IT Service Delivery Manager

About Toll Group

At Toll, we do more than just logistics - we move the businesses that move the world. Our 16,000 team members can help solve any logistics, transport, or supply chain challenge – big or small. We have been supporting our customers for more than 130 years. Today, we support more than 20,000 customers worldwide with 500 sites in 27 markets, and a forwarding network spanning 150 countries. We are proudly part of Japan Post — www.tollgroup.com

Benefits

• Parental Leave: Primary 14 weeks pay and secondary 2 weeks pay
• Flexible Working Arrangements: 3 days in office/2 days working from Home
• Salary Sacrificing and Novated lease
• Private healthcare cover, discounted car hire and other retail discounts

Why Join Us?

• Shape the future of Toll’s technology landscape, driving a multi-dimensional strategy that includes cloud and IT utility models.
• Work with cutting-edge technologies and industry experts to design and implement solutions that keep us ahead of the curve.
• Partner with business mentors and IT teams to deliver value-driven solutions, while mentoring and developing internal talent.

The Role

Join Our Team as IT Service Delivery Manager / Value Stream Manager!

Toll Group IT provides technology strategy, governance, delivery, and support across all of Toll Worldwide. The team ensures the organisation is equipped with the right technology foundations and business systems to drive growth and meet evolving customer needs.

Within this framework, the IT Services Delivery Manager / Value Stream Manager plays a critical role by aligning technology initiatives with business outcomes. By leading cross-functional teams, streamlining end-to-end IT operations, ensuring high‑quality service delivery, effective incident management, and ongoing service improvement across the assigned Value Stream. It acts as the primary escalation point for IT issues, partnering closely with business stakeholders, technology leaders, and specialist teams to maintain stable, secure platforms and drive alignment on changes, risks, and improvement initiatives. The position also manages budgets, supports complex technical problem‑solving, and ensures smooth transitions into BAU through thorough documentation and production readiness checks.

A day in the life of an IT Services Delivery Manager / Value Stream Manager at Toll Group:

• Own end‑to‑end IT operations and service delivery for assigned business groups and value streams, ensuring service quality, customer satisfaction, and continuous improvement.
• Lead and coordinate incident and escalation management, acting as the primary escalation point for P1/P2 incidents and value‑stream issues, ensuring timely resolution, communication, and post‑incident review.
• Proactively manage service risks, compliance, and performance, leveraging ITSM processes, data, and insights to identify improvement initiatives and report on IT services and changes.
• Build strong relationships with business stakeholders, regularly engaging with Warehouse and Transport sites, serving as the first point of escalation, and driving IT awareness and change adoption.
• Collaborate with technology leadership, service partners, and specialist teams (Cybersecurity, Infrastructure, Architecture, Networks) to ensure stable, secure platforms and influence effective delivery outcomes.
• Manage financials and technical excellence across IT services, including budget and TCO optimisation, complex troubleshooting and solution delivery, and ensuring smooth transition to BAU through robust production acceptance.

Qualifications

·Bachelor's Degree in computer science or a related field & discipline. A Masters degree will be well regarded.

• AWS, Azure, GCP or OCI certifications will be advantage
• Certification in IT Service Management (e.g., ITIL) is preferred.

Skills and Experience:

• Extensive IT service management expertise, with 10+ years’ experience in process governance, issue coordination, performance improvement, and delivering ITSM best practices.
• Strong domain experience in supply chain logistics, including hands‑on exposure to Warehouse Management Systems (WMS) and Transport Management Systems (TMS).
• Broad technical foundation across enterprise platforms, including Linux, Unix and Windows operating environments, networking, databases, integration platforms (e.g. webMethods, Workato, Boomi), and end‑user computing solutions such as M365 and SharePoint.
• Proven capability managing non‑functional requirements, SLAs, and service performance, leveraging structured service management frameworks and tools such as ServiceNow.
• Highly developed analytical, financial, and delivery skills, including budgeting, resource management, prioritisation, project delivery from conception to completion, and strategic planning.
• Excellent stakeholder engagement and communication skills, with the ability to collaborate across security, network, architecture, service management, and broader cross‑functional teams to drive governance, change, and continuous improvement.

Toll Group is proud to be a Women 4 Stem Corporate member - Toll Group – Women 4 STEM

What moves you?
 

At Toll, you can help play a vital role in delivering what matters. From food, fuel, medicine and rescue services, we keep businesses and communities thriving. Every day brings change. We see that as an opportunity. To be curious. To ask the right questions. And build meaningful connections. Because finding new ways to solve problems is what we do. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who give us the autonomy to quickly make decisions with impact. Learn and grow with industry-leading training, alongside talented experts. Feel empowered to take on diverse challenges and new responsibilities to move you, our customers, and our world further.

Are you excited about this role but are concerned you don’t meet all the requirements? If you have similar skills and are willing to learn then we encourage you to apply anyway. We know that some people hesitate to apply for jobs unless they meet every single qualification. At Toll, we value a diverse, inclusive and authentic workplace, so if you’re interested in this role but your past experience doesn’t align perfectly then please talk to us – you may be just the right candidate for this or other roles we have coming up.

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities. 

To find out more about us visit www.careers.tollgroup.com