Senior Service Delivery Manager - NSW

Nationwide Group; Sydney; On-site; AUD 150,000 - 180,000; Full time

Benefits offered by this job

Flexible work environment

Discounts on RACV products andervices

Leadership programs and workshops

Workplace culture that celebrates achi

Job summary

Nationwide Group is seeking an experienced Senior Service Delivery Manager to lead NSW towing operations from our Silverwater offices and on-road with drivers. You will oversee Tow Truck Operators, contractor networks and resources to deliver safe, reliable, and efficient services while balancing customer and commercial outcomes.

You will drive performance, accountability and continuous improvement, building a high-performing team and strong contractor relationships across a fast-paced

Qualifications

• Strong people and operational leadership experience within a complex, fast-paced environment.
• Experience managing a contractor workforce.
• Track record building capable teams and driving performance and accountability.
• Strong commercial judgement and operational decision-making skills.
• Ability to influence, build relationships and navigate challenging conversations.
• Data-driven approach to improving operational performance.
• Experience in transport, logistics, roadside assistance or field services is highly regarded.
• Qualifications in Business, Management or Transport & Logistics are well regarded.

Responsibilities

• Lead operational performance to meet customer demand and service commitments.
• Build and strengthen a network of Tow Truck Operators and contractor partners.
• Set clear expectations and drive accountability across performance, behaviour, safety and compliance.
• Manage workforce, contractor and fleet capacity to meet operational demand.
• Use insights to improve productivity, efficiency and service delivery.
• Build relationships with customers, contractors and internal stakeholders.
• Lead continuous improvement and operational change initiatives.
• Champion a strong safety culture across operations.

Skills

People leadership

Contractor management

Operational leadership

Commercial judgement

Stakeholder management

Data-driven

Safety culture

Transport & logistics

Education

Business/Management

Transport & Logistics

Job description

At Nationwide Group, we're committed to delivering mobility and roadside assistance solutions that keep Australia moving. Our Service Delivery team is central to providing safe, reliable and efficient services while balancing customer, contractor and commercial outcomes.

As Nationwide Group continues to grow, we're looking for an experienced Senior Service Delivery Manager to take a key leadership role within our NSW towing operations.

Reporting to the State Manager, you'll lead the performance of our Tow Truck Operators, contractor network and operational resources, ensuring we deliver strong customer, safety, operational and commercial outcomes, based out of our new Silverwater offices whilst also working with our drivers on-road.

We're looking for an experienced operational leader who can lead others, drive accountability and build a high-performing contractor network.

What you'll do

• Lead operational performance to meet customer demand and service commitments.
• Build and strengthen a high-performing network of Tow Truck Operators and contractor partners.
• Set clear expectations and drive accountability across performance, behaviour, safety and compliance.
• Manage workforce, contractor and fleet capacity to meet operational demand.
• Use operational and commercial insights to improve productivity, efficiency and service delivery.
• Build strong relationships with customers, contractors and internal stakeholders.
• Lead continuous improvement and operational change initiatives.
• Champion a strong safety culture across operations.

About you

You will be an established operational leader who brings:

• Strong people and operational leadership experience within a complex, fast-paced environment.
• Demonstrated experience managing a contractor workforce.
• A track record of building capable teams and driving performance and accountability.
• Strong commercial judgement and operational decision-making skills.
• The ability to influence, build relationships and confidently navigate challenging conversations.
• A practical, data-driven approach to improving operational performance.
• Transport, logistics, automotive, roadside assistance or field services experience is highly regarded.
• Relevant qualifications in Business, Management or Transport & Logistics will also be well regarded.

The leader we are looking for - You are someone who can see the bigger picture while staying connected to the operation. You build strong relationships, make sound decisions and aren’t afraid to hold people accountable.

Most importantly, you know how to lead through others, develop capability and turn business priorities into results.

This reflects the senior leadership capabilities in the PD, particularly developing talent, influencing others, driving accountability, leading courageously, using effective judgement and translating strategy into measurable deliverables.

We offer a competitive salary package along with:

• A flexible work environment
• Discounts on RACV products and services
• Leadership programs and workshops
• A workplace culture that celebrates achievement

Ready to make an impact?

If you're an experienced operational leader who knows how to lead people, strengthen contractor partnerships and drive performance, we'd love to hear from you.

We believe in:

• Innovation - seek to create a better way.
• Accountability - own it, see it through.
• Care - challenge yourself and others to grow
• Teamwork - together, we achieve more

About Nationwide Group

Nationwide Group is the largest provider of emergency roadside assistance and specialist towing and transport solutions in Australia.

Operating in Victoria, NSW, ACT, Queensland, and Western Australia, Nationwide Group is an industry-leading and award-winning certified business with a workforce in excess of 700 representatives, including 400+ drivers operating 24 hours a day, 365 days a year.