Service and Support Engineering Operations Lead

Service and Support Engineering Operations LeadService and Support Engineering Operations Lead

Direct message the job poster from Creature Technology Co.

People and Culture Leader | Fostering Thriving Cultures | Empowering Visionary Leadership

Job Summary:

We're looking for a Service & Support Engineering Operations Lead to join our team. This newly created role, is perfect for an experienced mechanical or electrical service engineer/technician who wants to step up into an operations role – shaping how we deliver, maintain, and improve our service offering.

You'll draw on your hands on engineering background in manufacturing, engineering services, or other technical environment to design smarter workflows, implement robust systems, and make our operations more efficient and scalable. Working closely with our Service & Support Manager, you'll use your technical know-how and customer insight to improve service delivery, performance tracking and client experience.

A little about the role...

You'll be building the operational backbone of our Service & Support function - from workflows and resource planning tools to performance dashboards and scalable client onboarding systems. The aim? To improve efficiency, ensure service excellence, and support business growth.

This is a highly cross-functional role. You'll work closely with client-facing team members, technical teams, and leadership to align operations with commercial strategy. You'll also manage service budgets, analyse contract performance, support proposals and pricing, and help track and report on our client commitments.

What we're looking for...

• Bachelor's degree in Engineering (Mechanical, Electrical, or Mechatronics), or a related field
• Background as a Service Technician, Maintenance Engineer, Field Service Engineer, or similar-hands on engineering role.
• 5+ years' experience in service operations, business process optimisation, or technical service delivery
• Experience in manufacturing, engineering services, or other complex engineeringenvironments
• Proven ability to lead process improvements, implement systems, and support scalable operations
• Comfortable working with data—able to build reports, analyse performance, and draw insights
• Commercially minded, with experience supporting proposals, pricing, budgeting, and contract delivery
• Strong systems thinker and problem-solver who enjoys making complex things work better
• Collaborative, inclusive, and able to communicate effectively with a range of stakeholders
• High emotional intelligence and a people-first approach to building trust and momentum
• Self-motivated, adaptable, and comfortable working in a fast-moving, evolving environment

What you'll be doing...

• Designing and improving service delivery systems, workflows, and SOPs for engineering teams
• Implementing scheduling, planning, and performance tracking tools
• Developing dashboards, reports, and insights that inform better decisions
• Monitoring KPIs and contract performance against SLAs
• Supporting pricing, proposals, and commercial modelling
• Tracking budgets and profitability for different clients and services
• Leading client onboarding and feedback processes
• Facilitating service review meetings with clients and internal stakeholders
• Identifying process bottlenecks and leading improvement projects
• Creating scalable systems that grow with the business

Why CTC?

CTC are award-winning global leaders in creating awe-inspiring creatures that captivate the imagination of visitors at some of the world's most exciting visitor attractions, including Universal Parks in Orlando and Beijing, as well as ground-breaking theatre productions. We are an all-in-one manufacturing, software-design, puppet-making, engineering, artist's studio, and entertainment creation company.

Every day, you'll come to work to turn out mission of inspiring awe into reality. You'll collaborate with the industry's top designers, engineers, technicians, and artisans who work collaboratively to bring a creature to life for global audiences.

What we offer:

Our team does their best work, so we strive to do the best by them. Here's a look at our culture and benefits:

• A friendly, human work environment, culture of creatively minded, hardworking people who are passionate about CTC and being part of its growth and success.
• Have opportunities to continually learn, grow and develop your skills.
• Work alongside and draw on the support of a widely experienced team, pushing the boundaries of what's possible in your craft, while setting a new benchmark in storytelling through animatronics.
• We actively work on creating a safe, inclusive environment free from discrimination
• Ways of working that genuinely support work-life balance: we want you to love your work but also your life outside of CTC
• Your wellbeing is paramount and we provide access to a holistic assistance program that provides support in many areas of life and health, as well as an on-site gym.

DEIB Statement

We care about the planet, and the people that live on it. We value inclusivity and belonging at CTC; only with a diverse and inclusive team that feels a sense of belonging every day will we reach our vision. DEIB (Diversity, Equity, Inclusion and Belonging) is a pillar of every project and initiative we work on. Our core values encourage us to show unwavering respect, keep an open mind and stay curious, and act with integrity and care in every aspect of our work.

We welcome you to join our team, regardless of your background, gender identity, sexual orientation, religious beliefs, age, or other experiences.

Research shows candidates from neurodiverse and underrepresented backgrounds often only apply for roles if they meet all the criteria. We make our hiring decisions based on experience and passion, so if you're keen to apply and need reasonable adjustments please let us know. We also encourage you to let us know the pronouns you use at any point during the recruitment process.

Location and Hours

This is a full-time based in our Port Melbourne office.

CTC services a global client base and occasional international travel is expected for the role.

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time
• IndustriesEntertainment Providers

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