Senior It Service Delivery Manager

Dhl; Australia; On-site; Confidential; Full time

Job summary

DHL is seeking a Senior IT Service Delivery Manager to lead and evolve its IT Service Management across Australia and New Zealand. You will oversee End User Services, Digital Workplace, Telecoms, Infrastructure Services, and Service Desk operations to ensure secure, reliable, and scalable technology services aligned to business goals.

In this role, you will drive automation, governance, and continuous improvement while partnering with senior stakeholders and external providers.

Qualifications

• Extensive experience leading IT Service Delivery and IT Service Management functions within complex enterprise environments.
• Strong expertise across ITIL service management disciplines and service governance frameworks.
• Proven experience with ServiceNow and modern service management technologies.
• Demonstrated success leading outsourced service providers and vendor partnerships.
• Experience driving automation, operational excellence, and continuous improvement initiatives.
• Strong stakeholder management skills with the ability to influence senior leaders and global teams.
• Experience managing major incidents, service recovery activities, and operational risk.
• Financial management experience, including budgeting and vendor performance management.
• Exceptional leadership capabilities with a collaborative and customer-focused approach.

Responsibilities

• Lead and enhance IT Service Management across Incident, Problem, Change, Request, Asset, Configuration, Service Catalogue, and Service Level Management, leveraging ITIL, ServiceNow, automation, and AI-driven insights.
• Deliver operational excellence by ensuring the availability, reliability, and performance of ANZ technology services, including major incident management, service restoration, and proactive risk mitigation.
• Drive exceptional employee experiences through the management and continuous improvement of End User Computing, Digital Workplace, Collaboration, Identity, Telecoms, and Service Desk services.
• Champion continuous improvement and governance by optimising processes, driving automation, managing service providers, and maintaining compliance with security, risk, and technology governance standards.
• Partner with business and technology stakeholders to support strategic initiatives, oversee successful project transitions into BAU, manage budgets and vendor performance, and align technology services with business objectives.

Skills

ITIL

ServiceNow

Automation

Vendor management

Stakeholder management

Leadership

IT Service Delivery

Tools

ServiceNow

Job description

Drive the evolution of IT Service Management across the region

Drive the evolution of IT Service Management across the region

DHL is the world's leading contract logistics provider, dedicated to delivering innovative and customised transport and supply chain solutions across a variety of industry sectors. We pride ourselves on our commitment to safety, people, excellence, and sustainability, leveraging our global reach alongside local industry expertise.

We are seeking an experienced Senior IT Service Delivery Manager to lead and continually evolve our IT Service Management capability across Australia and New Zealand.

This is a pivotal leadership role responsible for ensuring technology services are secure, reliable, scalable, and aligned with business objectives. You will drive service excellence across End User Services, Digital Workplace, Telecoms, Infrastructure Services, Service Desk operations, and Service Management practices while leading our journey towards greater automation, and service maturity.

Your responsibilities will include:

• Lead and enhance IT Service Management across Incident, Problem, Change, Request, Asset, Configuration, Service Catalogue, and Service Level Management, leveraging ITIL, ServiceNow, automation, and AI-driven insights.
• Deliver operational excellence by ensuring the availability, reliability, and performance of ANZ technology services, including major incident management, service restoration, and proactive risk mitigation.
• Drive exceptional employee experiences through the management and continuous improvement of End User Computing, Digital Workplace, Collaboration, Identity, Telecoms, and Service Desk services.
• Champion continuous improvement and governance by optimising processes, driving automation, managing service providers, and maintaining compliance with security, risk, and technology governance standards.
• Partner with business and technology stakeholders to support strategic initiatives, oversee successful project transitions into BAU, manage budgets and vendor performance, and align technology services with business objectives.

Please Note DHL Internal applications close on 07/09/2026.

DHL Supply Chain is a Great Place to Work

At DHL, we deliver results without compromising on respect, valuing each other's differences while recognizing individual strengths. People are our greatest strength, and we strive to ensure that careers here are satisfying and successful. By joining us, you are joining a company that offers limitless opportunities and a supportive work environment where employees are given the tools and training they need to learn and grow.

The diversity of our team mirrors the diversity of our customers and the communities we are a part of. We promote an inclusive environment – guided by mutual respect, openness, honesty, trust, and cooperation.

Beyond our supportive culture, we also offer our employees:

• World class training programs to enhance your skills and support your career advancement.
• Rewarding employee engagement opportunities such as site events, volunteer work, competitions, and recognition programs such as Service Awards, Employee of the Month and Employee of the Year.
• A competitive salary and benefits package, including annual bonuses and merit reviews to recognize your contributions.
• Eligible employees can purchase DHL Group shares at a discounted rate
• Impressive staff discounts with many of our customers and access to PerkBox which provides discounts with various retailers and services.
• A commitment to work-life balance, with flexible working arrangements tailored to individual role requirements.

DHL is committed to fostering an environment where employees feel comfortable to balance their priorities, work commitments, team engagement and work/life balance in collaboration with their manager, ensuring quality service and productive outcomes for all. DHL will support flexible working arrangements that are tailored to the individual role requirements.

To be successful in this role, you will bring:

• Extensive experience leading IT Service Delivery and IT Service Management functions within complex enterprise environments.
• Strong expertise across ITIL service management disciplines and service governance frameworks.
• Proven experience with ServiceNow and modern service management technologies.
• Demonstrated success leading outsourced service providers and vendor partnerships.
• Experience driving automation, operational excellence, and continuous improvement initiatives.
• Strong stakeholder management skills with the ability to influence senior leaders and global teams.
• Experience managing major incidents, service recovery activities, and operational risk.
• Financial management experience, including budgeting and vendor performance management.
• Exceptional leadership capabilities with a collaborative and customer-focused approach.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills, and experience.

Please be aware that DHL Group will never ask for payment for interviews, certifications, or any part of the hiring process.