Proudly member‑owned since 1911, National Pharmacies advocates for making quality healthcare more accessible and more affordable to more people. Our members benefit directly with access to expert health, optical and beauty services and savings across our full range of products. We are continually evolving to meet the changing needs of our members and supporting our communities through local health programs and sponsorships.
Opportunity
In this newly created role as Service Delivery Manager, you will be accountable for embedding a clear Service Delivery methodology. You will ensure seamless delivery of first line support across the business and store processes, store support, technology to stores and to our head office. The Service Delivery Manager will contribute resilience, operational efficiency, enhancement of member experience and continuous improvement aligned with National Pharmacies strategic outcomes.
A key position within the Operations team and reporting to the Head of Support, this role is responsible for driving service excellence and optimising team performance across the business.
Your Key Responsibilities
* Lead, coach, and develop the Business Service Desk team to deliver high‑quality, member‑focused support.
* Oversee the day‑to‑day operations of the Business Service Desk, ensuring timely and effective resolution of incidents and requests.
* Drive a culture of continuous improvement within the service desk.
* Assess, improve and implement efficient business processes in support of retail store & business operations.
* Monitor and report on Business Service Desk performance against SLAs and KPIs.
* Identify and implement process improvements to enhance service quality and efficiency.
* Coordinate with Operations, Technology, Marketing, Property & Facilities, and Merchandise teams to support seamless store operations and issue resolution.
* Prepare operational insights, trend analysis, and service performance reports.
* Manage team performance, development plans, and engagement.
* Maintain healthy relationships with internal and external stakeholders.
* Lead or support projects to enhance service delivery, technology, and processes.
* Oversee procurement and contract management for service desk‑related services.
* Consistent compliance with WHS requirements and required training.
Ideal Candidate Profile
To be successful in this role you will need to demonstrate:
* Proven experience leading large‑scale Service Delivery, ideally in a retail or multi‑site environment.
* Strong understanding of service management principles and frameworks (e.g., ITIL).
* Experience with service desk tools and reporting.
* Demonstrated ability to lead, coach, and develop teams.
* Strong analytical and problem‑solving skills.
* Ability to manage competing priorities and deliver results in a fast‑paced environment.
* Vendor and contract management experience (desirable).
* Credibility by maintaining knowledge of front‑line operations to lead by example.
* Decisive mindset to ensure effective, informed and confident decision making.
* Ability to drive culture, performance, and change.
Qualifications and Experience
* Relevant tertiary qualifications in Information Technology, Business, or a related field and/or equivalent experience.
Benefits
* A competitive remuneration package.
* Working within a supportive team environment which encourages our values of care, communicate, collaborate and celebrate.
* Employee discounts across our entire range of health, optical and beauty products.
* Working for an organisation that supports the community and genuinely cares about its customers through sponsorships and investment in our business.
* Opportunity to be involved in the National Pharmacies Christmas pageant.
Please note that interstate and intrastate travel may be required. Out of standard hours work may also be required.
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