IT Service Delivery Manager

Toll Group

Sydney Olympic P…

2 weeks ago

Sydney Olympic P…

2 weeks ago

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IT Service Delivery Manager

Toll Group seeks an IT Service Delivery Manager / Value Stream Manager to lead IT operations for assigned business groups, ensuring service quality, incident management, and continuous improvement. The role requires extensive ITSM expertise, supply chain logistics experience, and strong stakeholder management. Benefits include parental leave, flexible working, and salary sacrificing.

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Hybrid

Full-time

Senior

ITIL

IT Service Management

Salary

Not specified

Work Location

Sydney Olympic Park, New South Wales, Australia, AU

Work Model

Hybrid: 3 days in office/2 days working from Home

Experience Required

10 years

Employment Type

Full-time

Experience Level

Senior: 10+ years

Core Qualifications

Technical (Must-have)

ITILIT Service ManagementITSMWarehouse Management Systems (WMS)Transport Management Systems (TMS)LinuxUnixWindowsNetworkingServiceNow

Soft Skills

stakeholder engagementcommunicationanalyticalfinancialdeliverystrategic planningcollaborationproblem-solving

Tools (Must-have)

ServiceNow

Preferred Qualifications

Technical (Nice-to-have)

AWSAzureGCPOCIwebMethodsWorkatoBoomiM365SharePoint

Key Responsibilities

•Own end‑to‑end IT operations and service delivery for assigned business groups and value streams, ensuring service quality, customer satisfaction, and continuous improvement.
•Lead and coordinate incident and escalation management, acting as the primary escalation point for P1/P2 incidents and value‑stream issues, ensuring timely resolution, communication, and post‑incident review.
•Proactively manage service risks, compliance, and performance, leveraging ITSM processes, data, and insights to identify improvement initiatives and report on IT services and changes.
•Build strong relationships with business stakeholders, regularly engaging with Warehouse and Transport sites, serving as the first point of escalation, and driving IT awareness and change adoption.
•Collaborate with technology leadership, service partners, and specialist teams (Cybersecurity, Infrastructure, Architecture, Networks) to ensure stable, secure platforms and influence effective delivery outcomes.
•Manage financials and technical excellence across IT services, including budget and TCO optimisation, complex troubleshooting and solution delivery, and ensuring smooth transition to BAU through robust production acceptance.

IT Service Delivery ManagerValue Stream ManagerToll GrouplogisticsITSMITILHybridSydneyFull-time

Core Qualifications

Technical (Must-have)

ITILIT Service ManagementITSMWarehouse Management Systems (WMS)Transport Management Systems (TMS)LinuxUnixWindowsNetworkingServiceNow

Soft Skills

stakeholder engagementcommunicationanalyticalfinancialdeliverystrategic planningcollaborationproblem-solving

Tools (Must-have)

ServiceNow

Key Responsibilities

•Own end‑to‑end IT operations and service delivery for assigned business groups and value streams, ensuring service quality, customer satisfaction, and continuous improvement.

•Lead and coordinate incident and escalation management, acting as the primary escalation point for P1/P2 incidents and value‑stream issues, ensuring timely resolution, communication, and post‑incident review.

•Proactively manage service risks, compliance, and performance, leveraging ITSM processes, data, and insights to identify improvement initiatives and report on IT services and changes.

•Build strong relationships with business stakeholders, regularly engaging with Warehouse and Transport sites, serving as the first point of escalation, and driving IT awareness and change adoption.

•Collaborate with technology leadership, service partners, and specialist teams (Cybersecurity, Infrastructure, Architecture, Networks) to ensure stable, secure platforms and influence effective delivery outcomes.

•Manage financials and technical excellence across IT services, including budget and TCO optimisation, complex troubleshooting and solution delivery, and ensuring smooth transition to BAU through robust production acceptance.