APAC Software Service Delivery Lead – Automation

Dematic; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Fitness Passport

Health cover via Medibank

Career development & global opps

Salary packaging & novated leasing

Discounts on car rentals & IT products

Parental Leave + super (12w primary)

Job summary

Dematic is seeking a Software Service Delivery Manager to lead software support and managed services across APAC shipping and warehousing platforms. You will act as the main operational interface between customers and delivery teams, driving service performance and continuous improvement.

You'll manage relationships, oversee incidents, and shape dashboards and reporting to maximise system reliability and customer success on warehouse automation projects.

Qualifications

• Qualification in Computer Science, Engineering, Business, Supply Chain, Logistics, or a related discipline
• Experience managing enterprise software support, managed services, IT operations, or customer-facing service environments
• Strong understanding of ITIL principles and service management best practices
• Experience managing SLA-driven contracts and service performance metrics
• Ability to lead cross-functional technical teams and manage customer escalations
• Experience with Jira, ServiceNow, Power BI, or similar service management and reporting tools
• Strong analytical, reporting, problem-solving, and stakeholder management skills
• Experience delivering high-quality service within customer-facing environments
• Willingness to travel to customer sites locally and interstate

Responsibilities

• Manage software support and managed services across WCS, WES, WMS, and warehouse automation platforms
• Lead customer service reviews, governance meetings, and executive stakeholder engagements
• Monitor service performance against SLAs, OLAs, and contractual commitments
• Coordinate cross-functional teams to resolve incidents and maintain service availability
• Drive ITIL-based incident, problem, change, and continual improvement processes
• Manage customer change requests from assessment through implementation
• Develop customer-facing dashboards, KPI reporting, and service analytics to provide meaningful operational insights
• Build trusted customer relationships while balancing customer and business outcomes
• Support the transition of projects into ongoing support and managed services environments

Skills

ITIL principles

Cross-functional leadership

Stakeholder management

Analytical skills

Service delivery

Education

Bachelor's degree in Computer Science / Engineering / Business / Supply Chain

Tools

Jira

ServiceNow

Power BI

Job description

Dematic is seeking a Software Service Delivery Manager to lead software support and managed services across APAC shipping and warehousing platforms. You will act as the main operational interface between customers and delivery teams, driving service performance and continuous improvement.

You'll manage relationships, oversee incidents, and shape dashboards and reporting to maximise system reliability and customer success on warehouse automation projects.