Software Service Delivery Manager - Automated Warehousing/DC

Dematic: we don't just offer jobs - we offer careers that move with you

WHAT WE OFFER

Fitness Passport - Enjoy discounted access to gyms, pools, and fitness facilities nationwide for you and your family, making it easier and more affordable to stay active

Exclusive health cover via Medibank - 9% discount on corporate health plans designed to fit every lifestyle, life stage, and budget

Progressive and innovative global company experiencing high growth

Career Development and Global Opportunities

Competitive salary, salary packaging and novated leasing available

Corporate discounts on car rentals and IT products/accessories

Paid Parental Leave + super: 12 weeks for primary carer/2 weeks secondary

Purchase Leave

Social Club

Study Assistance

Employee Referral Programme

Why Work for Dematic and what sets us apart?

Have you ever wondered how your online orders arrive at your doorstep so quickly and accurately? Behind the scenes, Dematic plays a vital role in making that happen. As a global leader in intelligent automation and intralogistics solutions, we design, build, implement, and support world-class automated systems for warehouses, distribution centres, and manufacturing facilities.

Partnering with some of the world's most innovative brands, we're transforming the future of supply chains through cutting-edge technology, engineering excellence, and a relentless focus on customer success.

With more than 12,000 employees globally and over 900 employees across Australia and New Zealand, Dematic offers the scale of a global organisation combined with the collaborative culture of a local team. You'll work alongside industry experts on industry-leading projects while being supported to develop your career, expand your skills, and make a genuine impact.

THE OPPORTUNITY

With a strong pipeline of customer projects and long-term service partnerships, Dematic is seeking a Software Service Delivery Manager to lead the delivery of software support and managed services across our APAC customer base. Based in Belrose, NSW or Notting Hill, VIC, this role offers the opportunity to work with industry-leading supply chain software and automation technologies.

Reporting to the Senior Director - Lifecycle Solutions & Services APAC, you will play a pivotal role in ensuring the successful operation of mission-critical warehouse automation systems. Acting as the primary operational interface between customers and internal delivery teams, you will oversee service performance, manage customer relationships, and drive continuous improvement initiatives that maximise system reliability and customer satisfaction.

This is an exciting opportunity for a service-focused technology leader who enjoys working at the intersection of software, operations, customer engagement, and supply chain automation.

WHAT YOU WILL BE WORKING ON

Manage software support and managed services across WCS, WES, WMS, and warehouse automation platforms

Lead customer service reviews, governance meetings, and executive stakeholder engagements

Monitor service performance against SLAs, OLAs, and contractual commitments

Coordinate cross-functional teams to resolve incidents and maintain service availability

Drive ITIL-based incident, problem, change, and continual improvement processes

Manage customer change requests from assessment through implementation.

Develop customer-facing dashboards, KPI reporting, and service analytics to provide meaningful operational insights

Build trusted customer relationships while balancing customer and business outcomes

Support the transition of projects into ongoing support and managed services environments

SETTING YOU UP FOR SUCCESS

You'll bring experience in software service delivery, customer relationship management, and operational leadership within a technology, automation, or industrial environment.

Qualification in Computer Science, Engineering, Business, Supply Chain, Logistics, or a related discipline

Experience managing enterprise software support, managed services, IT operations, or customer-facing service environments

Strong understanding of ITIL principles and service management best practices

Experience managing SLA-driven contracts and service performance metrics

Ability to lead cross-functional technical teams and manage customer escalations

Experience with Jira, ServiceNow, Power BI, or similar service management and reporting tools

Strong analytical, reporting, problem-solving, and stakeholder management skills

Experience delivering high-quality service within customer-facing environments

Willingness to travel to customer sites locally and interstate

WHAT SETS YOU APART

Proven experience leading software service delivery in complex and time critical environments.

Experience in software service delivery in warehouse automation, supply chain software, WMS, WCS, WES, or industrial automation highly regarded

ITIL, PRINCE2, PMP, Agile, or similar certifications advantageous

Customer-focused with the confidence to manage escalations, challenging conversations, and service outcomes

Strong commercial awareness and understanding of service governance

Experience managing major incidents, risks, and recovery plans with internal and external stakeholders.

Passion for continuous improvement and data-driven decision making

WHY BRING YOUR CAREER TO DEMATIC

Employee engagement is high at 80% in our recent employee survey

Average tenure is 8 years, with 12% internal promotions and transfers annually because we actively invest in developing our people

* A staggering 30% of all new hires are referrals, as our people know it's a great place to work and recommend it to others

HOW TO APPLY

If you're a customer-focused technology leader who thrives on delivering exceptional service outcomes and building strong customer partnerships, we'd love to hear from you. Please click on the 'Apply for this job' button and submit your resume. For more information visit: www.dematic.com

Dematic is committed to providing equal employment opportunity in all areas of employment including recruitment, selection, promotion, training etc. and in accordance with federal and state legislation, Dematic Pty Ltd (Dematic or the Company) promotes a workplace free from discrimination and harassment.