Value Stream Manager
On-site · Melbourne, Victoria, Australia
Job Summary
Owns the delivery, consistency, and quality of IT services within a defined value stream, ensuring positive experiences for business and customer stakeholders. Oversees day-to-day IT operations for warehouse and transport sites, acting as the first point of escalation and maintaining strong on-site stakeholder relationships. Drives service improvement by identifying risks, ensuring IT service management and process compliance, and using data-driven insights to prioritise initiatives. Manages 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.
Required Qualifications
- Bachelor’s degree in Computer Science or a related discipline (Master’s preferred)
- IT service management certification (e.g. ITIL) preferred
- 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
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