IT Vendor & Service Delivery Manager

Endeavour Group; Melbourne; Hybrid; AUD 170,000 - 210,000; Full time

Benefits offered by this job

Hybrid working

Discount card

Health & wellbeing

Learning & development

Employee discounts

Job summary

Endeavour Group is seeking a Manager – IT Vendor & Service Delivery to lead governance of outsourced 24/7 IT Service Desk and L1.5 Monitoring, driving vendor accountability and contract value realisation.

You will partner with internal technology teams and external partners, oversee transition and hypercare, and champion automation and process uplift across incident, request and knowledge management.

This hybrid role supports Sydney or Melbourne locations with flexible work arrangements.

Qualifications

• Experience managing offshore MSPs within outcomes-based contracts.
• Hands-on financial management, invoicing, service credits or penalties.
• Deep ITIL knowledge across Incident, Request, Knowledge and Major Incident.

Responsibilities

• Oversee the 24/7 Service Desk and L1.5 Monitoring functions and ensure KPIs are met.
• Manage a strategic offshore MSP to deliver cost savings and uplift.
• Act as liaison between internal tech teams and external partners.
• Drive process transformations and automation, including ServiceNow initiatives.
• Participate in 24/7 Major Incident Management on-call rotation.

Skills

Offshore Vendor Mgmt

Commercial Acumen

ITIL 4

Service Desk Ops

Workflow Optimisation

Incident Leadership

Education

ITIL 4 Foundations certification

Tools

ServiceNow ITSM

Job description

Let’s create a more sociable future together

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!

About the Role

As the Manager – IT Vendor & Service Delivery, you will lead the strategic governance, operational oversight, and commercial integrity of Endeavour Group’s outsourced 24/7 IT Service Desk and L1.5 Monitoring & Alerting functions. Managing a key strategic vendor partner. You will oversee operational delivery through transition and hypercare phases while driving vendor accountability to achieve contractually committed cost savings, efficiency targets, and process uplifts. Serving as a crucial conduit between internal technology teams and external partners, you will drive process transformations, safeguard service quality, and contribute to our 24/7 Major Incident Management (MIM) on-call rotation to ensure operational resiliency.

• Love what you do and leave your mark
• Flexible Working Model: Hybrid Ways of Working - Sydney or Melbourne Location.
• Strategic Value Realisation: Oversee a high-profile outcomes-based contract and shape major IT service transformations over a 5-year lifecycle.
• Broad Operational Impact: Bridge internal technology teams with managed service partners to uplift enterprise service quality and frontline support.

Sounds good? Read on.

Here is a taster of what you can expect in this role:

• Commercial & Financial Oversight: Oversee contract administration, invoice validation, SLA performance tracking, and the calculation of service credits or financial incentives.
• Managed Services Governance: Drive operational oversight across the 24/7 Service Desk and L1.5 Monitoring & Alerting teams, holding the vendor accountable to agreed KPIs.
• Service Management Ownership: Act as the internal governing authority for Incident, Request, and Knowledge Management processes, modernising workflows and driving shift-left practices.
• Cross-Functional Enablement: Serve as the primary liaison bridging external vendor delivery with internal DevOps, Infrastructure, Application Support, and Product teams.
• Continuous Service Uplift: Champion automation through ServiceNow, minimise monitoring alert noise, and maintain executive visibility into performance trends and value realisation.
• Major Incident Support: Actively participate in the 24/7 after-hours Major Incident Manager (MIM) on-call roster, acting as a critical escalation link during critical outages.

What do we need from you

Now let’s talk about you:

• Offshore Vendor Management: Bring 5+ years of experience managing large-scale, offshore managed service providers (MSPs) within outcomes-based commercial arrangements.
• Commercial Acumen: Possess hands‑on experience in financial management, invoice validation, tracking service credits/penalties, and driving contract value realisation.
• ITIL 4 Expertise: Hold ITIL v4 certification (Foundations required, Managing Professional preferred) with deep knowledge across Incident, Request, Knowledge, and Major Incident frameworks.
• Service Desk Insight: Demonstrate a sound technical understanding of frontline service desk operations, enterprise monitoring, alerting frameworks, and ServiceNow ITSM platform governance.
• Workflow Optimisation Skills: Show a strong ability to re‑engineer IT processes, drive automation strategies, reduce noise, and execute cost‑efficiency roadmaps.
• Resilient Incident Leadership: Maintain a calm, authoritative presence during critical service outages and demonstrate strong cross‑functional stakeholder management.

The benefits are good too!

• We offer hybrid ways of working
• An exclusive discount card for our ALH Hotels pubs & accommodation, BWS, Dan Murphy’s and other Endeavour Group brands. Through our partnership with Woolworths, you’ll also enjoy discounts at Woolies supermarkets and BIG W
• As a valued member of the team, your health and wellbeing is our top priority. You will have access to a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big
• Find out more about our range of benefits and discounts here

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

What's in it for you?

We are together creators

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements,

You can learn more about working with us on LinkedIn or atendeavourgroupcareers.com.au.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup

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