We are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts and unique perspectives connected by a shared Purpose – ‘to create better experiences together for a better tomorrow.’ It’s that Purpose that fuels our ambition to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you’re excited to turn today’s blue sky thinking into a better tomorrow for future generations, you’ll find yourself supported and enriched in a dynamic, inclusive and empowering workplace that reflects the diverse communities we serve. With a culture of genuine care, a flexible approach to work and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
About the Role
As part of the W Digital 'Always On' operations, the Service Delivery Manager serves as the essential bridge between stakeholders, vendors, and IT to support Cartology—a leading Australian retail media business managing media across the Woolworths Group ecosystem. Designed with a dual focus, this position dynamically blends strategic service governance with hands-on technical execution. We are seeking a passionate retail enthusiast who thrives in a fast-paced, collaborative environment. You will proactively define, initiate, and manage operational technology delivery with a mindset centered on operational stability, continuous improvement, and exceeding stakeholder expectations.
What You'll Do
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Business Alignment: Act as the pivotal bridge between stakeholders, vendors, and IT to align operational technology delivery with Cartology’s strategic retail media goals.
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Relationship Management: Cultivate influential, customer-centric relationships with business stakeholders and vendor partners to drive a culture of unified collaboration.
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Incident Command: Provide expert 24/7 leadership and authoritative communication during critical incidents to safeguard business continuity.
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Risk Mitigation: Proactively identify and mitigate portfolio-level risks to maintain the long-term integrity of Digital Operations.
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Vendor Governance: Manage complex partner relationships through a formalized governance model, holding vendors accountable to industry benchmarks and SLAs.
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Commercial Performance: Ensure strict compliance, performance, and commercial alignment specifically related to the Cartology Online Retail Media platforms.
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Continuous Improvement: Deliver comprehensive monthly and quarterly performance reporting to drive a data-backed continuous improvement cycle.
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Technical Execution: Undertake hands-on specialist tasks, including diagnosing technical anomalies and executing operational workflows, to ensure overall ecosystem health.
What you’ll bring
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3+ years of experience as a Service Delivery Manager with a proven ability to balance structured service delivery governance (e.g., ITIL) with agile, hands-on technical support and execution.
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1-3 years of experience managing external service providers, with the ability to scope technology savings, drive partner process improvements, and hold vendors to strict benchmarks.
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Strong business acumen and a deep understanding of Online Retail Media technology, combined with a continuous drive to stay ahead of emerging tech trends.
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Demonstrated experience navigating complex retail or matrix environments, using advanced negotiation, influencing, and communication skills to drive business results.
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A highly collaborative style with a track record of seamlessly working alongside and assisting local teams, interstate teams, and external support partners.
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Strong analytical and innovative thinking skills used to resolve complex technical issues and proactively design a more productive environment for customers.
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A proven ability to optimize workflows and champion continuous improvement initiatives across both internal teams and external vendor ecosystems.
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A relevant degree qualification (or equivalent industry experience) backed by a strong track record of high-level relationship management.
What you’ll experience
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A commitment to flexibility through a hybrid working model which combines time spent at a support office or hub and time working from home, supporting both in-person connection and balancing the flexibility that remote working provides for our teams.
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High-impact role supporting our teams who enrich our communities.
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A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.
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A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.
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A progressive and competitive leave policy that gives you more space for what matters to you.
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Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.
