" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eManager Service Management\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"14174\"\u003e IT \u0026amp; Telecomms \u003c/li\u003e \u003cli data-id=\"17826\"\u003e Management \u003c/li\u003e \u003cli data-id=\"14175\"\u003e Permanent / Full Time \u003c/li\u003e \u003cli data-id=\"14176\"\u003e Melbourne \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 29/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eSalary: $180,000 - $190,000 + Super\u003c/li\u003e \u003cli\u003eLocation: Northern Suburbs, Melbourne (Preston area)\u003c/li\u003e \u003cli\u003eWork Arrangement: 4-5 Days Onsite\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003e\u003cbr\u003eAbout the Business\u003c/strong\u003e \u003cbr\u003eJoin one of Australia\u0026rsquo;s largest, fastest-growing retail and distribution powerhouses. Operating across an expansive network of retail stores, distribution centres, and corporate facilities globally, our technology ecosystem powers seamless customer experiences and critical supply chain operations 24/7.\u003cbr\u003e\u003cbr\u003e \u003cstrong\u003eThe Opportunity\u003c/strong\u003e \u003cbr\u003eWe are seeking an experienced \u003cstrong\u003eManager \u0026ndash; Service Management\u003c/strong\u003e to lead, scale, and elevate our IT Service Management (ITSM) and Service Delivery functions. \u003cbr\u003eReporting directly to the Head of IT Operations, you will take end-to-end accountability for service performance, operational resilience, vendor management, and continuous improvement across all supported regions.\u003cbr\u003e In this high-impact, fast-paced environment, you will manage internal teams and key vendor partners to ensure pragmatic governance, high operational availability, and seamless service transition as the business expands.\u003cbr\u003e \u003cbr\u003e\u003cstrong\u003eKey Responsibilities\u003c/strong\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eStrategic Leadership \u0026amp; Operations:\u003c/strong\u003e Lead and develop a high-performing team (including Service Delivery Managers and ITSM specialists) while setting service performance expectations across retail, supply chain, and corporate environments.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eIncident \u0026amp; Escalation Management:\u003c/strong\u003e Accountable for Major Incident Management (MIM) governance, ensuring 24x7 operational resilience, clear incident coordination, and acting as a senior management escalation point.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eVendor \u0026amp; Commercial Management:\u003c/strong\u003e Drive contractual performance, SLAs, cost optimisation, and value-for-money with third-party Service Desk, Field Services, and managed service partners.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eITSM Process Ownership \u0026amp; Governance:\u003c/strong\u003e Continuously mature ITSM practices\u0026mdash;including Incident, Problem, Change, Request, Knowledge, and Service Transition\u0026mdash;applying pragmatic, fit-for-purpose governance aligned with risk and business impact.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eFinancial \u0026amp; Data Management:\u003c/strong\u003e Own the departmental operating budget, financial forecasts, and cost-control initiatives, while driving IT service data governance, reporting, and actionable analytics.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eContinuous Improvement \u0026amp; Delivery:\u003c/strong\u003e Sponsor and execute cross-functional service improvement projects to enhance operational readiness and scalable support for new store openings and site expansions.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eWhat We Are Looking For\u003c/strong\u003e \u003cul\u003e \u003cli\u003e\u003cstrong\u003eExperience:\u003c/strong\u003e 10+ years in IT Service Management or Service Delivery within complex, multi-site environments (Retail, Logistics, FMCG, or similar fast-paced 24/7 operations highly regarded).\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eLeadership:\u003c/strong\u003e Proven track record leading service management teams, direct reports, and matrixed field resources.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eIncident Management:\u003c/strong\u003e Strong hands-on background managing Major Incidents and establishing robust on-call/escalation structures.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eCommercial Acumen:\u003c/strong\u003e Demonstrated capability managing enterprise vendors, SLAs, contracts, and operational budgets.\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eITSM Expertise:\u003c/strong\u003e Deep knowledge of core ITSM domains and framework implementation (ITIL certification or experience with platforms like ServiceNow is desirable).\u003c/li\u003e \u003cli\u003e\u003cstrong\u003eMindset:\u003c/strong\u003e Calm under pressure, highly decisive, accountable, and adept at navigating ambiguity in a rapidly growing enterprise environmen\u003c/li\u003e \u003c/ul\u003e \u003cbr\u003e\u003cbr\u003e\u003cem\u003eRedwolf + Rosch invite and encourage applications from all backgrounds of gender, disability, culture,\u0026nbsp;\u003c/em\u003e\u003cem\u003eand race. If you are a person with a disability and require modifications to the recruitment process,\u0026nbsp;\u003c/em\u003e\u003cem\u003eplease contact the Recruitment Consultan\u003c/em\u003e\u003cem\u003et\u003cbr\u003e\u003cbr\u003e\u0026nbsp;\u0026nbsp;\u003cbr\u003eredwolfrosch.com.au\u003c/em\u003e \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"4482238\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "