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Service Operations Manager

Date: 13-Jan-2022

Location: Macquarie Park, AUSTRALIA

Company: Metcash

Metcash | Australia’s leading wholesale distribution and marketing company


About the Role

Monitor and co-ordinate BAU support operations of Metcash’s production and non-production environments, platforms, and applications. Work with various application, infrastructure, and project teams to monitor and improve the performance of support teams and vendor deliverables.


What you'll do:

  • Work with the Service Delivery Managers to implement and manage ongoing initiatives to ensure continuous improvement
  • Manage customer satisfaction by addressing operational performance issues
  • Manage service operations to ensure key performance indicators are achieved
  • Manage, improve, and automate operations in alignment with vendor support agreements
  • Work with key stakeholders to develop documentation, systems, and processes to streamline day-to-day operations – aligned with client and business outcomes
  • With the Service Delivery Managers, participate in IT major incident management process
  • Work with the End User Services Manager to produce management reports and vendor and client performance reports
  • Act as an escalation point for operational matters – liaising with stakeholders where appropriate


What you'll bring:

  • 3+ years leading client operations within ITIL aligned service delivery framework (Formal ITIL certification is advantageous)
  • Experience in managing contracts with service levels and responding to tenders and proposals
  • Commercial acumen – financial awareness, budgeting, and business planning knowledge
  • Ability to work independently to set outcomes and timeframes and deliver against key milestones
  • Ability to manage shifting priorities, with excellent organisational skills to self-prioritise and multi-task
  • Keen interest and ability to work collaboratively as part of a team


 What we can offer you?

  • A competitive remuneration package
  • Career opportunities 
  • Access to discounts and special offers through our market leading partners including health insurance and retail
  • An extra week of annual leave after your first year as part of our Fifth Week program, and the opportunity to purchase annual leave to help you recharge
  • Training and development
  • We’re BIG on flexible working


So, roll up your sleeves and bring your best self to work, and we’ll give you the support you need to develop a rewarding career and make your mark on the future of retail.


Make Your Mark!