Client Services Manager

GPS Electrical Services; City of Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Competitive remuneration

Leadership role

Collaborative environment

Exposure to senior leadership

Job summary

GPS Electrical Services in Melbourne is seeking an experienced Client Services Manager to lead the commercial, operational and relationship performance of our embedded maintenance and client service portfolio.

In this role, you will lead the Service Coordinator and a team of electricians supporting key customer sites, ensuring high-quality service delivery and the safe, profitable performance of each contract.

Qualifications

• Proven experience in client services, account management, electrical service, maintenance or industrial field operations.
• Experience leading and developing service teams, including permanent and casual workforces.
• Strong commercial acumen with the ability to understand gross margin, labour costs, utilisation, contract performance and forecasting.
• Excellent relationship-building, communication and negotiation skills.
• Strong organisational and prioritisation capability in a fast-paced service environment.
• Knowledge of electrical trade qualifications, licensing and compliance requirements.
• Proficiency with CRM, workforce management, scheduling and financial reporting systems.

Responsibilities

• Build and maintain strong, trusted relationships with key customer stakeholders.
• Maintain regular site presence and proactive communication with customers.
• Develop a strong understanding of each customer’s operational objectives, challenges, upcoming works and resourcing requirements.
• Conduct regular account reviews and maintain documented growth plans for strategic customers.
• Monitor labour rates, overtime, allowances, roster requirements, utilisation and other commercial drivers that impact profitability
• Maintain accurate revenue, labour and margin forecasts and review actual performance against budget and forecast.
• Ensure workforce levels, skills and availability remain aligned to current contracts and forecast demand.
• Ensure customer requests are acknowledged, prioritised and actioned promptly.
• Maintain strong communication during breakdowns, resource shortages or operational disruptions.
• Identify upcoming projects, shutdowns, maintenance requirements and resourcing opportunities through regular customer engagement.
• Provide feedback on workforce trends, customer needs, commercial performance and emerging risks.
• Develop account growth plans for key customers and maintain an active pipeline of identified opportunities.
• Demonstrate visible leadership in health, safety, environment and quality performance.

Skills

Client services

Account management

Electrical service

Industrial operations

Leadership

Commercial acumen

CRM tools

Tools

CRM systems

Workforce management tools

Scheduling software

Financial reporting systems

Job description

GPS Electrical Services is a national leader in Electrical Installation, Maintenance, Engineering, and System Integration services. We support clients across manufacturing, utilities, chemical, food & beverage, pharmaceutical, and other process-driven industries, delivering technical excellence with a strong focus on safety and innovation. We deliver complete solutions that support our clients throughout the full lifecycle of their assets and projects.

For more than 30 years, our success has been built on strong values and high professional standards. We foster a culture of accountability, respect, integrity, and teamwork, where people support one another and take pride in delivering quality work.

As part of the Sentra Group, we operate as one team, collaborating seamlessly across disciplines to deliver complete solutions and long-term value.

About the Opportunity:

We are seeking an experienced Client Services Manager to lead the commercial, operational and relationship performance of our embedded maintenance and client service portfolio.

In this role, you will lead the Service Coordinator and a team of electricians supporting key customer sites, ensuring high-quality service delivery, strong customer relationships and the safe, profitable and sustainable performance of each contract. You will act as the key link between our customers, service teams and the broader business, ensuring the right people, capability and support are in place to meet customer requirements.

The role will also play an important part in retaining and growing existing accounts, identifying opportunities to expand our services and strengthening long-term customer partnerships.

Key Responsibilities:

• Build and maintain strong, trusted relationships with key customer stakeholders.
• Maintain regular site presence and proactive communication with customers.
• Develop a strong understanding of each customer’s operational objectives, challenges, upcoming works and resourcing requirements.
• Conduct regular account reviews and maintain documented growth plans for strategic customers.
• Monitor labour rates, overtime, allowances, roster requirements, utilisation and other commercial drivers that impact profitability
• Maintain accurate revenue, labour and margin forecasts and review actual performance against budget and forecast.
• Ensure workforce levels, skills and availability remain aligned to current contracts and forecast demand.
• Ensure customer requests are acknowledged, prioritised and actioned promptly.
• Maintain strong communication during breakdowns, resource shortages or operational disruptions.
• Identify upcoming projects, shutdowns, maintenance requirements and resourcing opportunities through regular customer engagement.
• Provide feedback on workforce trends, customer needs, commercial performance and emerging risks.
• Develop account growth plans for key customers and maintain an active pipeline of identified opportunities.
• Demonstrate visible leadership in health, safety, environment and quality performance.

What We’re Looking For:

• Proven experience in client services, account management, electrical service, maintenance or industrial field operations.
• Experience leading and developing service teams, including permanent and casual workforces.
• Strong commercial acumen with the ability to understand gross margin, labour costs, utilisation, contract performance and forecasting.
• Excellent relationship-building, communication and negotiation skills.
• Strong organisational and prioritisation capability in a fast-paced service environment.
• Knowledge of electrical trade qualifications, licensing and compliance requirements.
• Strong safety leadership and practical understanding of industrial customer environments.
• Proficiency with CRM, workforce management, scheduling and financial reporting systems.

What’s On Offer?

• Own and grow a strategically important customer service portfolio within a growing industrial services business.
• Lead and develop a skilled workforce supporting long-term customer partnerships.
• Work closely with senior leadership, Operations, People & Culture and the wider Sentra Group.
• Enjoy a commercially accountable, customer-facing leadership role with genuine influence over business growth and service performance.
• Competitive remuneration and a supportive team environment.