolutions across IT service delivery capabilities.- Track and report on IT services for the assigned Value Stream, including developing and communicating IT changes and awareness programs for the business.- Communicate and collaborate with technology leadership and service partners on status, issues, and decisions to influence outcomes.- Act as an advocate for the quality, delivery, and continuous service improvement of IT services, ensuring the highest levels of customer satisfaction are provided by the Value Stream and improve its KPIs.- Regularly visit Warehouse and Transport sites to collaborate with business stakeholders, develop relationships, and act as the first escalation point of contact for all IT matters.- Occasional domestic and international travel may be required for this position.

What You’ll Need to Succeed:
- Solid experience in IT service management, with experience in process governance, issue coordination, and performance improvement.- IT experience in the supply chain logistics domain.- Strong understanding of IT service management principles and best practices, such as ITIL.- Demonstrated leadership experience in managing and improving service outcomes within a Value Stream.- Strong analytical and problem-solving skills to effectively identify and address complex business issues.- Excellent communication and stakeholder management skills to facilitate effective change and governance.- Proven ability to work collaboratively with cross-functional teams and foster a culture of continuous improvement.- Proficiency in managing budgets and resources effectively.- Certification in IT service management (e.g., ITIL) is preferred.

What moves you?

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.

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