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Help us deliver like never before  

We’re looking for a Service Engagement Manager to join our diverse, talented and innovative digital technology team who together are helping our customers and communities build a better future. Together, we design, build and maintain products, services and experiences that Australian's love and trust, while delivering a sustainable future for Australia Post, and you could be part of that.  

We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies. It's an unexpectedly dynamic and collaborative culture that feels more like a start-up than a 213-year old icon.  

What you’ll deliver with us 

As our Service Engagement Manager, you will be responsible for facilitating engagement with the IT business facing functions and/or service, process, and functional owners across IT to manage business expectations, demand for IT services and provide input into high level requirements and solution shaping. This role serves as the link between the organisation and technology by identifying business critical needs, prompting opportunities to then leverage the correct capability from across the IT function to deliver commercial outcomes to the business. 

Reporting directing into the General Manager Technology of Retail, Brand and Marketing, you will ensure that all stakeholders across the business unit and Australia Post are kept informed of new and upcoming changes. You are responsible for managing change, incident and problem management for the Technology Retail, Brand & Marketing team. This role leads the development of a Services Portfolio where there is direction surrounding the future services that we can scale to ensure the future effectiveness of Australia Post. 

You’ll also   

• Manage execution of the IT strategic response and systems migration plan against agreed key performance indicators.
• Provide through leadership to strategically utilise and invest in informational technology.
• Define and refine the Services portfolio including definition of the existing services portfolio E2E, understanding the target future state Services Business and delivering strategies to align services to the operating model and priorities.
• Accountable for the Operational IT services delivered to the business. 
• Maintain the business system lifecycle plan including information assets. 
• Provide regular updates to the business on technology incidents, technology health status and trends
• Work with strategic Vendors to ensure cost effective, well managed IT services for the business.

About you  

You will be a motivated self-starter who is able to develop effective working relationships with leaders across the business unit. Having that collaborative approach will help when capturing business leader expectations for the IT function, including an associated action plan for meeting the current expectations. You will have strong communication skills especially when formulating, articulating, and executing the IT strategic response to stakeholders. Having Service management experience supporting business applications is vital for this role.

You’ll also need   

• 10+ years’ experience in the IT industry. With 3+ years’ experience in IT leadership roles or experience leading matrix teams. 
• Demonstrated experience of having designed and implemented significant productivity and customer satisfaction improvements. 
• Strong understanding of critical services and how these services impact the business if they are present or absent in the business. 
• Background as a Vendor Manager, Service Manager or Operations Manager that has worked in large corporate organisations that have an array of IT services is advantageous. 
• Current and pragmatic technical knowledge of IT infrastructure, platforms, networks, and application architectures/platforms.
• Significant experience in coordinating specialist teams within an operational service delivery or shared services environment.
• Previous experience in development and implementation of an IT Service model.

How we’ll deliver for you  

• A great Australia Post culture and collaborative environment
• Industry leading discounts and benefits package
• Opportunities for career progression

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au