IT Service Management Leader - 24/7 Retail Ops

Redwolf + Rosch; Melbourne; Vor Ort; AUD 180.000 - 190.000; Vollzeit

Zusammenfassung

Redwolf + Rosch is seeking a seasoned Manager – Service Management to lead and scale ITSM and service delivery across a large retail and logistics network in Melbourne. You will drive governance, resilience, and continuous improvement, reporting to the Head of IT Operations.

You will oversee internal teams and key vendor partners, manage budgets, and ensure cost-effective, reliable services as the business expands across multiple regions.

Qualifikationen

• 10+ years in IT Service Management or Service Delivery in multi-site operations.
• Experience leading service management teams and matrixed resources.
• Strong incident management and on-call/escalation discipline.
• Commercial acumen with vendors, SLAs and budgets.
• ITIL certification or hands-on ITSM framework experience.

Aufgaben

• Lead ITSM and Service Delivery across retail, logistics and corporate environments.
• Own major incidents governance and 24x7 resilience.
• Manage vendor contracts, SLAs and cost optimisation.
• Oversee ITSM process ownership including incident, problem, change and transition.
• Run financial forecasting and cost controls for the department.
• Drive continuous improvement for new store openings and site expansions.

Kenntnisse

ITSM leadership

Incident management

Vendor management

ITIL/ServiceNow

Strategic leadership

Tools

ServiceNow

Jobbeschreibung

Redwolf + Rosch is seeking a seasoned Manager – Service Management to lead and scale ITSM and service delivery across a large retail and logistics network in Melbourne. You will drive governance, resilience, and continuous improvement, reporting to the Head of IT Operations.

You will oversee internal teams and key vendor partners, manage budgets, and ensure cost-effective, reliable services as the business expands across multiple regions.