Service Delivery Manager

22 hours ago

Homebush West, Australia Wormald Full time

**Brand - Wormald | Homebush West, NSW| Full Time**
- Outstanding opportunity to grow your management career
- Professional career development & ongoing support

**About the Company**

Wormald have been servicing, designing and installing fire protection systems since 1889 and are a leading provider of fire protection solutions with an excellent reputation and firmly established national iconic brand.

**About the Role**

An outstanding opportunity now exists for an experienced Branch Service Delivery Manager based in Homebush West. Supporting the NSW Management team, you will play a senior and pivotal role in ensuring optimum levels of customer service and service delivery administration support for our NSW Service operations.

This role will be responsible for:

- Leading the central Sydney Billing and Contracts Data Integrity team to ensure a high level of customer service, coordination and administration is delivered both internally and externally.
- Managing the daily functions and routines for all direct reports and team members providing detailed onsite supervision and mentoring.
- Ensuring the team deliver on KPI’s of branch critical tasks including incoming calls, service call billing, WIP review, correction of billing issues, resolution of debtor issues, complaint resolution and document control.
- Controlling complex billing (from tender pricing documents) for various strategic clients across multiple locations/buildings.
- Working closely with the local Regional General Manager and Regional Finance Manager to ensure monthly forecasted billing targets are achieved across all billing metrics and provide data analysis (as required) on “close the gap” actions. Present at local Leadership Meetings as an when required.
- Managing the Contract Data Integrity Team ensuring high-quality input and output of maintenance contract asset data, and associated variations. Oversee cyclical maintenance contract price reviews and uplifts.
- Developing and submitting reports as requested by the Service Department.
- Developing the Branch Service Delivery team in all aspects of service delivery operations, ensuring their knowledge and understanding of service delivery KPI’s, policies and procedures are up to date (generate new SOP’s, as required).
- Generating an informative and harmonious working relationship with all employees.
- Recognising and acknowledging consistent good and reliable performance. Conduct staff counselling and career performance reviews in an informative and constructive manner.
- Conducting and arranging regular team meetings to ensure smooth operation of the team and its output.
- Recruiting replacement or additional department personnel.

You will bring:

- Experience in delivery/administration ideally in a service-based business.
- Prior experience managing a large team.
- Prior experience in billing, service output and data analysis.
- Strong communication and interpersonal skills.
- Experience working within a senior management team.
- Proven ability to work well under pressure.
- Intermediate to advanced MS package experience.
- Experience working with a large ERP system, Pronto preferred.

We welcome and encourage women, people of Aboriginal and Torres Strait Islander descent and people from diverse backgrounds to apply

September 2025

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