Service Delivery Manager

Halcyon Knights; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

Halcyon Knights is partnering with a global technology organisation to recruit a Service Delivery Manager for a major Australian retail customer. You will own the ongoing service delivery of a business-critical platform as it transitions from project deployment into steady-state operations.

You will work with customer and internal teams to establish effective service delivery processes, manage application support operations, and ensure reliable platform performance as it scales.

Qualifications

• 5+ years' experience in Service Delivery Management or related role.
• Experience supporting business-critical software applications or managed services.
• Experience leading technical support teams and handling major incidents.
• Strong ITIL knowledge across incident, problem, change and release management.
• Experience transitioning platforms into BAU operations.
• Excellent customer-facing stakeholder management and communication skills.
• Familiarity with Agile delivery environments and ITSM tools such as ServiceNow.
• Exposure to retail technology domains (POS/payments) and multi-site platforms would be advantageous.
• Understanding of cloud integrations or modern app architectures would be beneficial.

Responsibilities

• 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 platform improvements.
• Establish and refine service delivery frameworks as the platform moves to BAU.
• Collaborate 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.

Skills

ITIL processes

Stakeholder management

Agile delivery

Incident management

Leadership / team leadership

Tools

ServiceNow

ITSM tooling

Job description

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.