Service Lead

Airservices Australia; Gold Coast City; On-site; AUD 150,000 - 210,000; Full time

Job summary

Airservices Australia is seeking a Service Lead to oversee operational service delivery across the Gold Coast, Ballina and Coffs Harbour Towers. You will lead frontline teams, manage safety and performance, and maintain strong relationships with stakeholders to ensure safe, efficient and resilient aviation services.

The role is based on the Gold Coast with regular travel to Ballina and Coffs Harbour. You will shape team culture, strengthen capability and guide operational priorities while

Qualifications

• Extensive leadership experience in an operational environment.
• Proven ability to lead dispersed teams across locations.
• Strong focus on safety, risk and compliance.
• Excellent stakeholder management and communication skills.
• Financial acumen and resource management in operations.

Responsibilities

• Lead safe, compliant and effective operational service delivery across Gold Coast, Ballina and Coffs Harbour.
• Provide visible leadership to geographically dispersed teams.
• Build engaged, capable and high-performing teams.
• Set clear performance expectations and coach teams.
• Manage operational priorities and adapt to changing demands.
• Monitor safety, risk, compliance and performance metrics.
• Lead introduction of new systems, capabilities and projects while maintaining continuity of service.
• Build strong relationships with employees, peers, customers and stakeholders.
• Oversee WHS outcomes, hazard management and injury management.
• Maintain financial discipline across workforce, overtime and travel.

Skills

Leadership

People management

Safety compliance

Stakeholder engagement

Multi-site leadership

Budget management

Education

Tertiary qualifications in management or relevant field

Experience in regulated industries

Job description

Lead performance. Shape culture. Deliver across Gold Coast, Ballina and Coffs Harbour.

Permanent Full Time | Gold Coast preferred location

The Opportunity

Lead people, performance and service delivery across the Gold Coast, Ballina and Coffs Harbour Towers.

As a Service Lead, you’ll take ownership of operational service delivery across these three locations, leading frontline teams in an environment where safety, people and operational performance matter every day.

This is a broad, multi-site leadership opportunity with genuine accountability and influence. You’ll shape team culture, strengthen capability, manage operational priorities and help ensure Airservices continues to deliver safe, efficient and resilient services across Australia’s aviation network.

The Gold Coast is the preferred location for this role and will be the Service Lead’s primary base, reflecting where the role will predominantly operate. Regular travel to Ballina and Coffs Harbour will be required to maintain a visible leadership presence, strong team connection and consistent service delivery across all three locations.

We welcome applications from suitably qualified candidates who can demonstrate their ability to meet these location and travel requirements.

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and the provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset. Across metropolitan, regional and remote locations, our teams help keep Australia’s aviation industry safe every day of the year, connecting people with their world and supporting communities, trade, tourism and economic activity.

At Airservices, we foster a culture of trust, care, accountability and inclusion. We offer meaningful careers, opportunities to grow and the chance to make an impact within a unique and continually evolving aviation industry.

The Role and the Team

As the Service Lead for the Gold Coast, Ballina and Coffs Harbour Towers, you will be accountable for service delivery, people, work health and safety and cost across your designated area of operation.

You’ll lead frontline operational service delivery teams across multiple locations, creating the environment for people to perform at their best while ensuring safety, compliance and operational requirements remain at the centre of decision-making.

With significant autonomy, you’ll manage changing operational demands, emerging risks and workforce priorities while building strong relationships across Airservices. You’ll work with operational leaders and specialist teams across areas including Safety, People, Finance, Learning and Development and Business Support to achieve positive outcomes.

Based predominantly at the Gold Coast, you’ll travel regularly to Ballina and Coffs Harbour to provide visible leadership, maintain strong team connection and support consistent service delivery across all three locations.

Your responsibilities will include:

• Leading safe, compliant and effective operational service delivery across Gold Coast, Ballina and Coffs Harbour.
• Providing visible and consistent leadership to geographically dispersed teams.
• Building engaged, capable and high-performing teams.
• Setting clear performance expectations and providing coaching and mentoring to develop individual and team capability.
• Managing operational and tactical priorities and responding effectively to changing demands.
• Monitoring safety, risk, environmental and organisational compliance and addressing emerging issues.
• Supporting the introduction of new systems, capabilities, projects and organisational initiatives while maintaining continuity of service.
• Building strong relationships with employees, peers, customers and internal and external stakeholders.
• Leading WHS outcomes, including hazard management, psychosocial safety, attendance and injury management.
• Maintaining financial discipline across workforce, overtime, leave, travel and facility-related expenditure.
• Identifying opportunities to improve productivity, capability and operational performance across the three locations.
• Building consistent ways of working while recognising the individual operating environment and needs of each tower.

The position includes weekend escalation responsibilities as required. Weekend hours worked are recognised through Time Off in Lieu arrangements.

The Person

You are an experienced operational leader who can bring people together, make sound decisions and maintain focus in a complex, geographically dispersed and highly regulated environment.

You build trust through visible and authentic leadership and are equally comfortable supporting your people, addressing challenging issues and making decisions that balance safety, service, workforce and business requirements.

You understand that leading multiple locations requires adaptability, strong communication and a deliberate approach to maintaining team connection. You are comfortable being predominantly based at the Gold Coast while travelling regularly to Ballina and Coffs Harbour to maintain a consistent and meaningful leadership presence across all three locations.

The successful applicant will bring:

• Extensive leadership and management experience within an operational environment, ideally within aviation, transport, emergency services, infrastructure or another highly regulated industry.
• Strong people leadership capability with demonstrated experience engaging, coaching, motivating and developing teams.
• Experience leading teams across multiple locations or operating environments.
• Sound judgement and the confidence to make informed decisions in complex and changing operational environments.
• Demonstrated experience in safety, risk, compliance and operational performance management.
• Strong stakeholder engagement, communication and relationship management skills.
• The ability to manage competing priorities, high workloads and changing operational requirements.
• Strong written and verbal communication skills, including the ability to provide advice and briefings to senior leaders and engage effectively with customers and industry stakeholders.
• Commercial awareness and an understanding of financial and resource management within an operational environment.
• The capacity and willingness to be based predominantly at the Gold Coast and travel regularly to Ballina and Coffs Harbour.
• Tertiary qualifications in management, business or a technical field are highly desirable.

Why Join Airservices?

• Lead with purpose: Influence the safety, service and performance of operations that help keep Australia connected.
• Make a regional impact: Support teams delivering critical aviation services across three important locations.
• Shape a connected team culture: Build engagement, capability and consistency across geographically dispersed teams.
• Own the outcome: Take genuine accountability for people, operational delivery, WHS and financial performance within your area.
• Drive change and improvement: Contribute to new capabilities, projects and initiatives that strengthen how services are delivered.
• Broaden your influence: Work across operational and specialist teams and build relationships throughout Airservices and the aviation industry.
• Grow your leadership career: Broaden your multi-site operational and business leadership experience within a complex, safety-critical environment.
• Join a national organisation: Be part of a diverse workforce delivering essential aviation services across Australia.

Our Commitment to Inclusion

At Airservices Australia, we embrace diversity of thought, perspectives and experience because we know it strengthens our organisation and enhances decision-making.

We encourage applications from people with diverse backgrounds, experiences and perspectives, including Aboriginal and Torres Strait Islander peoples, people living with disability and people of all cultural backgrounds and gender identities.

We are committed to providing an inclusive and accessible recruitment process. If you require adjustments at any stage of the recruitment process, please let us know.