Technical Service Delivery Leader for Retail POS Systems

3 weeks ago

Melbourne, Victoria, Australia Hudson Australia Full time

We are seeking a highly skilled Technical Service Delivery Leader to lead the implementation and ongoing management of our Retail POS platform, overseeing its transition from project-based deployment to stable operational performance. This is an exciting opportunity to take ownership of a key service, managing a remote and on-site team to ensure exceptional service delivery and continuous improvement.

Key Responsibilities:

  • Service Setup & Launch (Initial Phase):
  • Develop 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.
  • Lead the development of 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.
  • Continuously 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 software, ensuring optimal performance and addressing issues promptly.
  • Collaborate with cross-functional 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 business objectives.
  • Lead efforts to ensure high standards are met by regularly reviewing KPIs, managing risks, and implementing corrective actions when necessary.

Requirements & Qualifications:

  • Extensive experience in Service Delivery Management, particularly within retail POS systems.
  • Solid background in designing and executing service delivery models, with expertise in Agile methodologies.
  • 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 business goals.

The successful candidate will have an estimated annual salary of $140,000 - $170,000 AUD, depending on experience and qualifications. If you are an experienced leader with a passion for service management and customer success, we encourage you to apply and become part of an exciting, growth-oriented company.

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