Service Owner

• Melbourne, Victoria | RACV Head Office
• Permanent, Full Time | Hybrid Working
• A Competitive Salary | Discounts on Selected RACV Products

Great things start here

Join our team of business professionals doing meaningful work in an organisation that's ever evolving. Work with people who care and expand your career with opportunities only a diverse business can provide. With license to see things through your way, and the option to split your time between office and home, RACV is where you'll make a difference.

About the Opportunity

As the Service Owner for Asure, our eCall emergency response platform, you'll play a pivotal role in shaping and delivering exceptional customer experiences that save lives. You'll be the champion of quality, ensuring every interaction reflects Intelematics' commitment to excellence and innovation.

In this role, you'll work closely with a diverse range of stakeholders, including OEM partners, suppliers, customers, and internal teams, to influence product and service strategies across the Asure portfolio. Your insights and recommendations will help guide key decisions around operational requirements, systems, and processes that support world-class emergency call platform.

You'll have the opportunity to analyse user behaviour, system performance, and emerging trends in connected vehicle safety, turning insights into action by driving continuous improvement initiatives that enhance efficiency and elevate the customer experience. This is a dynamic role for someone who's passionate about customer success and creating meaningful impact in a forward-thinking organisation.

Come along for a new journey

• Lead and oversee all aspects of Asure service platform to ensure exceptional customer experiences and consistent service delivery.
• Manage platform and service performance, SLAs, and operational reporting, providing insights and recommendations to drive efficiency and quality.
• Act as the central point of coordination between customers, suppliers, and internal teams, ensuring alignment across service delivery, product, and engineering functions.
• Analyse customer behaviour, user feedback, and operational data to identify trends and opportunities for continuous improvement.
• Drive best-practice processes in service management, incident response, and operational support to enhance performance and reliability.
• Oversee incident and escalation management, ensuring timely resolution, effective communication, and thorough post-incident reviews.
• Support change and release management activities, ensuring operational readiness, risk assessment, and clear communication of release details to stakeholders.
• Contribute to disaster recovery and business continuity planning to ensure resilience and minimise service disruption.
• Develop and maintain key operational documentation, including processes, workflows, training materials, and release notes.

What you'll need to be successful

• Tertiary qualification and/or equivalent relevant experience.
• 4–6+ years in customer service and operational analysis within technology-based products or services, ideally in SaaS platforms and connected vehicle environments.
• Proven experience managing end-to-end service operations, ensuring service reliability and compliance with SLAs.
• Strong ability to analyse operational data and trends to drive process improvements and enhance service performance, using tools such as Power BI and Tableau.
• Skilled in incident, change, and release management, leveraging platforms like Atlassian Jira Service Management to ensure service stability.
• Excellent stakeholder management and communication skills, including experience working with OEMs and external suppliers.
• Solid understanding and practical application of ITIL practices, service reporting, and continuous improvement frameworks.
• Demonstrated experience in technology-based service environments (B2B or B2B2C) with high availability requirements, preferably with exposure to AWS cloud infrastructure.
• Highly organised, proactive, and collaborative, with a passion for delivering exceptional customer experiences and life-saving services.

There's so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home.
• Generous discounts on home and car insurance policies and RACV roadside care
• Great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.