Service Delivery Manager

Halcyon Knights Pty Ltd; Austrália; Presencial; AUD 120 000 - 170 000; Tempo integral

Resumo da oferta

Halcyon Knights Pty Ltd is partnering with a global technology organisation to recruit a Service Delivery Manager to support a major Australian retail customer.

Take ownership of the ongoing service delivery of a business-critical retail platform as it moves from project deployment into steady-state operations, coordinating customer and internal teams to ensure reliable performance and continuous improvement.

Qualificações

• 5+ years' experience in Service Delivery Management or similar role.
• Experience supporting business-critical software applications or managed services.
• Experience leading technical support teams and managing major incidents.
• Strong ITIL knowledge across incident, problem, change and release management.
• Familiarity with Agile environments and ITSM tools such as ServiceNow.
• Exposure to retail POS or multi-site retail technology is valued.

Responsabilidades

• Own end-to-end application managed services, ensuring SLA and KPI performance.
• Lead technical support teams across application support, DevOps and engineering.
• Manage major incidents, escalations, root cause analysis and problem resolution.
• Coordinate software releases, hotfixes, change requests and ongoing platform improvements.
• Establish and refine service delivery frameworks as the platform transitions into BAU.
• Work closely with customer stakeholders, technical teams and international product teams.
• Oversee service reporting, governance, support arrangements and continuous improvement initiatives.
• Coordinate vendors and third parties to ensure effective service delivery.

Conhecimentos

Service Delivery

Incident Management

Stakeholder Management

ITIL

Agile

ServiceNow

Ferramentas

ServiceNow

Descrição da oferta de emprego

We're partnering with a global technology organisation to recruit a Service Delivery Manager supporting a major Australian retail customer.

This is an opportunity to take ownership of the ongoing service delivery of a business-critical retail platform as it transitions from project deployment into steady-state operations.

Working closely with the customer and internal technical teams, you'll be responsible for establishing effective service delivery processes, managing application support operations and ensuring the platform continues to perform reliably as it scales.

What You'll Be Doing

• Own end-to-end application managed services, ensuring SLA and KPI performance.
• Lead technical support teams across application support, DevOps and engineering.
• Manage major incidents, escalations, root cause analysis and problem resolution.
• Coordinate software releases, hotfixes, change requests and ongoing platform improvements.
• Establish and refine service delivery frameworks as the platform transitions into BAU.
• Work closely with customer stakeholders, technical teams and international product teams.
• Oversee service reporting, governance, support arrangements and continuous improvement initiatives.
• Coordinate vendors and third parties to ensure effective service delivery.

What We're Looking For

• 5+ years' experience in Service Delivery Management, Application Support Management or a similar role.
• Strong background supporting business-critical software applications or managed services.
• Experience leading technical support teams and managing major incidents.
• Solid understanding of ITIL, including incident, problem, change and release management.
• Experience transitioning software platforms or technology projects into BAU operations.
• Strong customer-facing stakeholder management and communication skills.
• Familiarity with Agile delivery environments and ITSM tools such as ServiceNow.
• Exposure to retail POS, payments, commerce platforms or multi-site retail technology would be highly regarded.
• Understanding of cloud environments, integrations or modern application architectures would be beneficial.

Why Consider This Opportunity?

You'll have genuine ownership of a critical technology service, working across technical delivery, customer engagement and operational improvement.

This is an opportunity to join an established global technology business and play a key role in supporting a large-scale retail technology transformation.