Sydney Metro Service Leader: Ops & Growth

Aristocrat Gaming; Sydney; On-site; AUD 180,000 - 260,000; Full time

Job summary

Aristocrat Gaming is seeking a Senior Service Manager to lead the Sydney Metro region's service operations, balancing customer engagement, financial accountability, and people leadership to deliver safe, efficient services.

You will oversee a Field Service Manager team, manage key executive client relationships, and drive continuous improvement across regions to optimize profitability and customer satisfaction.

Qualifications

• Senior management experience with proven team leadership.
• Strong financial acumen including budgets and cost optimization.
• Excellent customer relationship management skills.
• Data-driven decision making and analytical ability.
• Experience in workforce planning and resource optimization.
• Strong collaboration and cross-functional leadership.

Responsibilities

• Lead the regional service operations performance to meet customer commitments, SLAs, and targets.
• Direct leadership to the Field Service Manager team and set expectations for customer relationships, financials, and regional tasks.
• Coach, mentor, and manage Field Service Managers.
• Manage executive customer relationships and act as the primary senior contact for major partner issues.
• Conduct business reviews and plan upcoming activities with customers.
• Own region service contract performance and ensure SLAs are met.
• Identify opportunities to improve contract profitability through pricing, efficiency, and scope optimization.
• Partner with Sales to support retention, renewals, and new opportunities.
• Review regional financials including revenue, margin, and operating expenses.
• Lead workforce planning and resource optimization across teams.
• Promote cross-regional collaboration to improve utilization and responsiveness.
• Ensure implementation of service policies and standards; manage safety, compliance, and quality assurance.
• Analyze dashboards to identify risks and opportunities; support major deployments and product launches.
• Develop succession plans and grow leadership within Field Service Managers.
• Build strong cross-functional relationships with Service, Product, Sales, and Support teams.
• Champion continuous improvement to enhance efficiency, customer experience, and profitability.
• Represent Service in customer forums, leadership meetings, and strategic initiatives.

Skills

Senior management

Team leadership

Budget management

Customer relationships

Data analysis

Workforce planning

Cross-functional leadership

Continuous improvement

Safety & compliance

Communication

Job description

Aristocrat Gaming is seeking a Senior Service Manager to lead the Sydney Metro region's service operations, balancing customer engagement, financial accountability, and people leadership to deliver safe, efficient services.

You will oversee a Field Service Manager team, manage key executive client relationships, and drive continuous improvement across regions to optimize profitability and customer satisfaction.