{"id":1124497,"url":"https://alion.io/job/endeavour-group-it-vendor-service-delivery-manager","title":"IT Vendor & Service Delivery Manager","company":{"id":672836,"name":"Endeavour Group","domain":"endeavourgroupcareers.com.au","url":"https://alion.io/company/endeavourgroupcareers","size_band":"5000+","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":30,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Richmond, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":87000,"max_usd":200000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":363},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-22T08:41:27Z","employer_posted_date":"2026-09-22","last_verified_at":"2026-09-22T20:39:25Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Let’s create a more sociable future together\nAt Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!\n IT Vendor & Service Delivery Manager\nAs the Manager - IT Vendor & Service Delivery, you will lead the strategic governance, operational oversight, and commercial integrity of Endeavour Group’s outsourced 24/7 IT Service Desk and L1.5 Monitoring & Alerting functions. Managing a key strategic vendor partner. You will oversee operational delivery through transition and hypercare phases while driving vendor accountability to achieve contractually committed cost savings, efficiency targets, and process uplifts. Serving as a crucial conduit between internal technology teams and external partners, you will drive process transformations, safeguard service quality, and contribute to our 24/7 Major Incident Management (MIM) on-call rotation to ensure operational resiliency.\nLove what you do and leave your mark\nFlexible Working Model: Hybrid Ways of Working - Sydney or Melbourne Location.\nStrategic Value Realisation: Oversee a high-profile outcomes-based contract and shape major IT service transformations over a 5-year lifecycle.\nBroad Operational Impact: Bridge internal technology teams with managed service partners to uplift enterprise service quality and frontline support.\nSounds good? Read on.\nHere is a taster of what you can expect in this role:\nCommercial & Financial Oversight: Oversee contract administration, invoice validation, SLA performance tracking, and the calculation of service credits or financial incentives.\nManaged Services Governance: Drive operational oversight across the 24/7 Service Desk and L1.5 Monitoring & Alerting teams, holding the vendor accountable to agreed KPIs.\nService Management Ownership: Act as the internal governing authority for Incident, Request, and Knowledge Management processes, modernising workflows and driving shift-left practices.\nCross-Functional Enablement: Serve as the primary liaison bridging external vendor delivery with internal DevOps, Infrastructure, Application Support, and Product teams.\nContinuous Service Uplift: Champion automation through ServiceNow, minimise monitoring alert noise, and maintain executive visibility into performance trends and value realisation.\n Major Incident Support: Actively participate in the 24/7 after-hours Major Incident Manager (MIM) on-call roster, acting as a critical escalation link during critical outages.\n Now let’s talk about you:\n Offshore Vendor Management: Bring 5+ years of experience managing large-scale, offshore managed service providers (MSPs) within outcomes-based commercial arrangements.\nCommercial Acumen: Possess hands-on experience in financial management, invoice validation, tracking service credits/penalties, and driving contract value realisation.\n ITIL 4 Expertise: Hold ITIL v4 certification (Foundations required, Managing Professional preferred) with deep knowledge across Incident, Request, Knowledge, and Major Incident frameworks.\nService Desk Insight: Demonstrate a sound technical understanding of frontline service desk operations, enterprise monitoring, alerting frameworks, and ServiceNow ITSM platform governance.\nWorkflow Optimisation Skills: Show a strong ability to re-engineer IT processes, drive automation strategies, reduce noise, and execute cost-efficiency roadmaps.\nResilient Incident Leadership: Maintain a calm, authoritative presence during critical service outages and demonstrate strong cross-functional stakeholder management.\nThe benefits are good too!\nWe offer hybrid ways of working\nAn exclusive discount card for our ALH Hotels pubs & accommodation, BWS, Dan Murphy’s and other Endeavour Group brands. Through our partnership with Woolworths, you'll also enjoy discounts at Woolies supermarkets and BIG W \nAs a valued member of the team, your health and wellbeing is our top priority. You will have access to a range of free services to help you live well and support your physical, mental and financial wellbeing\nEndeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big\nFind out more about our range of benefits and discounts here\nAt Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.\n We are together creators\nWith a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.\nWe’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.\nYou can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au.\nOur Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.\n#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup","description_format":"text","description_chars":5747,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-09-22T20:39:25Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:9","velocity","win:early"],"computed_at":"2026-09-23T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/endeavour-group-it-vendor-service-delivery-manager","json_url":"https://alion.io/job/endeavour-group-it-vendor-service-delivery-manager.json","meta":{"generated_at":"2026-09-23T15:30:34Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}