Senior Service Delivery Manager - NSW

Nationwide Group; Sydney; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Flexible work environment

RACV discounts

Leadership programs and workshops

Job summary

Nationwide Group in NSW leads mobility and roadside solutions with a senior operations focus. We seek a Senior Service Delivery Manager to drive performance of Tow Truck Operators, contractor networks and resources from our NSW towing operations and Silverwater offices.

The role reports to the State Manager and emphasizes accountability, safety, and commercial outcomes while coordinating on-road drivers and partners to deliver reliable service.

Qualifications

• Proven leadership in complex, fast-paced operations.
• Experience managing a contractor workforce and performance.
• Strong focus on safety, compliance and quality outcomes.
• Ability to influence, build relationships and drive accountability.
• Data-driven approach to improving operational performance.

Responsibilities

• 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.

Skills

Leadership

Contractor Management

Stakeholder Management

Safety & Compliance

Operational Leadership

Education

Business, Management or 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'll 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.

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

The leader we're looking for - You're 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.

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check.