Manager Service Management

Redwolf + Rosch; Melbourne; On-site; AUD 150,000 - 190,000; Full time

Job summary

Redwolf + Rosch is seeking an experienced Manager – Service Management to lead ITSM and Service Delivery across a multi-site retail, distribution, and corporate environment in Melbourne. You will own end-to-end service performance, governance, vendor management, and continuous improvement, reporting to the Head of IT Operations.

The role demands 10+ years in ITSM, strong leadership, incident management, and commercial acumen, with ITIL or ServiceNow familiarity.

Qualifications

• 10+ years in IT Service Management or Service Delivery within complex, multi-site environments.
• Proven leadership of service management teams and matrixed field resources.
• Strong incident management experience and on-call escalation structures.
• Experience with vendor contracts, SLAs and budgets.
• ITSM frameworks (ITIL) knowledge or ServiceNow exposure.

Responsibilities

• Lead and scale ITSM and Service Delivery across retail, logistics, and corporate environments.
• Own major incident governance, incident resolution, and 24x7 resilience.
• Drive vendor performance, SLAs, cost optimization, and value delivery.
• Govern ITSM processes (Incident, Problem, Change, Request, Knowledge, Transition).
• Manage operating budget, forecasts, and data governance for IT services.

Skills

ITSM Expertise

Leadership

Incident Management

Vendor Management

Commercial Acumen

Tools

ServiceNow

Job description

About the Business

Join one of Australia’s largest, fastest-growing retail and distribution powerhouses. Operating across an expansive network of retail stores, distribution centres, and corporate facilities globally, our technology ecosystem powers seamless customer experiences and critical supply chain operations 24/7.

The Opportunity

We are seeking an experienced Manager – Service Management to lead, scale, and elevate our IT Service Management (ITSM) and Service Delivery functions. Reporting directly to the Head of IT Operations, you will take end-to-end accountability for service performance, operational resilience, vendor management, and continuous improvement across all supported regions. In this high-impact, fast-paced environment, you will manage internal teams and key vendor partners to ensure pragmatic governance, high operational availability, and seamless service transition as the business expands.

Key Responsibilities

• Strategic Leadership & Operations: Lead and develop a high-performing team (including Service Delivery Managers and ITSM specialists) while setting service performance expectations across retail, supply chain, and corporate environments.
• Incident & Escalation Management: Accountable for Major Incident Management (MIM) governance, ensuring 24x7 operational resilience, clear incident coordination, and acting as a senior management escalation point.
• Vendor & Commercial Management: Drive contractual performance, SLAs, cost optimisation, and value-for-money with third-party Service Desk, Field Services, and managed service partners.
• ITSM Process Ownership & Governance: Continuously mature ITSM practices—including Incident, Problem, Change, Request, Knowledge, and Service Transition—applying pragmatic, fit-for-purpose governance aligned with risk and business impact.
• Financial & Data Management: Own the departmental operating budget, financial forecasts, and cost-control initiatives, while driving IT service data governance, reporting, and actionable analytics.
• Continuous Improvement & Delivery: Sponsor and execute cross-functional service improvement projects to enhance operational readiness and scalable support for new store openings and site expansions.

What We Are Looking For

• Experience: 10+ years in IT Service Management or Service Delivery within complex, multi-site environments (Retail, Logistics, FMCG, or similar fast-paced 24/7 operations highly regarded).
• Leadership: Proven track record leading service management teams, direct reports, and matrixed field resources.
• Incident Management: Strong hands-on background managing Major Incidents and establishing robust on-call/escalation structures.
• Commercial Acumen: Demonstrated capability managing enterprise vendors, SLAs, contracts, and operational budgets.
• ITSM Expertise: Deep knowledge of core ITSM domains and framework implementation (ITIL certification or experience with platforms like ServiceNow is desirable).
• Mindset: Calm under pressure, highly decisive, accountable, and adept at navigating ambiguity in a rapidly growing enterprise environmen

Redwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture, and race. If you are a person with a disability and require modifications to the recruitment process, please contact the Recruitment Consultan t

redwolfrosch.com.au