Service Delivery Manager

1 week ago

Sydney, New South Wales, Australia Temple & Webster Full time $120,000 - $180,000 per year

About The Role
Join Australia's number one online furniture and homewares retailer and help shape the way we deliver exceptional service to our customers. As
Service Delivery Manager (Supplier Performance)
, you will lead a high-performing supplier performance team and drive supplier excellence to achieve ambitious targets.

You will be the key link between Temple & Webster and our drop ship suppliers, optimising relationships, improving operations and ensuring world-class customer experiences. Your leadership, analytical thinking and problem-solving skills will help you deliver operational improvements and innovate for future growth

What You'll Do

  • Lead and inspire the onshore and offshore supplier performance team to deliver on service excellence and continuous improvement initiatives
  • Champion Lean Six Sigma and other continuous improvement methodologies to drive innovation and scalable solutions
  • Own supplier performance reporting and analytics, including WBR and MBR reviews, and implement data-driven insights to senior leadership
  • Manage strategic supplier relationships, negotiate performance plans, and oversee escalations to meet or exceed SLAs
  • Ensure operational readiness for major sale events and peak seasons, collaborating with logistics and transport teams
  • Monitor P&L performance including damages and lost-in-transit costs, identifying cost efficiencies and optimising unit economics
  • Partner across Operations, Finance, and Supply Chain to improve cost, delivery speed and service quality

About You
We are looking for an experienced operations leader who is passionate about supplier performance and customer experience.

  • Proven success in supplier and stakeholder management with exceptional communication and negotiation skills
  • Minimum 3 years in a management or leadership role
  • Strong analytical and problem-solving capabilities with intermediate to advanced Excel skills; Lean Six Sigma experience ideal not essential.
  • Familiarity with supply chain management systems, ERPs, WMS, and ideally Big Query/SQL
  • Experience in e-commerce or drop shipment is highly desirable
  • Tertiary qualifications in Business, Logistics/Supply Chain, or Operations Management are advantageous

Why You'll Love Working With Us

  • Hybrid work arrangement with flexibility and autonomy
  • Fast-growing, market-leading e-commerce business with big ambitions
  • Collaborative, innovative and inclusive culture where your ideas are valued
  • Opportunity to work on exciting projects and make a tangible impact on customer experience

Apply now
to lead supplier performance at Australia's #1 furniture and homewares online retailer and help us continue to make the world more beautiful, one room at a time.

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