Milestone IT is partnering with a major Australian retailer to appoint an experienced Service Delivery Manager for a six-month contract based in Northcote.

This role suits a practical service delivery professional who takes ownership, brings people together, follows issues through to resolution and has that special sauce - that drive that flourishes in chaos. You will help maintain reliable technology services while improving the processes, reporting and partner performance that support them.

The role
Working across business stakeholders, application owners, infrastructure teams and external providers, you will manage service performance, coordinate critical incidents and strengthen operational accountability.

Key responsibilities include:

- Manage service delivery across internal technology teams and external support partners.
- Coordinate major incidents, service restoration and clear business communications.
- Lead post incident reviews and drive corrective actions to reduce recurring problems.
- Monitor SLAs, KPIs and service trends, translating findings into practical improvement plans.
- Strengthen incident, problem, change and request management processes.
- Use ServiceNow reporting and workflows to improve visibility, consistency and accountability.
- Oversee production change readiness, including testing, approvals, communication and support handover.
- Coordinate change schedules to minimise disruption to business operations.




- Support disaster recovery planning, testing and alignment with business continuity requirements.
- Hold vendors accountable for service quality, commitments and agreed outcomes.
- Contribute to operational budgets, cost management and service efficiencies.
- Participate in incident and change escalation coverage, including roster coordination where required.

About you - You will bring:

- At least five years of service management or equivalent experience within a substantial IT environment.
- Demonstrated ownership of service performance and continuous improvement.
- Strong practical knowledge of ITIL processes and experience using ServiceNow.
- Experience managing major incidents, escalations and communication under pressure.
- Confidence working across application, infrastructure and business teams.
- Proven vendor management and stakeholder relationship skills.
- Experience leading teams, influencing peers and establishing explicit responsibilities.
- The ability to turn service data into actions that improve reliability and customer experience.
- Retail or another distributed operating environment will be highly regarded, alongside experience managing budgets, operational transitions and disaster recovery activities.

You will be someone who communicates clearly, addresses difficult issues constructively and delivers improvements through collaboration and follow-through.

📌 Service Delivery Manager - In House (Melbourne)
🏢 Milestone It
📍 Melbourne