Senior Service Delivery Director

2 weeks ago

Melbourne, Victoria, Australia Hudson Full time

Hudson Australia is seeking an experienced Senior Service Delivery Manager to lead the implementation and ongoing management of a Retail POS platform.

The ideal candidate will have a solid background in designing and executing service delivery models, with expertise in Agile methodologies.

Key Responsibilities:

  • Service Setup & Launch (Initial Phase):
  • Design and implement a comprehensive service delivery model, identifying gaps, setting strategic priorities, and ensuring alignment with business objectives.
  • Serve as the primary point of contact for internal and external partners, fostering strong communication and ensuring all expectations are clearly defined and managed during the setup phase.
  • Develop operational readiness plans and guide the transition to steady-state service management, ensuring processes are in place for effective ongoing support.
  • Ongoing Service Oversight & Enhancement (Operational Phase):
  • Oversee daily operations, including system support, performance monitoring, and handling updates or enhancements to the platform.
  • Evaluate service metrics and identify areas for improvement to ensure alignment with customer expectations and SLA requirements.
  • Provide functional leadership to teams responsible for maintaining and updating the software, ensuring optimal performance and addressing issues promptly.
  • Cross-team Collaboration: Work with teams across multiple regions, adapting to time zone differences to coordinate efforts effectively.
  • Manage budgets and track expenses, ensuring cost efficiency and alignment with customer agreements and internal objectives.
  • Lead efforts to ensure high standards are met by regularly reviewing KPIs, managing risks, and implementing corrective actions when necessary.

Required Skills & Experience:

  • Extensive experience in Service Delivery Management, particularly within retail POS systems.
  • Strong technical knowledge of IT infrastructure, cloud services, and POS system operations.
  • Proven track record with service management methodologies such as ITIL, PMP, and Agile.
  • Exceptional problem-solving and decision-making capabilities.
  • Strong communication skills, with the ability to manage diverse stakeholders and align team objectives with customer goals.
  • Comfortable working with cross-functional teams in different time zones.

Salary: $120,000 - $180,000 per annum, based on location and experience. Hudson offers a dynamic and growth-oriented work environment with opportunities for professional development.

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