It Service 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

Group IT provides technology strategy, governance, delivery, and support for all of Toll.  The team enable Toll with the right technology foundations and business systems to grow the business and support our customer needs.  

Location:  Melbourne or Sydney

We are seeking an engaging and service orientated IT Service Manager to join our Global IT Services team, where you will play a key role in the successful delivery of IT services to our clients and sites, ensuring high-quality, reliable, responsive and proactive support, and continuous improvement.

As IT Service Manager you will be responsible for:

• Ownership of local Infrastructure and related services across respective sites.
• Foster strong client relationships with the business and sites, acting as the primary point of contact for site infrastructure service-related matters, and ensuring client satisfaction.
• Facilitation with the business, IT service providers and vendor partners for demands and service performance issues across respective sites.
• Proactive support and facilitation with IT Service Owners, Value Stream Managers, Portfolio Managers and IT Professionals for delivery of IT services and demands across respective sites.
• Oversight, governance and escalation point of IT service providers and vendor partners in delivery of IT services to respective sites.
• Govern and provide proactive support into resolution of major infrastructure incident and problem resolution across respective sites to minimise service disruptions and improve service quality.
• Facilitate and support the effective service transition and acceptance of enhanced or new site services into production.

To ensure your success in this role you will possess:

• A minimum of 7 + years of experience in service delivery, with a significant portion of that experience in a leadership role.
• Strong communication and interpersonal skills for client interactions, with ability to manage and motivate cross functional service delivery teams to achieve high performance and quality.
• Solid project management skills and experience in process optimisation.
• Good knowledge of infrastructure including but not limited to compute, storage, networking, data centres and cloud.
• Experience with end user services and technologies like O365, SharePoint, MFA, Mobility and Telecommunications, Video Conferencing, etc.
• Strong in governance and process management.
• Experience managing IT services within Logistics organisations advantageous.

Qualifications

• Bachelor's degree or post-graduate qualification IT, Computer Science, Business, or a related field, or relevant industry experience.
• Certification in IT service management (e.g., ITIL) is preferred.

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

You must be entitled to work in Australia and be prepared to undertake pre-employment checks including a criminal history check and medical.