Senior Service Manager

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

Job summary

Aristocrat is seeking a dynamic Senior Service Manager to lead our Sydney Metro region's service operations. This role blends customer engagement, financial accountability, and people leadership to drive balanced business performance in a world-class organization.

You will guide a Field Service Manager team, manage executive customer relationships, and ensure service contracts meet SLAs and profitability targets. The role offers an opportunity to shape the future of service operations in Sydney.

Qualifications

• Senior leadership experience in service/operations management.
• Strong financial acumen and budgeting experience.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead the overall service operations for the Sydney Metro region, ensuring customer commitments, service levels, and targets are met.
• Direct leadership of the Field Service Manager team, maintaining accountability for relationships, financials and performance.
• Provide coaching, mentoring and performance management for Field Service Managers.
• Manage executive customer relationships and serve as the primary senior contact for major partner issues.
• Conduct regular business reviews, performance meetings and planning sessions with customers.
• Own region service contract performance and ensure adherence to SLAs and contractual obligations.
• Identify opportunities to improve contract profitability through pricing, efficiency, and scope optimization.
• Collaborate with Sales to support retention, renewals and new business opportunities.
• Review regional financials including revenue, margin, labor, travel, and operating expenses.
• Lead workforce planning and resource optimization across Field Service Manager teams.
• Promote cross-regional collaboration to improve technician utilization and customer responsiveness.
• Ensure consistent implementation of service policies, procedures and standards.
• Oversee region safety, compliance and quality assurance initiatives.
• Analyze dashboards to identify risks and opportunities and drive improvements.
• Support major deployments, product launches and strategic customer initiatives.
• Formulate succession plans and cultivate leadership potential for Field Service Managers.

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.
• 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.

What We’re Looking For:

If you are eager to step into an exciting and satisfying role where you can drive real progress, join Aristocrat and assist in elevating our Sydney Metro region to greater success!

This job description may have been reviewed and enhanced using AI-assisted tools to improve clarity, consistency, and inclusivity. All final content, role requirements and hiring decisions remain subject to human review and approval by Aristocrat.

Compensation Philosophy

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognise your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location.

Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits.

Specific details about compensation and benefits for this position will be discussed during the recruitment process.