Software Service Delivery Manager - Automated Warehousing/DC

About the role

Dematic, a global leader in intelligent automation and intralogistics solutions, is seeking a Software Service Delivery Manager to lead software support and managed services across its APAC customer base. Based in Belrose, NSW or Notting Hill, VIC, the role reports to the Senior Director - Lifecycle Solutions & Services APAC and acts as the main operational link between customers and internal delivery teams, overseeing service performance, customer relationships and continuous improvement.

Key responsibilities

• Manage software support and managed services across WCS, WES, WMS and warehouse 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
• Manage customer change requests from assessment through implementation
• Develop customer-facing dashboards, KPI reporting and service analytics
• Build trusted customer relationships and support the transition of projects into ongoing support and managed services

Required profile

• Experience in software service delivery, customer relationship management and operational leadership in a technology, automation or industrial environment
• Qualification in Computer Science, Engineering, Business, Supply Chain, Logistics or a related discipline
• Experience managing enterprise software support, managed services, IT operations or customer-facing service environments
• Ability to lead cross-functional technical teams and manage customer escalations
• Willingness to travel to customer sites locally and interstate
• Proven experience leading software service delivery in complex, time-critical environments is highly regarded

Required skills

• Strong understanding of ITIL principles and service management best practices
• Experience managing SLA-driven contracts and service performance metrics
• Experience with Jira, ServiceNow, Power BI or similar service management and reporting tools
• Analytical, reporting, problem-solving and stakeholder management skills
• ITIL, PRINCE2, PMP, Agile or similar certifications are advantageous

What we offer

• Fitness Passport with discounted access to gyms, pools and fitness facilities
• Health cover through Medibank with a 9% discount on corporate plans
• Competitive salary, salary packaging and novated leasing
• Corporate discounts on car rentals and IT products
• Paid parental leave and superannuation, purchase leave, study assistance and employee referral programme