Senior Service Manager

GamblingCareers.com; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Aristocrat is seeking a Senior Service Manager to lead the Sydney Metro region's service operations. You will balance customer engagement, financial accountability, and people leadership to drive balanced business performance within a world-class organization.

You will guide a Field Service Manager team, manage executive customer relationships, and own regional contract performance while driving profitability and operational excellence.

Qualifications

• Senior management experience
• Proven track record building high-performing teams
• Strong financial acumen with budgets and cost optimization
• Outstanding customer relationship management
• Data-driven decision making and performance analysis
• Experience in workforce planning and resource optimization
• Cross-functional leadership across Service, Product, Sales and Support
• Commitment to continuous improvement and operational excellence
• Experience in safety, regulatory adherence and quality assurance
• Excellent communication and interpersonal skills

Responsibilities

• Lead regional service operations and ensure service levels and targets are met
• Directly manage Field Service Manager team and align regional tasks
• Provide coaching, mentoring, and performance management
• Manage executive customer relationships as the key regional contact
• Conduct regular business reviews and plan upcoming activities
• Own regional service contract performance and SLAs
• Identify opportunities to improve profitability through pricing and efficiency
• Collaborate with Sales on renewals and new business
• Review regional financial performance including revenue and costs
• Lead workforce planning and improve technician utilization
• Foster cross-functional collaboration across Service, Product, Sales, and Support
• Champion continuous improvement and safety/compliance initiatives
• Represent Service in customer forums and leadership meetings

Skills

Leadership

Financial management

Customer relationships

Data analysis

Workforce planning

Cross-functional collaboration

Safety compliance

Continuous improvement

Communication

Strategic partnership with Sales

Job description

Aristocrat is seeking a dynamic and proven Senior Service Manager to lead our Sydney Metro region's service operations. This role is crucial to ensuring the safe, efficient, and commercially successful delivery of our services to customers. As the senior operational leader within the region, you'll balance customer engagement, financial accountability, and people leadership to drive balanced business performance. This position offers an outstanding opportunity to develop the future of our service operations and build high-performing teams within a world-class organization!

What You'll Do

• Lead the overall operational performance of the assigned region, ensuring all customer commitments, service levels, and operational targets are achieved.
• Provide direct leadership to an assigned Field Service Manager team, ensuring accountability for customer relationships, operational success, financial performance, and Field Service Manager direction while addressing broader regional tasks.
• Provide guidance, coaching, mentoring, and performance management for Field Service Managers.
• Manage executive customer relationships throughout the region and serve as the primary senior contact for major partner issues.
• Conduct regular customer business reviews, performance meetings, and sessions to plan upcoming activities.
• Own region service contract performance, ensuring contractual obligations and service level agreements are consistently achieved.
• Find opportunities to improve contract profitability through pricing, operational efficiency, and scope optimization.
• Partner with Sales to support customer retention, contract renewals, and new business opportunities.
• Review region's financial performance, including revenue, margin, overtime, labor utilization, leave, travel, and operating expenses.
• Lead workforce planning and resource optimization across Field Service Manager teams.
• Promote collaboration across regions to improve technician utilization and customer responsiveness.
• Ensure consistent implementation of service policies, procedures, and operating standards.
• Manage the region's safety, compliance, and quality assurance initiatives.
• Analyze operational dashboards and performance data to identify risks and improvement opportunities.
• Support major deployments, product launches, and strategic customer initiatives.
• Formulate succession plans and build leadership potential for Field Service Managers.
• Build strong cross-functional relationships across Service, Product, Sales, Digital Transformation, and Support functions.
• Champion continuous improvement initiatives that improve efficiency, customer experience, and profitability.
• Represent the Service business in customer forums, leadership meetings, and strategic business initiatives.

What We're Looking For

• Previous experience in a senior management role.
• Proven track record in leading and developing high-performing teams.
• Strong financial competence with experience managing budgets and optimizing operational costs.
• Outstanding customer relationship management skills.
• Ability to analyze data and make informed decisions to drive performance.
• Experience in workforce planning and resource optimization.Strong collaboration and cross-functional leadership skills.
• Dedication to continuous improvement and operational excellence.
• Experience in safety, regulatory adherence, and quality assurance.
• Excellent communication and interpersonal skills.

Тази длъжностна характеристика може да е била прегледана и подобрена с помощта на инструменти с изкуствен интелект с цел повишаване на нейната яснота, последователност и приобщаващ характер. Цялото окончателно съдържание, изискванията за длъжността и решенията за наемане остават предмет на преглед и одобрение от Aristocrat.

Философия на възнаграждението

Предлагаме цялостен пакет от възнаграждения и придобивки, създаден да остане конкурентен на пазара, да подкрепя вашето благосъстояние и да признава приноса ви към нашия успех. Нашият подход се основава на принципа за възнаграждение според представянето, като насърчава и възнаграждава индивидуалния принос. Конкретният ви пакет на възнаграждение ще бъде определен въз основа на фактори като умения, опит, квалификации и местоположение.

В зависимост от вашата роля и местоположение може да имате право на годишни бонуси и стимули, придобивки за здраве и благосъстояние, платен отпуск, пенсионни планове, застрахователно покритие и други местни или законово установени придобивки.

Конкретни подробности относно възнаграждението и придобивките за тази позиция ще бъдат обсъдени по време на процеса на подбор.