National Service Operations Manager

Eaton HK; Sydney; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Free on-site parking

Bonus scheme

Training and development programmes

Transformational environment

Job summary

Eaton is seeking a National Service Operations Manager to lead the Service business and drive operational excellence across Australia and New Zealand. The role serves as the single point of accountability for service execution and operational delivery, overseeing Service Coordination, Internal Sales, Contract Administration and Field Service Engineering teams.

The successful candidate will build and scale a high-performing service organisation, align workforce planning with demand, and champion

Qualifications

• 10+ years in service operations leadership within electrical/mechanical/industrial sectors.
• Proven ability to lead cross-functional teams (Service Coordination, Internal Sales, Contract Administration, Field Service).
• Strong knowledge of field service models: scheduling, dispatch, routing, workforce optimization.
• Governing WHS, risk management and regulatory compliance obligations.
• Experience with service contracts, SLAs, renewals and aftermarket services.
• Lean, Six Sigma or continuous improvement methodologies.

Responsibilities

• Lead end-to-end service delivery across ANZ with focus on safety, quality and customer outcomes.
• Oversee preventative maintenance, break-fix, commissioning and project-based field services.
• Direct service coordination and scheduling to optimise dispatch and execution.
• Improve planning, routing, and resource utilization to meet service levels.
• Drive service revenue via Inside Service Sales and contract renewals.

Skills

Service leadership

Field service delivery

Scheduling & dispatch

WH&S compliance

Lean Six Sigma

Stakeholder management

Education

Engineering/technical qualification

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 maximize resource utilization 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 optimization
• 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 optimization.
• 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
• Competitive salary with access to bonus scheme
• 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.