Service Manager

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

Benefits offered by this job

Discounts & cashback program

Wellbeing platform

Private health insurance rates

Inclusive working environment

Employee assistance program

Job summary

Crown is seeking a Senior Service Manager to lead Sydney service operations, overseeing 100+ employees across field service and workshop teams. You will own P&L, budgets and strategic plans, driving profitability and customer outcomes in a large-scale industrial service environment.

The role requires a proven track record in leading complex service operations, change management, and working within a unionised workforce.

Qualifications

• 5+ years in a Senior Leadership role in service/operations.
• Experience leading large teams in service, maintenance or industrial operations.
• Proven P&L responsibility and financial management.
• Experience with unionised workforces and industrial relations.

Responsibilities

• Lead and manage a large-scale service operation (100+ staff) across field service technicians and workshop teams.
• Provide leadership to multi-layer management structures (5 direct reports + 2nd tier leaders).
• Own P&L, budgeting, forecasting, cost control, labour recovery, and financial performance improvement.
• Drive a service business turnaround, improving profitability, utilisation, productivity, and operational efficiency.
• Lead change management and cultural transformation initiatives to build a high-performance, accountable workforce.
• Manage operations within a unionised workforce environment, including stakeholder engagement and performance alignment.
• Develop and implement service strategies, operational plans, and continuous improvement initiatives.
• Improve service delivery, customer satisfaction, SLA performance, and response times.
• Lead workforce planning, recruitment, retention, and leadership development.
• Ensure compliance with WHS, safety, risk, and regulatory requirements.
• Manage key customer relationships, escalations, and service recovery.
• Deliver data-driven reporting, KPI tracking, and operational insights to senior leadership.

Skills

Senior leadership

Large team leadership

Turnaround experience

P&L ownership

Unionised workforce

Industrial services

Change management

Stakeholder management

Safety & compliance

Job description

About the Role

An opportunity exists for a Senior Service Manager to lead our Sydney Service operations, overseeing a workforce of 100+ employees across field service and workshop environments. Reporting to the Branch Manager, this role holds full accountability for service operations, P&L performance, financial management, cultural transformation, and operational turnaround within a large-scale industrial service business.

This is a business-critical leadership role, requiring an experienced leader who can stabilise, transform, and deliver sustained improvements across safety, people, financial performance, and customer outcomes. With the Asia Pacific Head Office based in Sydney, this role offers a clear pathway into regional or executive leadership roles.

Requirements

Responsibilities & Duties

Lead and manage a large-scale service operation (100+ staff) across field service technicians and workshop teams Provide leadership to multi-layer management structures (5 direct reports + 2nd tier leaders) Take ownership of P&L, budgeting, forecasting, cost control, labour recovery, and financial performance improvement Drive a service business turnaround, improving profitability, utilisation, productivity, and operational efficiency Lead change management and cultural transformation initiatives to build a high-performance, accountable workforce Manage operations within a unionised workforce environment, including stakeholder engagement and performance alignment Develop and implement service strategies, operational plans, and continuous improvement initiatives Improve service delivery, customer satisfaction, SLA performance, and response times Lead workforce planning, recruitment, retention, and leadership development Ensure compliance with WHS, safety, risk, and regulatory requirements Manage key customer relationships, escalations, and service recovery Deliver data-driven reporting, KPI tracking, and operational insights to senior leadership

Skills & Experience

We are seeking a high-performing senior operations leader with experience in service delivery, industrial operations, or technical service environments. The ideal candidate will bring:

5+ years’ experience in a Service Manager, Operations Manager, or Senior Leadership role Proven success leading large teams in service, maintenance, or industrial operations Strong experience in turnaround, restructuring, or business transformation environments Demonstrated P&L responsibility, financial management, and commercial acumen Experience working within a unionised workforce or industrial relations environment Background in capital equipment, materials handling, heavy vehicle, mining, construction, or industrial services Strong capability in change management, performance improvement, and operational excellence Experience managing field service and workshop operations Ability to lead through complexity, ambiguity, and organisational change Excellent stakeholder management, communication, and leadership skills

Benefits

Why Join Us?

Lead a high-impact operational turnaround in a major branch Significant leadership scope with 100+ employees Opportunity to work closely with APAC leadership Clear pathway into regional or executive roles Ability to make a visible and lasting impact on business performance

What sets us apart?

Crown’s history began when two brothers founded the Company in New Bremen, Ohio (USA) in 1945. Today, the fourth generation of the very same family continues to lead Crown in all of its operations across the globe. Being a family-owned and run business is evidenced by more than 200 employees reaching service milestones in our 20, 25, 30, 35, 40, 45 and 50 year categories in Australia alone, with more than 2,000 employees reaching a 25 year service milestone globally.

As a Crown employee you get to enjoy:

• A benefits program which gives you access to discounts and cashback from over 400+ retailers nation wide.


• Access to a health and wellbeing platform which supports your Mental, Physical and Financial goals.


• Corporate Rates for Private Health Insurance.


• An inclusive working environment.


• An Employee Assistance Program for confidential counselling with chat, phone and face to face counselling options.

The Company

Crown Equipment is a well-respected global Materials Handling Equipment company which has enjoyed 50 years of success in the Australian market. The Company has operations in all Australian States and territories as well as many regional locations. The Company Brand is well known and respected in the marketplace and is supported by a customer value proposition based on highly skilled staff, quality products, strong service and parts back-up and leading-edge technology.