Software Service Delivery Manager – Automated Warehousing

About the role

Dematic, a global leader in intelligent automation and intralogistics, is seeking a Software Service Delivery Manager to lead software support and managed services for warehouse automation systems across the APAC region. Based in Belrose, NSW (or Notting Hill, VIC), you will act as the primary operational interface between customers and internal delivery teams.

Key responsibilities

• Manage software support and managed services across WCS, WES, WMS, and automation platforms.
• Lead customer service reviews, governance meetings and executive stakeholder engagements.
• Monitor service performance against SLAs, OLAs and contractual commitments.
• Coordinate cross‑functional teams to resolve incidents and maintain service availability.
• Drive ITIL‑based incident, problem, change and continual improvement processes.
• Develop customer‑facing dashboards, KPI reporting and service analytics.

Required profile

• Experience in software service delivery, customer relationship management and operational leadership within technology or automation environments.
• Qualification in Computer Science, Engineering, Business, Supply Chain, Logistics or related discipline.
• Strong understanding of ITIL principles and service management best practices.
• Ability to lead cross‑functional technical teams and manage customer escalations.
• Willingness to travel to customer sites locally and interstate.

Required skills

• WCS, WES, WMS platforms
• ITIL service management
• Jira
• ServiceNow
• Power BI

What we offer

• Competitive salary and bonus
• Fitness Passport for discounted gym access
• Exclusive health cover via Medibank with 9% discount
• Career development and global opportunities
• Corporate discounts on car rentals and IT products
• Paid parental leave and superannuation benefits
• Study assistance and employee referral programme