Digital Service Delivery Manager

At Wesfarmers Health we strive to make health, beauty and wellness experiences simpler, more affordable and easier to access for all Australians.

Our portfolio includes well-known names like Priceline, as well as our MediAesthetics brands - Clear Skincare Clinics and SILK Laser Clinics. In the digital space, we’re proud to have SISU Health and InstantScripts—and most recently, we’ve launched our newest retail beauty stores, atomica.

About us:

What began in 1910 as a small co-operative of just three pharmacies has grown into Wesfarmers Health—a leading Australian organisation in health, beauty, and wellness.

Today, Wesfarmers Health proudly employs over 3,600 team members, all committed to delivering accessible, innovative, and trusted health and beauty services to Australians nationwide, across retail, medi-aesthetics, digital health, and wholesale and supply chain operations.

What you’ll do:

We are looking for a proactive Digital Service Delivery Manager - Marketing, eCommerce and Loyalty Platforms to join our Technology team. Reporting to the Head of Technology - Marketing, eCommerce and Loyalty, you will lead the delivery and performance of critical customer-facing platforms across web, app, CRM, campaign and loyalty services.

Working closely with internal teams and vendor partners, you will be responsible for ensuring reliable, secure and customer-focused technology operations while driving continuous improvement across service delivery, platform performance and operational excellence.

This is an exciting opportunity to play a key role in the ongoing success and evolution of Wesfarmers Health's digital and customer engagement platforms.

Key responsibilities include:

• Leading day-to-day service delivery across marketing, eCommerce, web, app, CRM, campaign and loyalty platforms

• Driving platform stability, service performance, operational governance and continuous improvement initiatives

• Managing major incidents, problem resolution and change activities to ensure seamless customer and business outcomes

• Partnering with engineering, QA, cyber security, data, service desk and vendor teams to resolve complex operational challenges

• Leading and developing internal service delivery teams while managing vendor performance and service outcomes

• Identifying opportunities to improve monitoring, automation, operational processes and overall service maturity

• Partnering with technology teams to integrate security controls into applications, infrastructure and platforms

• Monitoring emerging cyber threats and recommending enhancements to strengthen our security posture

What you’ll bring:

• 7+ years' experience in technology service delivery, application support, IT operations, platform operations or digital technology environments

• Experience leading internal teams and third-party vendor partners to deliver operational support and service outcomes

• Experience supporting marketing technology, eCommerce, digital, web, mobile app, CRM, loyalty, retail or other customer-facing technology platforms

• Strong understanding of IT service management practices including incident, problem, change, release, service transition, knowledge and continual improvement

• Demonstrated ability to manage major incidents, coordinate technical teams, communicate clearly under pressure and drive post-incident corrective actions

• Experience with operational tools such as ServiceNow, JIRA, Confluence, monitoring, alerting, analytics and reporting platforms

• ITIL, IT Service Management, SIAM, COBIT or equivalent service management certification highly desirable

• Agile, DevOps, project delivery or vendor management training desirable

• Bachelor's degree in technology, Business, Commerce, Information Systems or a related discipline preferred but not essential

Why us?

• Access to employee benefits across Wesfarmers including team member discounts at Bunnings, Kmart, Target, Officeworks, OnePass, Priceline, atomica and Clear Skincare Clinics

• Ongoing professional development and career opportunities across the Wesfarmers Health Division and the broader Wesfarmers Group

• Novated leasing options

• Access to our Employee Assistance Program (EAP) - available to all team members and their immediate family members, 24/7, 365 days a year

• Beautiful outdoor terrace for work and recreation

• Food, coffee and health & wellbeing facilities onsite including a landlord operated gym

• Dedicated end of trip facilities (cycle racks, showers, lockers)

Aboriginal and Torres Strait Islander Applicants

Wesfarmers Health aims to become an employer of choice for First Nations Australians, through investments that attract, empower and retain First Nations team members within our stores, distribution centres, clinics and corporate offices.

As part of the Wesfarmers group, we provide authentic support through a diverse range of programs and initiatives, designed to empower you on your journey towards personal achievement and professional advancement.