Strategic IT Service Delivery Lead – Automation & ServiceNow

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

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.