Overview
6-month CONTRACT with potential extension | Hybrid working arrangement (3 days/week in Western Suburbs of Melbourne)
Role overview: We are seeking an experienced IT Service Delivery Manager to lead the delivery, governance, and continuous improvement of IT services across the APAC region. In this key leadership role, you will be responsible for ensuring high-quality service delivery, operational excellence, and alignment with global service management standards. Working across a complex enterprise environment, you will oversee service performance, ITIL processes, vendor and stakeholder relationships, service transition activities, risk management, and financial oversight. You will lead both internal and outsourced teams while driving initiatives that improve service quality, operational efficiency, and end-user experience.
What you'll be doing
* Performance & SLAs: Own the delivery of services against all contracted SLAs and internal OLAs. You'll monitor targets, drive improvements, and manage any breaches via swift root-cause remediation and stakeholder communication.
* Major Incidents & Change: Act as the primary escalation point for major incidents, champion Problem Management to permanently eliminate recurring issues, and strictly assess IT changes to safeguard service stability.
* Risk & Business Continuity: Proactively identify and neutralize risks to service delivery while ensuring disaster recovery and continuity plans are rigorously documented and tested.
* Commercial & Financial Control: Manage vendor contracts to prevent scope creep, track operational budgets against forecasts, and validate IT service invoices.
More About You
* Experience & Education: 8+ years' leadership experience in IT service delivery or operations (regional/global preferred).
* Domain experience: Background in manufacturing, supply chain, or similar fast-paced industries.
* Exposure to major enterprise systems (e.g., Oracle JDE/Cloud ERP/EBS/EPM/ Oracle Demantra, SAP ECC/S4HANA, Salesforce, Epicor Kinetic, Sage, or Advanced Supply Chain Planning).
* Frameworks & Delivery: Deep expertise in IT Service Management and ITIL practices, with a proven track record of flawlessly transitioning large projects/services into BAU support.
* Leadership: Demonstrated capability in directing cross-functional teams and maximizing value from vendor and managed service relationships.
* Commercial Acumen: Solid hands-on experience with financial management, budget tracking, and performance reporting.
* Familiarity with complex global matrix organizations.
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