Service Delivery Lead

Job Description:

The Service Operations Manager is responsible for overseeing multiple customer sites across ANZ, including domain warehousing customers in various segments. They lead the day-to-day management of site-based teams and are accountable for personnel leadership, safety compliance, managing operations to meet service and maintenance benchmarks, addressing daily operational and technical issues, and maintaining quality standards.

Responsibilities:

• Full setup and management responsibility for all site-based service teams, covering personnel leadership, safety, operations, service delivery, quality, and financial performance.
• Directly lead and support individual contributors in day-to-day activities, ensuring clear roles, accountability, and delivery against outcomes.
• Build and sustain a positive, high-performance team culture aligned with Vanderlande's core values.
• Drive efficient, effective, and compliant maintenance and service delivery operations across sites, including workforce planning, rosters, skill distribution, and maintenance scheduling.
• Take ownership of service contract financials, ensuring delivery remains within budget, and actively manage contract margins to meet profitability targets.
• Develop a capable and future-ready service team through structured training, skills development, and career growth opportunities.
• Act as escalation point for operational or technical issues, ensuring swift resolution and minimal disruption to customer operations.
• Initiate and implement improvements, tooling, methodologies, processes, team culture and behaviour.
• Drive constant customer relationship improvements.
• Develop and execute a strategic account management plan, focusing on service excellence, contract retention, and long-term growth of lifecycle services.
• Partner with the Service Finance Controller to review and report on financial health, risk areas, and improvement actions across the contract portfolio.
• Ensure WHS compliance and safety across activities.
• Liaise with suppliers and subcontractors where required.
• Ensure necessary reports and records are kept, both internally and externally.
• Comply with company policies and procedures and carry out all activities safely.

Qualifications & Skills:

• Bachelor's/master's in engineering (Technical, Electrical/Mechanical) or relevant trade qualification.
• Strong customer focus – ability to build and maintain trusted relationships with customers, understand business needs, and translate them into effective service delivery and long-term partnership success.
• Strong commercial mindset – manage service contract financials, optimise cost structures, and drive revenue growth with focus on profitability.
• Experience in a Service leadership role and/or Operations/Maintenance Manager experience.
• Natural leader with people and technical skills, with a proven record of effective people management in Service departments.
• Team player with excellent communication skills.
• Well organised and able to prioritise effectively.
• Able to work independently with minimal supervision.
• Able to think and act on a long-term basis (5 years) and execute a vision.
• Entrepreneurial mindset, able to capture opportunities, with a strong drive for continuous improvement.
• Ability to travel when required.

Safety:

Vanderlande takes the safety and well-being of its workers seriously. We expect all employees and contractors to comply with relevant codes, standards, policies, procedures, and any other applicable guidance materials to ensure a compliant and healthy workplace, free from risks of injury or harm. A safety-first mindset is essential.

Diversity, Equity & Inclusion:

Vanderlande is an equal opportunity and affirmative action employer. Qualified applicants will be considered without regard to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.