Currently on the market for an IT Service Delivery Manager to join one of our largest clients within the retail space.

About the Role

The IT Service Delivery Manager is accountable for the performance and continual improvement Of the Service Management function across all supported regions. The role ensures technology services are managed consistently, service performance is visible and actionable, major incidents are coordinated effectively, and service management practices support the needs of fast-moving retail, distribution centre and corporate environments.

The role is accountable for Service Delivery and ITSM outcomes delivered through internal teams and third party providers, including Incident and Major Incident Management, Problem Management, Request Fulfilment, Change Enablement, Knowledge Management, Service Reporting, Transition to Support, service management policy and data governance, budget and forecasting, vendor and commercial performance, capability uplift, and the successful initiation and delivery of projects and improvement initiatives within the function. Work may be performed bv team members, technical teams, project teams Or partners; accountability for the performance and agreed outcomes Of the Service Management function remains with the Manager.

The role is expected to operate effectively and apply pragmatic and proportionate governance and maintain appropriate 24x7 operational excellence.



This includes ensuring after hours Major Incident Management coverage is maintained through an effective on call roster and acting as the management backup and escalation point when required.

Key responsibilities:

- Accountable for the end-to-end performance Of Service Management and Service Delivery across supported regions, including agreed service levels, governance effectiveness, customer outcomes, operational resilience and continual improvement
- Develop and execute medium term Service Management plans, capability priorities and coverage arrangements aligned to business growth, trading cycles and the needs Of a 24x7 operating environment
- Establish and monitor meaningful KPIs covering service performance, major incidents, recurring issues, change outcomes, knowledge, transition readiness, data quality, stakeholder outcomes and improvement delivery, and implement corrective action where performance is below expectation
- Ensure Service Delivery, Incident and Major Incident Management, problem Management, Request Fulfilment, Change Enablement, Knowledge Management, Service Reporting and Transition to Support practices operate consistently and effectively across the organisation
- Own and continually improve fit for purpose IT service management policies, standards, processes, controls and decision rights,



applying governance that is proportionate to business impact and risk rather than process complexity for its own sake
- Lead and develop Service Delivery and Service Management leaders and teams to meet the operational and strategic needs Of the business

About You:

- Bachelor's degree in Information Technology, Business, Service Management or a related discipline, or equivalent relevant industry experience
- Minimum 10 years' relevant experience in IT service management Or service delivery within complex, multi site environments, including demonstrated people leadership responsibility
- Proven experience leading Service Delivery and Service Management capabilities across multiple teams, regions Or business environments. Demonstrated experience operating in 24x7 technology environments and managing significant or major incidents, including afterhours escalation and on call arrangements
- Proven experience managing service providers against contractual obligations, service levels, measurable performance and commercial outcomes.
- Robust working knowledge of IT service management practices, including Service Delivery, Incident and Major Incident Management, Problem Management, Request Fulfilment, Change Enablement, Knowledge Management, Service Reporting and Transition to Support
- Demonstrated ability to design, implement and manage pragmatic, risk based and fit for purpose ITSM policies, processes, controls, service measures and governance forums

📌 IT Service Delivery Manager (Melbourne)
🏢 Gallant Collective
📍 Melbourne