Service Delivery Manager

2 weeks ago

Melbourne, Victoria, Australia Nationwide Group Full time $100,000 - $120,000 per year

About UsNationwide Group is Australia's largest provider of towing, transport, and roadside assistance services. We proudly support major motoring clubs, government, corporate and private clients, delivering safe, reliable, and high-quality services around the clock.

We are seeking an experienced and people-focused Service Delivery Manager to join our Roadside team to lead and support our state-based Patrol network. This role is critical in ensuring our roadside teams and fleet are equipped, supported, and empowered to deliver an exceptional experience to members when they need us most.

About the RoleIn this role, you'll lead and support our Roadside Patrol Operators, who operate specialised service vans to provide 24/7 breakdown assistance. You will mentor, coach, and engage with Patrol contractors to ensure safety, compliance, performance and customer satisfaction. You will also oversee fleet management to ensure vehicles are maintained, fitted and aligned with customer and operational needs. This role will also participate in an on-call roster to provide leadership support outside of standard business hours.

This is a dynamic position blending operational leadership, contractor engagement, fleet oversight, and customer service.

Key Responsibilities

  • Promote and embed a strong safety-first culture across the network.
  • Coach, mentor and support Patrol Operators to deliver outstanding roadside service in line with Nationwide Group policies and Safe Work Procedures.
  • Monitor and review performance, KPIs and customer feedback, providing regular insights and support for improvement.
  • Build strong relationships with Contractors through regular face-to-face engagement and operational discussions.
  • Support the recruitment, onboarding, training and induction of Patrol Operators to ensure compliance and capability.
  • Oversee Patrol fleet procurement, fitment, utilisation and audits to maximise efficiency and reliability.
  • Partner with contractors to strengthen engagement and ensure a sustainable, high-performing Patrol network.
  • Ensure delivery of roadside services meets or exceeds customer SLAs and brand standards.

About YouYou'll thrive in this role if you bring:

  • Proven leadership experience in service delivery, transport, logistics or similar operational environments.
  • Strong people skills with the ability to coach, influence and build trusted relationships with contractors and operators.
  • A passion for safety and compliance
  • Commercial acumen to balance customer needs, business requirements and contractor expectations.
  • A customer-first approach, with the ability to deliver service excellence under pressure.
  • Strong problem-solving and decision-making skills.

Why Join Us?

  • Great employee benefits and opportunities for development
  • Play a key role in leading the roadside assistance function of a national industry leader.
  • Work in a fast-paced environment where no two days are the same.

How to ApplyIf you're passionate about service delivery and want to lead the team that keeps Australians moving, apply now and join the team driving Nationwide Group forward.

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