Senior Service Manager

Aristocrat Gaming; Sydney; On-site; AUD 170,000 - 210,000; Full time

Job summary

Aristocrat Gaming is seeking a Senior Service Manager to lead the Sydney Metro region's service operations, ensuring safe, efficient, and commercially successful delivery of services to customers. You will balance customer engagement, financial accountability, and people leadership to drive balanced business performance within a world-class organization.

You'll drive regional service contract performance, mentor Field Service Managers, manage executive relationships, and partner with Sales on

Qualifications

• Senior leadership experience guiding large service teams and regions.
• Proven track record in building high-performing teams and sustaining performance.
• Strong financial management, budgeting, and cost optimization abilities.
• Outstanding customer relationships and stakeholder engagement.
• Ability to analyze data and drive performance improvements.
• Experience with workforce planning and resource optimization.
• Cross-functional collaboration and strategic problem solving.
• Commitment to safety, regulatory adherence and quality standards.

Responsibilities

• Lead regional service operations to meet customer commitments and KPIs.
• Directly oversee Field Service Manager teams and regional outcomes.
• Coach and manage performance of Field Service Managers.
• Manage executive customer relationships and major partner issues.
• Conduct business reviews and plan upcoming activities with clients.
• Own contract performance and ensure service levels are achieved.
• Identify opportunities to improve profitability through pricing and efficiency.
• Partner with Sales on renewals and new opportunities.
• Review financials including revenue, margins, and operating costs.
• Lead workforce planning and regional resource optimization.
• Drive cross-regional collaboration to improve technician utilization.
• Ensure policies, procedures and standards are consistently applied.
• Oversee safety, compliance and quality assurance initiatives.
• Analyze performance data to identify risks and improvements.
• Support major deployments and strategic customer initiatives.
• Develop succession plans and leadership potential.
• Represent Service in customer forums and leadership meetings.

Skills

Senior leadership

Financial acumen

Customer relationship

Data-driven decisions

Workforce planning

Cross-functional leadership

Operational excellence

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.

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.