# **VIC - Service Delivery Manager** Melbourne Full time### VIC - Service Delivery Manager* Melbourne* Full timeWe are seeking an experienced **Service Delivery Manager** to lead and manage the VIC Services & Maintenance (S&M) portfolio.Reporting into the regional leadership team, the Service Delivery Manager will provide end-to-end accountability for operational performance, customer satisfaction, and continuous improvement, while working closely with Engineering, Projects, Commercial, and Field Services teams.**Your responsibilities:**### **Service Delivery & Contract Governance*** Provide overall accountability for the delivery of S&M contracts, ensuring compliance with SLAs, KPIs, safety, and regulatory obligations.* Lead contract performance management, including budget control, forecasting, risk management, and commercial governance.* Act as the senior escalation point for operational, technical, and customer issues.* Ensure adherence to ITIL-aligned incident, problem, change, and service continuity processes.**Operational Performance & Reliability*** Drive service reliability and availability through structured maintenance strategies and data-driven decision making.* Monitor and analyse key performance indicators (e.g. availability, MTTR, MTBF, fault trends) and implement improvement plans.* Oversee asset lifecycle management in collaboration with Engineering and Field Services.**Customer & Stakeholder Management*** Build and maintain strong, trust-based relationships with key government and industry clients.* Lead service review meetings, performance reporting, and governance forums.* Represent Kapsch as the primary operational interface for VIC S&M customers.**Financial & Commercial Management*** Own the operational budget for the VIC S&M portfolio, including cost control, revenue assurance, and margin performance.* Support tendering activities, contract renewals, and variations in collaboration with Sales and Commercial teams.* Ensure accurate internal reporting and contribution to regional business planning.**People Leadership*** Lead and develop operational and support teams, fostering a culture of safety, accountability, and continuous improvement.* Ensure workforce capability, succession planning, and skills development aligned with current and future contract needs.**Process Improvement & Compliance*** Drive alignment with global Kapsch processes, tools, and governance frameworks.* Ensure compliance with safety, quality, and information security standards (including ISO-aligned practices).* Support transition of new projects into steady-state operations, ensuring operational readiness and supportability.**Your porfile:*** Proven experience in a Service Delivery Manager, Operations Manager, or similar role within complex, multi-contract environments (ideally transport, infrastructure, or technology services).* Strong background in IT / OT service operations and Level 2/3 support environments.* Demonstrated capability in managing large portfolios with full accountability for performance, cost, and customer outcomes.* Sound knowledge of ITIL service management practices and contract governance.* Experience working with safety-critical systems and regulated environments.* Commercial acumen with the ability to manage budgets, forecasts, and contract performance.* Excellent stakeholder engagement skills, with the ability to operate confidently at executive and client level.* Leadership style that promotes collaboration, accountability, and continuous improvement.### **What We Offer:*** Hybrid and supportive team environment.* Ongoing professional development through internal and external learning platforms.* Employee Assistance Program for you and your immediate family.* Opportunities for career progression within an international organisation.* Paid Birthday Leave and Christmas Special Leave.* Company-sponsored social and end-of-year events.**How to apply:**We welcome all applicants with the required qualifications including Australia's first peoples and those on bridging visa and permanent resident visa. Candidates progressing to the pre-employment stage must present evidence of right to work in Australia and consent to obtaining additional checks that may include identity, verification, reference checks, criminal background checks, visa/immigration checks, and verification of academic qualifications.If this sounds like an opportunity that suits you, please click the link below to apply. We look forward to receiving your interest!*Please no agency applications.*#J-18808-Ljbffr