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KION Group

Software Service Delivery Manager – Automated Warehousing, DC

KION Group

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

Posted 10/8/2026full-timeBelrose • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing software support and services across warehouse automation platforms, with a strong focus on ITIL principles, service performance metrics, and customer relationship management. Proven ability to lead cross-functional teams and drive continuous improvement initiatives in complex environments.

Highest-signal resume keywords
ITIL PrinciplesService ManagementCustomer Relationship ManagementJiraServiceNow

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Software Support ManagementService Performance MetricsIncident ManagementProblem ManagementChange ManagementKPI ReportingData AnalysisService AnalyticsWarehouse AutomationSupply Chain Software
Soft Skills
Stakeholder ManagementAnalytical SkillsProblem-SolvingCustomer EngagementContinuous Improvement
Tools & Technologies
Power BIJiraServiceNow
Certifications & Qualifications
ITILPRINCE2PMPAgile
Industry Keywords
WCSWESWMSManaged ServicesEnterprise Software SupportService GovernanceLogisticsSupply Chain

Tech Stack

Tools & technologies
PMPServiceNow

About the role

Key responsibilities & impact
  • 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
  • Build trusted customer relationships while balancing customer and business outcomes
  • Support the transition of projects into ongoing support and managed services environments
  • Ensure successful operation of mission-critical warehouse automation systems
  • Act as the primary operational interface between customers and internal delivery teams
  • Oversee service performance, manage customer relationships, and drive continuous improvement initiatives

Requirements

What you’ll need
  • 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
  • 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
  • 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

Benefits

Comp & perks
  • Fitness Passport – Enjoy discounted access to gyms, pools, and fitness facilities nationwide for you and your family
  • Exclusive health cover via Medibank – 9% discount on corporate health plans
  • 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
  • Bonus
  • Innovative, collaborative team culture