IT Service Delivery Manager

About 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.