IT Vendor & Service Delivery Manager

Location: Hybrid working in Richmond, Sydney or Melbourne, Australia

Company

hirify.global operates a portfolio of retail, drinks and hospitality brands across Australia, including Dan Murphy’s, BWS, ALH Hotels and Pinnacle Drinks.

What you will do

• Govern the outsourced 24/7 IT Service Desk and L1.5 Monitoring & Alerting services.
• Manage vendor performance against KPIs, SLAs, contractual savings and efficiency targets.
• Oversee contract administration, invoice validation, service credits and financial incentives.
• Own Incident, Request, Knowledge and Major Incident Management processes and modernise service workflows.
• Partner with DevOps, Infrastructure, Application Support, Product teams and external service providers.
• Drive ServiceNow automation, reduce monitoring alert noise and participate in the 24/7 Major Incident Manager on-call roster.

Requirements

• 5+ years of experience managing large-scale offshore managed service providers in outcomes-based commercial arrangements.
• Hands-on experience with financial management, invoice validation, service credits, penalties and contract value realisation.
• ITIL 4 certification is required; ITIL Managing Professional is preferred.
• Strong understanding of service desk operations, enterprise monitoring, alerting frameworks and ServiceNow ITSM governance.
• Experience re-engineering IT processes, implementing automation, reducing operational noise and delivering cost-efficiency roadmaps.
• Calm incident leadership and strong cross-functional stakeholder management during critical outages.

Culture & Benefits

• Hybrid ways of working.
• Discounts across hirify.global brands, including Dan Murphy’s, BWS and ALH Hotels, plus Woolworths and BIG W discounts.
• Access to services supporting physical, mental and financial wellbeing.
• Learning and development opportunities to support professional and career growth.
• Inclusive workplace focused on flexibility, equal opportunity and collaboration.