Woolworths

Service Delivery Manager W Digital

• Full time, permanent position 
• Rostered role - on call to support outside hours issues  
• Hybrid role - Sydney based (Surry Hills Office) and 2 days WFH 

We are Woolworths Group

We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

What you’ll do

• Identify and manage portfolio-level risks while providing 24/7 leadership and clear communication during critical incidents to protect business operations.
• Manage and cultivate key relationships with business stakeholders and vendor partners, facilitating collaboration to achieve shared strategic goals.
• Measures service levels against industry benchmarks and drives a continuous improvement cycle with partners to exceed measurable customer satisfaction targets.
• Manages partner and vendor relationships in line with a defined governance model to ensure performance, compliance, and strategic alignment.
• Implement robust governance and deliver insightful monthly and quarterly reports on performance, contracts, and commercials to inform stakeholder decisions.
• Represent digital operations within the business, ensuring services are aligned with the evolving customer landscape.

What you’ll bring

• Previous experience in modern IT Service Operations role, 3+ years of dedicated experience as a Service Delivery Manager, Operational Delivery Manager or equivalent, successfully leading initiatives and delivering outcomes.
• A strong track record in managing external service providers, demonstrated through 3+ years of relevant experience in partner, commercial, and account management.
• Excellent verbal and written communication skills, complemented by advanced negotiation and conflict management abilities to manage complex relationships and achieve desired outcomes.
• Solid understanding of leading technologies, including Cloud, SaaS, and Security Services, with experience in retail and/or matrix environments.
• Demonstrated success in leading teams and delivering results within dynamic retail and/or matrix business structures.

What you’ll experience

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network
• A progressive and flexible ‘work from anywhere' policy that gives you the opportunity to harmonise work, life and your wellbeing
• Parental Leave provisions and various leave types, including but not limited to Study Leave and Sports Representation Leave

Applications close - Sunday the 27th of July

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.