National Service Operations Manager

Eaton Group; Australia; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Free on-site parking

Hybrid working

Bonus scheme

Job summary

Eaton is seeking a National Service Operations Manager to lead its Service business across Australia and New Zealand. You will drive operational excellence, accountability for P&L, and safety performance while scaling a high-performing service organization with cross-functional teams.

The role offers hybrid working arrangements, with emphasis on customer outcomes, growth, and continuous improvement across the service lifecycle.

Qualifications

• 10+ years leading service operations in electrical, mechanical or industrial settings.
• Strong knowledge of field service delivery including scheduling, dispatch and routing.
• WHS compliance and risk management expertise.
• Understanding of service contracts, SLAs, renewals, and aftermarket services.

Responsibilities

• Lead end-to-end service delivery across ANZ with safety, quality and customer outcomes.
• Oversee preventative maintenance, break-fix, commissioning and field projects.
• Oversee service coordination and scheduling to ensure efficient dispatch and execution.
• Improve planning, scheduling and routing to maximise resource utilisation and service levels.
• Own service P&L, drive revenue, cost and margin optimisation.

Skills

Leadership

Field service

Risk management

WHS knowledge

Continuous improvement

Contract management

Education

Engineering degree

Job description

Eaton is an intelligent power management company dedicated to improving the quality of life and protecting the environment for people everywhere. The Power Quality (PQ) division at Eaton Electrical provides power management solutions including uninterruptable power supplies (UPS’s), surge protective devices, power distribution units (PDU’s), remote monitoring, software, power factor correction, airflow management, rack enclosures and services. We strive for continued success in leveraging technical innovation to develop next-generation solutions.

Due to continued growth, we are seeking a National Service Operations Manager to lead Eaton Electrical’s Service business and drive operational excellence across the organisation. This critical leadership role will be responsible for enhancing customer satisfaction, workforce productivity, service growth, profitability, and safety performance.

The successful candidate will build and scale a high-performing service organisation that supports Eaton’s long‑term growth strategy across Australia and New Zealand. Acting as the single point of accountability for service execution and operational delivery, they will oversee performance across the entire service lifecycle while providing strategic and operational leadership to the Service Coordination, Internal Sales, Contract Administration, and Field Service Engineering teams.

Key Duties

• Lead end-to-end service delivery across ANZ, ensuring high performance against safety, quality, and customer outcomes
• Oversee execution of preventative maintenance, break‑fix, commissioning, and project-based field services
• Oversee service coordination and scheduling functions to ensure efficient dispatch and job execution
• Improve planning, scheduling, and routing processes to maximise resource utilisation and service levels
• Ensure effective communication between customers, field teams, and internal stakeholders
• Lead Inside Service Sales to drive service revenue, contract renewals, and attach rates
• Partner with Sales teams to identify growth opportunities and expand service offerings
• Ensure strong pipeline management, forecasting, and conversion performance
• Lead Field Service Supervisors and Engineers to optimise workforce productivity, utilisation, and capability
• Drive workforce planning in alignment with demand, ensuring effective coverage and response times
• Champion a safety‑first culture across all field operations
• Own service P&L performance, including revenue, cost, and margin optimisation
• Drive productivity improvements, cost control, and operational efficiency initiatives
• Lead service transformation initiatives, including process optimisation and digitisation
• Maintain technician licensing and certification compliance.

Qualifications

• Minimum of 10 years of experience in a service operation management or leadership role managing service operations, internal sales within an electrical, mechanical or industrial related industry.
• Strong knowledge of field service delivery models, including scheduling, dispatch, routing, and workforce optimisation.
• Strong knowledge of WHS requirements in field service and engineering environments and understanding of risk management and regulatory compliance obligations.
• Strong understanding of technical compliance, standards, and safety requirements in field operations.
• Strong understanding of service business models including contracts, SLAs, renewals, and aftermarket services.
• Familiarity with Lean, Six Sigma, or continuous improvement methodologies & understanding of productivity metrics, utilisation, and cost optimisation drivers.
• Tertiary or trade qualifications in a relevant field (Engineering, Electrical, Mechanical, Energy, etc).

What We Offer

• Free on‑site parking
• Hybrid working
• Competitive salary with access to bonus scheme
• Volunteer days
• Opportunity to work in a high growth and transformational environment
• Outstanding training and development programs for both professional and personal development

We are committed to ensuring equal employment opportunities for all job applicants and employees. Our recruitment processes encourage diversity by utilising a balanced selection criteria regardless of the applicants age, gender, gender identity, ethnicity, religion, sexual orientation, or any other status protected or required by law. Eaton prides itself in truly representing the people within our communities.