Software Service Delivery Manager - Automated Warehousing/DC

Description

The company is a global leader in warehouse automation and material handling, with over 12,000 staff worldwide and more than 900 across Australia and New Zealand.

You will work with supply chain software and automation technology on large projects for customers across APAC, with a steady pipeline of new projects and long-term service contracts.

Employee engagement reached 80% in the latest survey, average tenure is 8 years, 12% of staff move internally each year, and 30% of new hires come through referrals.

The team is collaborative and the company is growing quickly, with a focus on developing its people.

Responsibilities

• Run software support and managed services for WCS, WES, WMS and warehouse automation platforms.
• Lead customer service reviews, governance meetings and talks with senior customer stakeholders.
• Track service performance against SLAs, OLAs and contract terms.
• Organise cross-functional teams to fix incidents and keep services available.
• Run ITIL-based processes for incidents, problems, changes and continual improvement.
• Handle customer change requests from first assessment through to delivery.
• Build customer dashboards, KPI reports and service analytics that give useful operational insight.
• Develop trusted customer relationships while balancing customer needs with business goals.
• Help move projects into ongoing support and managed services.

Requirements

• Experience in software service delivery, customer relationship management and operational leadership in a technology, automation or industrial setting.
• A degree or qualification in Computer Science, Engineering, Business, Supply Chain, Logistics or a related field.
• Experience managing enterprise software support, managed services, IT operations or customer-facing service work.
• A solid grasp of ITIL principles and service management best practice.
• Experience running SLA-driven contracts and tracking service metrics.
• Ability to lead cross-functional technical teams and handle customer escalations.
• Experience with Jira, ServiceNow, Power BI or similar service and reporting tools.
• Strong analytical, reporting, problem-solving and stakeholder management skills.
• Experience delivering high-quality service to customers.
• Willingness to travel to customer sites locally and interstate.
• What sets you apart: a record of leading software service delivery in complex, time-critical environments.
• Highly regarded: experience in software service delivery for warehouse automation, supply chain software, WMS, WCS, WES or industrial automation.
• Advantageous: ITIL, PRINCE2, PMP, Agile or similar certifications.
• What sets you apart: confidence to manage escalations, difficult conversations and service outcomes, with a customer focus.
• What sets you apart: commercial awareness and understanding of service governance.
• What sets you apart: experience managing major incidents, risks and recovery plans with internal and external stakeholders.
• What sets you apart: a drive for continuous improvement and decisions based on data.

Conditions

You will report to the Senior Director - Lifecycle Solutions & Services APAC.

The role is based in Belrose, NSW or Notting Hill, VIC.

Salary is attractive and includes a bonus.

The company is an equal opportunity employer and promotes a workplace free from discrimination and harassment.

Benefits

• Career development and global opportunities.
• Competitive salary, with salary packaging and novated leasing available.
• Paid parental leave plus super: 12 weeks for the primary carer and 2 weeks for the secondary carer.
• Discounted access to gyms, pools and fitness facilities nationwide for you and your family.
• Exclusive corporate health cover through Medibank, with a 9% discount on plans.
• Corporate discounts on car rentals and IT products and accessories.
• Purchase leave.
• Study assistance.
• Social club.
• Employee referral programme.