Senior Service Manager

Aristocrat; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

Aristocrat is seeking a dynamic 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 be the senior operational leader in the region, balancing customer engagement, financial accountability, and people leadership to drive balanced business performance.

You will oversee Field Service Manager teams, manage regional contracts and profitability, and partner with Sales on retention

Qualifications

• Proven track record in a senior management role.
• Experience in leading high-performing teams.
• Strong financial competence with budgets and optimizing costs.
• 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.

Responsibilities

• Lead the overall operational performance of the assigned region, ensuring customer commitments and targets are achieved.
• Provide direct leadership to a Field Service Manager team and broader regional tasks.
• Provide guidance, coaching, mentoring, and performance management for Field Service Managers.
• Manage executive customer relationships and serve as senior contact for major partner issues.
• Conduct regular customer business reviews and upcoming activity planning sessions.
• Own region service contract performance and ensure SLAs are met.
• Identify opportunities to improve contract profitability through pricing and efficiency.
• Partner with Sales to support retention, renewals, and new opportunities.
• Review region's financial performance including revenue, margin, and expenses.
• Lead workforce planning and resource optimization across Field Service Manager teams.
• Promote cross-regional collaboration to improve technician utilization and responsiveness.
• Ensure consistent implementation of service policies and standards.
• Manage the region's safety, compliance, and quality assurance initiatives.
• Analyze dashboards and data to identify risks and opportunities.
• Support major deployments, product launches, and strategic initiatives.
• Formulate succession plans and build leadership potential for managers.
• Build strong cross-functional relationships across Service, Product, Sales, and Support functions.
• Champion continuous improvement initiatives to enhance efficiency, customer experience, and profitability.
• Represent Service in customer forums and leadership meetings.

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.
• 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!