Software Service Delivery Manager - Automated Warehousing/DC

KION Group; Sydney; On-site; AUD 150,000 - 230,000; Full time

Benefits offered by this job

Fitness Passport

Health cover via Medibank

Progressive global company

Career development and global opport.

Competitive salary packaging

Job summary

Dematic is a global leader in intelligent automation and intralogistics solutions. We seek a Software Service Delivery Manager to lead software support and managed services for APAC customers, ensuring high reliability of warehouse automation systems.

Based in Australia with travel to local sites, you will partner with delivery teams, manage customer relationships, and drive ITIL‑driven service improvements to maximize customer satisfaction.

Qualifications

• Experience leading software service delivery in technical, time-critical environments.
• Strong ITIL principles and service-management practices.
• Ability to manage SLA-driven contracts and performance metrics.
• Proven experience with cross-functional teams and customer escalations.
• Familiarity with Jira, ServiceNow, and BI reporting tools.

Responsibilities

• Lead delivery of software support and managed services across WCS, WES, WMS and warehouse platforms.
• Oversee service performance against SLAs and OLAs; manage incidents and changes.
• Coordinate跨-functional teams to resolve incidents and maintain service availability.
• Develop customer-facing dashboards, KPI reporting and service analytics.
• Drive continual improvement and service governance with stakeholders.

Skills

ITIL knowledge

Cross-functional leadership

Stakeholder management

Service delivery

Customer engagement

Education

Computer Science or Engineering or Business

Supply Chain/Logistics knowledge

Tools

Jira

ServiceNow

Power BI

Job description

• Build a rewarding career with a global leader in warehouse automation and material handling solutions
• Work with industry-leading warehouse automation and supply chain software technologies
• Attractive salary, bonus, excellent benefits, and an innovative, collaborative team culture

We offer:

• Fitness Passport – Enjoy discounted access to gyms, pools, and fitness facilities nationwide for you and your family, making it easier and more affordable to stay active
• Exclusive health cover via Medibank – 9% discount on corporate health plans designed to fit every lifestyle, life stage, and budget
• Progressive and innovative global company experiencing high growth
• Career Development and Global Opportunities
• Competitive salary, salary packaging and novated leasing available
• Corporate discounts on car rentals and IT products/accessories
• Paid Parental Leave + super: 12 weeks for primary carer/2 weeks secondary
• Purchase Leave
• Social Club
• Study Assistance
• Employee Referral Programme

Why Work for Dematic and what sets us apart?

Have you ever wondered how your online orders arrive at your doorstep so quickly and accurately? Behind the scenes, Dematic plays a vital role in making that happen. As a global leader in intelligent automation and intralogistics solutions, we design, build, implement, and support world‑class automated systems for warehouses, distribution centres, and manufacturing facilities. Partnering with some of the world's most innovative brands, we're transforming the future of supply chains through cutting‑edge technology, engineering excellence, and a relentless focus on customer success. With more than 12,000 employees globally and over 900 employees across Australia and New Zealand, Dematic offers the scale of a global organisation combined with the collaborative culture of a local team. You'll work alongside industry experts on industry‑leading projects while being supported to develop your career, expand your skills, and make a genuine impact.

The Opportunity

With a strong pipeline of customer projects and long‑term service partnerships, Dematic is seeking a Software Service Delivery Manager to lead the delivery of software support and managed services across our APAC customer base. Based in Belrose, NSW or Notting Hill, VIC, this role offers the opportunity to work with industry‑leading supply chain software and automation technologies. Reporting to the Senior Director - Lifecycle Solutions & Services APAC, you will play a pivotal role in ensuring the successful operation of mission‑critical warehouse automation systems. Acting as the primary operational interface between customers and internal delivery teams, you will oversee service performance, manage customer relationships, and drive continuous improvement initiatives that maximise system reliability and customer satisfaction. This is an exciting opportunity for a service‑focused technology leader who enjoys working at the intersection of software, operations, customer engagement, and supply chain automation.

Tasks and Qualifications

WHAT YOU WILL BE WORKING ON

• Manage software support and managed services across WCS, WES, WMS, and warehouse automation platforms
• Lead customer service reviews, governance meetings, and executive stakeholder engagements
• Monitor service performance against SLAs, OLAs, and contractual commitments
• Coordinate cross‑functional teams to resolve incidents and maintain service availability
• Drive ITIL‑based incident, problem, change, and continual improvement processes
• Manage customer change requests from assessment through implementation
• Develop customer‑facing dashboards, KPI reporting, and service analytics to provide meaningful operational insights
• Build trusted customer relationships while balancing customer and business outcomes
• Support the transition of projects into ongoing support and managed services environments

SETTING YOU UP FOR SUCCESS

You'll bring experience in software service delivery, customer relationship management, and operational leadership within a technology, automation, or industrial environment. Qualification in Computer Science, Engineering, Business, Supply Chain, Logistics, or a related discipline. Experience managing enterprise software support, managed services, IT operations, or customer‑facing service environments. Strong understanding of ITIL principles and service management best practices. Experience managing SLA‑driven contracts and service performance metrics. Ability to lead cross‑functional technical teams and manage customer escalations. Experience with Jira, ServiceNow, Power BI, or similar service management and reporting tools. Strong analytical, reporting, problem‑solving, and stakeholder management skills. Experience delivering high‑quality service within customer‑facing environments. Willingness to travel to customer sites locally and interstate.

WHAT SETS YOU APART

• Proven experience leading software service delivery in complex and time critical environments.
• Experience in software service delivery in warehouse automation, supply chain software, WMS, WCS, WES, or industrial automation highly regarded.
• ITIL, PRINCE2, PMP, Agile, or similar certifications advantageous.
• Customer‑focused with the confidence to manage escalations, challenging conversations, and service outcomes.
• Strong commercial awareness and understanding of service governance.
• Experience managing major incidents, risks, and recovery plans with internal and external stakeholders.
• Passion for continuous improvement and data‑driven decision making.

WHY BRING YOUR CAREER TO DEMATIC

Employee engagement is high at 80% in our recent employee survey. Average tenure is 8 years, with 12% internal promotions and transfers annually because we actively invest in developing our people. A staggering 30% of all new hires are referrals, as our people know it's a great place to work and recommend it to others.

Dematic is committed to providing equal employment opportunity in all areas of employment including recruitment, selection, promotion, training etc. and in accordance with federal and state legislation, Dematic Pty Ltd (Dematic or the Company) promotes a workplace free from discrimination and harassment.

KION brands keep the world moving – globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future‑ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Whether locally or globally – we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions. Join our team – Push it forward.