IT Service Delivery Manager

Overview

Join Toll Group as an IT Service Delivery Manager – Defence Theatre Logistics. Toll Group delivers IT services to support the Defence Theatre Logistics contract within the Government and Defence IT Solutions & Service Delivery team. You'll oversee delivery of IT services, manage 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. In this pivotal role, you'll oversee the efficient delivery of IT services supporting the Defence Theatre Logistics contract. You'll be responsible for managing service-level agreements (SLAs), leading service teams, and driving operational excellence to ensure high levels of customer satisfaction. This is a fantastic opportunity for a strategic leader with deep expertise in IT service management (ITSM), strong leadership capabilities, and a passion for delivering customer-focused solutions.

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

To be successful in this role, you will need:

- 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. 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.

Are you excited about this role but are concerned you don't meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you're interested in this role but your past experience doesn't align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

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

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