Service Manager
1 week ago
Role: Service Manager with Retail Experience
Work location: Melbourne, VIC
Role type: Contract
Role Summary:
We are seeking a proactive and customer-focused Integrations Service Manager to oversee the end-to-end delivery of Integration services and solutions to a major retail client. As the Services Manager, you will act as the primary point of contact between the client and internal teams, ensuring services are delivered efficiently, SLAs are met, and the client's evolving business needs are supported through effective systems integration.
Key Responsibilities:
Client Relationship Management:
Serve as the key liaison between both parties.
Build and maintain strong client relationships to understand their business goals and challenges.
Ensure high client satisfaction through consistent communication and service quality.
Service Delivery Oversight:
Manage the delivery of IT services and integrated solutions according to agreed service levels and contracts.
Oversee incident, problem, change, and release management processes.
Monitor and report on SLA/KPI adherence and take corrective actions as needed.
Operations Coordination:
Collaborate with client project managers, solution architects, and technical teams where required to ensure seamless delivery.
Drive continuous service improvements and operational excellence.
Align services and capabilities with the client's specific demands, including peak season readiness, system stability and performance
Team Leadership:
Lead cross-functional delivery and Operations teams, ensuring accountability, performance, and motivation.
Facilitate knowledge sharing and promote a culture of service excellence.
Identify service risks and proactively implement mitigation plans.
Qualifications:
Bachelor's degree in IT, Business, or a related field; ITIL certification preferred.
5+ years of experience in service delivery or program management within an IT or SI environment.
Proven experience managing services for retail clients or in a retail technology setting.
Strong knowledge of ITSM frameworks (e.g., ITIL), cloud platforms, and enterprise retail systems.
Excellent communication, leadership, and stakeholder management skills.
Preferred Skills:
Experience in managing services across multiple Integration Platforms for a retail customer.
Familiarity with Azure Cloud and on-prem / cloud based Applications Integrations and Middleware systems.
Ability to analyze service data and derive actionable insights.
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