Head of Service Operations — Sydney Metro

GamblingCareers.com; Sydney; On-site; AUD 170,000 - 250,000; Full time

Job summary

Aristocrat is seeking a dynamic Senior Service Manager to lead the Sydney Metro region's service operations. This senior role balances customer engagement, financial accountability, and people leadership to drive balanced business performance in a world-class organization.

You will direct a Field Service Manager team, manage regional contracts and performance, and collaborate with Sales, Product, and Support to deliver on commitments, improve profitability, and elevate customer experience across

Qualifications

• Previous experience in a senior management role.
• Proven track record in leading and developing high-performing teams.
• Strong financial competence with experience managing budgets and costs.
• Outstanding customer relationship management skills.
• Ability to analyze data and drive performance.
• Experience in workforce planning and resource optimization.
• Strong cross-functional leadership and collaboration.
• Commitment to safety, regulatory adherence, and quality assurance.
• Excellent communication and interpersonal skills.

Responsibilities

• Lead the regional service operations to meet customer commitments and SLAs.
• Direct leadership of the Field Service Manager team with accountability for performance.
• Provide coaching and performance management for Field Service Managers.
• Manage executive customer relationships and major partner issues.
• Conduct regular business reviews and planning sessions.
• Own region service contract performance and SLA adherence.
• Identify opportunities to improve profitability through pricing and efficiency.
• Collaborate with Sales to support retention, renewals and new opportunities.
• Oversee regional financials including revenue and operating expenses.
• Plan workforce and optimize resources across teams.
• Promote cross-regional collaboration to improve utilization and responsiveness.
• Ensure safety, compliance, and quality initiatives.
• Analyze dashboards to identify risks and improvements.
• Support major deployments and product launches.
• Develop succession plans and leadership potential.
• Build cross-functional relationships across Service, Product, Sales, and Support.
• Champion continuous improvement to boost efficiency and customer experience.

Skills

Senior management experience

Team leadership

Financial management

Customer relationship management

Data analysis

Workforce planning

Cross-functional leadership

Continuous improvement

Safety compliance

Communication skills

Job description

Aristocrat is seeking a dynamic Senior Service Manager to lead the Sydney Metro region's service operations. This senior role balances customer engagement, financial accountability, and people leadership to drive balanced business performance in a world-class organization.

You will direct a Field Service Manager team, manage regional contracts and performance, and collaborate with Sales, Product, and Support to deliver on commitments, improve profitability, and elevate customer experience across