Operations & Account Manager – Plumbing

Servus Group; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Company vehicle

Job summary

Servus Group in Melbourne seeks an experienced plumbing professional stepping into Operations & Account Manager. You own the operational and account performance of a major contract while leading the Plumbing Supervisor and Administrator.

You are the primary client contact, balancing service delivery, commercial performance and contract compliance. You will spend ~80% on the major contract with at least three days on-site weekly, and you will develop people, manage risks, review quotes, and drive

Qualifications

• Strong plumbing background with leadership experience.
• Experience managing SLA-driven contracts.
• Excellent communication and stakeholder management.

Responsibilities

• Manage the overall client relationship and act as the primary Servus contact.
• Lead and develop the Plumbing Supervisor and Administrator.
• Maintain oversight of high-volume reactive and planned plumbing works.
• Monitor SLA performance, job progress and contract compliance.
• Review quotes and variations, and drive invoicing workflows.
• Monitor safety performance and subcontractor performance.
• Support workforce planning, recruitment and performance management.

Skills

Leadership

Client management

Plumbing knowledge

Contract management

Education

Plumbing registration

Tools

CRM software

MS Office

Job description

Servus Group is looking for an experienced plumbing professional to join our team as an Operations & Account Manager.

This is a key leadership role responsible for managing one of our major plumbing maintenance contracts, along with a smaller portfolio of client accounts.

We are looking for someone who understands plumbing because they have done it themselves, but who has progressed into leadership and is now equally comfortable managing people, clients, commercial performance and contract delivery.

The Role

Reporting directly to the General Manager, you will take ownership of the operational and account performance of a major Melbourne-based contract.

You will directly manage a Plumbing Supervisor and Administrator, with your role focused on providing leadership, accountability and oversight rather than managing every job yourself.

You will be the primary relationship owner for the client and need to maintain a strong understanding of what is happening across the contract at all times.

Your responsibilities will include:

• Managing the overall client relationship and acting as the primary Servus contact
• Leading and developing the Plumbing Supervisor and Administrator
• Maintaining oversight of high-volume reactive and planned plumbing works
• Monitoring SLA performance, job progress and contract compliance
• Managing client issues, escalations and performance meetings
• Reviewing financial and commercial performance of the contract
• Reviewing and approving quotes and variations
• Driving WIP and completed work through to invoicing
• Monitoring safety performance and ensuring issues are addressed
• Managing subcontractor and supplier performance
• Supporting workforce planning, recruitment and performance management
• Identifying operational risks before they become larger problems
• Driving continuous improvement across the contract
• Maintaining clear and regular communication with the General Manager
• Managing relationships across a smaller portfolio of additional Servus clients

This role will spend approximately 80% of its time focused on our major contract, with a minimum of three days per week expected on-site.

About You

We are looking for someone with a strong plumbing background who has developed into a capable leader and client manager.

You will ideally have:

• Plumbing registration as a minimum
• Significant hands-on plumbing experience
• Experience in reactive/service and maintenance plumbing
• Experience working with high-volume work orders and SLA-driven contracts
• Previous people-management experience
• Account management, operations management or business management experience
• Strong commercial understanding
• Excellent verbal and written communication skills
• Good computer and systems capability
• Strong attention to detail and follow-through
• Current driver's licence

You may already be working as an Operations Manager, Contract Manager or Account Manager.

Alternatively, you may be an experienced Plumbing Supervisor who has strong client-facing and commercial capability and is ready to step into a broader management position.

The Person We're Looking For

Technical knowledge is important, but how you operate is just as important to us.

You will be someone who:

• Builds strong and respectful client relationships
• Remains calm and collected when things become difficult
• Listens before reacting
• Takes ownership rather than looking for someone to blame
• Looks for solutions rather than reasons something cannot be done
• Can have difficult conversations respectfully
• Holds people accountable without micromanaging them
• Communicates issues early and clearly
• Can understand both the operational and commercial position of a contract
• Follows commitments through to completion
• Is comfortable challenging the team to continually improve

We want someone who can build trust with the client while maintaining high expectations internally.

When something goes wrong, we expect you to understand the issue, take ownership and find a way forward.

What We Offer

• Company vehicle
• Senior role reporting directly to the General Manager
• Significant ownership of a major client account
• Opportunity to influence how the operation performs and develops
• Support from an established operations, finance and administration team

For an experienced plumbing professional who enjoys leading people, building client relationships and taking ownership of an operation, this is an opportunity to move into a role with genuine responsibility and influence.