Value Stream Manager

About the role

As a Value Stream Manager within IT-Services, you will be accountable for the end‑to‑end delivery, quality, and continuous improvement of IT services across a defined value stream. Based in Melbourne, this role partners closely with business stakeholders, technology leadership, and service providers to ensure consistent, high‑quality outcomes that support operational performance, customer experience, and strategic objectives.

Role summary – what you’ll be responsible for

• Owning the delivery, consistency, and quality of IT services within a defined value stream, ensuring positive experiences for business and customer stakeholders.
• Overseeing day‑to‑day IT operations for warehouse and transport sites, acting as the first point of escalation and maintaining strong on‑site stakeholder relationships.
• Driving service improvement by identifying risks, ensuring IT service management and process compliance, and using data‑driven insights to prioritise initiatives.
• Managing escalations across IT service delivery capabilities and coordinating effective resolution of complex, business‑impacting issues.
• Tracking, reporting, and communicating IT service performance, changes, and awareness programs, with a strong focus on KPIs and customer satisfaction.
• Collaborating with technology leaders, service partners, and vendors to influence decisions, advocate for service quality, and embed continuous improvement practices.

A day in the life of a Value Stream Manager

• Engage on‑site with warehouse and transport stakeholders to understand operational needs
• Coordinate IT service delivery and manage escalations across multiple providers
• Analyse service data to identify risks, trends, and improvement opportunities
• Communicate service performance, changes, and priorities to business leaders
• Partner with IT, security, architecture, and vendors to resolve issues
• Champion service quality and customer experience across the value stream

Qualifications

• Bachelor’s degree in Computer Science or a related discipline (Master’s preferred)
• IT service management certification (e.g. ITIL) preferred

Skills & experience

• Extensive experience in the Supply Chain or Logistics domain (Blue Yonder WMS highly regarded)
• 10+ years’ experience in IT service management, governance, and performance improvement
• Strong knowledge of ITSM principles, service delivery, and continuous improvement
• Experience across cloud platforms (AWS, Azure, GCP or OCI) and core infrastructure technologies
• Proven stakeholder engagement, escalation management, and communication skills
• Ability to manage competing priorities, budgets, and resources in complex environments