Service Delivery Manager Corporate

Job Description

Add expected salary to your profile for insights Our growing IT team is seeking a dedicated professional passionate about delivering seamless service improvements and exceptional service. As a key member of our team, you’ll play a pivotal role in managing and improving core systems for our site support team and SMGB systems, ensuring consistency and efficiency across our digital head offices. Your expertise in stakeholder collaboration and technical coordination will drive innovation and align with our mission to provide “Better for Customers and Simpler for Stores.” Who We Are OTR Group comprises over 1000 retail, convenience, and quick service restaurants – including brands such as Reddy Express (formerly known as Coles Express), SmokeMart Giftbox, and in S.A, Krispy Kreme, Hungry Jacks, Oporto, Guzman and Gomez and many others. OTR Group is part of the Viva Energy Australia Group – an ASX-listed company helping Australians reach their destination by refining, importing, and distributing energy products while building a safe and sustainable energy future for all Australians. With Viva Energy Australia’s national footprint and OTR’s history of industry-leading innovation, there has never been a more exciting time to join the OTR Group as we set out to redefine the retail landscape in Australia. What we offer A collaborative work environment that supports creativity and innovation. Join a dynamic team at a renowned South Australian company, known for their innovation and outside-the-box thinking. Be a part of the journey, with countless opportunities as we rapidly expand into a nationwide retail powerhouse. Work in our newly renovated offices on The Parade, close to boutique shops and excellent cafes and restaurants. Work flexibly, with work from home and flexible working potential. Stay refreshed and alert with access to espresso coffee machines all day long (don’t worry, we’ll teach you how to use them too!). Access to exclusive staff benefits via our OTR App. Access to our free and confidential Employee Assistance Program (EAP). Your contributions Manage the entire head office and the integrated solutions, ensuring they are secure, scalable, and ready for people, processes, and technology. Create frameworks, processes, and metrics to improve efficiency and provide sustainable reporting. Ensure services meet standards, contracts, and client expectations. Build strong client relationships with SMGB and act as the main contact to drive satisfaction. Resolve issues quickly, communicating effectively with clients and teams. Lead problem-solving, manage changes, and ensure smooth adoption of new systems. Use metrics to monitor services, identify gaps, and improve. Implement improvement plans and foster a culture of growth. Build and use digital tools to showcase services and align with business needs. Respond to major incidents promptly and manage crises effectively (on-call rotation). Address and resolve high-priority customer issues and escalations. Translate business challenges into practical technical solutions. Share successful strategies across teams to build a center of excellence. What we are looking for Strong skills in creating and updating process documentation. Experience working in complex enterprise IT service delivery environments. Proven ability to manage third-party-provided services effectively. A pragmatic, flexible approach with strong negotiation skills to work across diverse teams. Knowledge and experience with Dynamics MPOS functional areas, ideally including ERP, Modern POS, Retail, and Finance. Excellent communication skills, with the ability to advocate effectively on behalf of customers. Familiarity with ITSM tools, including automation and orchestration (desirable). Ready to make a real impact and elevate your career? Join us in reshaping the IT landscape—apply now and be part of our transformative journey! #J-18808-Ljbffr