Service Lead

Airservices Australia; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Airservices Australia in Sydney is seeking a Service Lead to own service delivery in your area, guiding frontline teams to perform safely and efficiently in a highly regulated aviation environment. You will shape team culture, drive capability, set performance expectations and partner with stakeholders across Safety, People, Finance and Learning to deliver resilient services.

This permanent, full-time role offers autonomy, accountability and the opportunity to influence outcomes across

Qualifications

• Extensive leadership and management experience in operational environments, ideally within aviation or a highly regulated industry.
• Strong people leadership with experience coaching, motivating and developing teams.
• Sound judgement and the ability to make informed decisions in complex, changing contexts.
• Demonstrated experience in safety, risk, compliance and operational performance management.
• Strong stakeholder engagement, communication and relationship management skills.

Responsibilities

• Lead frontline operational service delivery across your designated area.
• Build engaged, capable and high-performing teams.
• Set clear performance expectations and provide coaching to develop capability.
• Manage operational and tactical priorities and respond to changing demands.
• Monitor safety, risk, environmental and organisational compliance and address issues.
• Support introduction of new systems, capabilities, projects and initiatives while maintaining continuity of service.
• Build strong relationships with employees, peers, customers and external stakeholders.
• Lead WHS outcomes, including hazard management and injury management.
• Maintain financial discipline across workforce, overtime, leave and facility-related expenditure.
• Identify opportunities to improve productivity, capability and operational performance.
• Weekend escalation responsibilities as required.

Skills

People leadership

Stakeholder engagement

Communication skills

Decision making

Safety & compliance understanding

Education

Tertiary qualifications in management or related field

Job description

Lead performance. Shape culture. Deliver where it matters.

Permanent Full Time | Sydney

The Opportunity

Lead people, performance and service delivery within one of Australia’s most important aviation environments.

As a Service Lead, you’ll take ownership of operational service delivery within your designated area, leading frontline teams in an environment where safety, people and operational performance matter every day.

This is a broad 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 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 & The Team

As a Service Lead, 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, 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 & Development and Business Support to achieve positive outcomes.

Your responsibilities will include:

• Leading safe, compliant and effective operational service delivery.
• 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 and facility-related expenditure.
• Identifying opportunities to improve productivity, capability and operational performance.

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

The Person

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

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.
• 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.
• 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 meaningful impact – shape team culture, capability and performance while supporting a critical national aviation service.
• 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 the way services are delivered.
• Broaden your influence – work across operational and specialist teams and build relationships with stakeholders across the organisation and aviation industry.
• Grow your leadership career – broaden your 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.