Service Delivery Manager

Customer Care and Service Delivery Manager (Electronic Security)

Murrarie QLD

Signature Security Group

About Us

This is your chance to leverage your expertise and join us in an exciting new phase of growth at Signature Security Group. Part of the Intelligent Monitoring Group, one of Australia largest ASX listed Security solution specialists, you will secure a career opportunity second to none .

Driving service excellence, the Service Delivery Manager leads a frontline team to deliver seamless security solutions, rapid issue resolution, and exceptional customer experiences that boost loyalty and retention.

As you join our driven Service Delivery team, you will have the opportunity to revel our success, your diligence and commitment to managing a team, together with our national partner network while driving the Service Delivery process will be pivotal to your success.

About Us:

At Signature Security , we have a legacy of trust and a leading presence in the security industry as part of the Intelligent Monitoring Group we are one of the largest electronic security companies in Australasia, safeguarding thousands of businesses. We offer comprehensive support and training, ensuring you can develop your experience and career in a fast-paced, dynamic environment.

What We Offer:

• Competitive remuneration package
• Recognition for your contributions
• Stability and career opportunities
• Agile, flat-structured environment that promotes autonomy
• Leading-edge security solutions and continuous challenges
• Internal and external training opportunities
• On-site secure parking

Why Join?

· Join a trusted name in the Security Industry with solid foundation

· Supportive, collaborative workplace with opportunities to learn and grow

· Competitive salary + Super, and long-term career prospects

About the position

The position requires you to Lead a dedicated frontline team, to ensure the consistent delivery of friendly, professional, and efficient customer support. This includes managing a wide range of customer interactions—from service and installation enquiries, account updates, billing and payments, to sales support and dispute resolution—while maintaining a strong focus on quality outcomes and responsiveness.

In addition to overseeing internal service functions, this role works closely with external SSG Partners, the Service Delivery Centre and Monitoring Centers to resolve issues quickly and ensure high service standards are upheld. A key part of this role is driving customer retention by ensuring customer needs are met proactively and issues are resolved with care, accuracy, and speed.

Key Responsibilities

• Oversee Day-to-Day Service Delivery Operations- Manage and coordinate all activities related to the installation, servicing, and ongoing support of alarm and security systems, ensuring timely and efficient service delivery across all customer touchpoints.
• Lead the Customer Care Team -Supervise a frontline team responsible for handling inbound customer enquiries, service requests, account updates, billing, payments, sales support, and dispute resolution, ensuring a high standard of professionalism and responsiveness.
• Coordinate with External Partners, Service Delivery Team and Monitoring Centre- Liaise with monitoring centres, SSG Partners, and Service Delivery Team to ensure service issues are escalated, tracked, and resolved in a timely manner.
• Provide Technical Support for Video Guarding (CHeKT) - Support the resolution of technical enquiries related to video guarding services and assist internal and external stakeholders in onboarding, navigating platform functionality and troubleshooting.
• Drive Customer Retention and Satisfaction - Proactively monitor service quality and customer feedback to identify and resolve recurring issues, reduce churn, and maintain long-term customer relationships.
• Monitor Performance and Continuous Improvement - Track service KPIs, call handling metrics, and resolution times, and implement improvements to enhance team efficiency, customer outcomes, and operational processes.
• Support Escalations and Complex Issues - Act as the escalation point for customer complaints, service delays, or unresolved issues, ensuring all matters are addressed with urgency and care.
• Maintain System Accuracy and Documentation - Ensure customer data, service records, and case notes are accurately recorded and maintained in CRM and service platforms.

To be successful in the role

Supervisory or Team Leadership Experience: Minimum 1–2 years in a supervisory or senior customer service position, with demonstrated ability to lead, coach, and support frontline teams in a fast-paced environment.

Customer Service Background: 3+ years of experience in customer service or service coordination, preferably within security, telecommunications, utilities, or other technical service industries.

Technical Understanding: Practical experience coordinating or supporting the installation and service of technical products—ideally security systems or video monitoring platforms like CHeKT.

Strong Communication Skills: Proven ability to communicate clearly and professionally across phone, email, and internal platforms—with both customers and team members.

Problem Solving & Escalation Management: Demonstrated experience in handling customer complaints, resolving service disputes, and managing escalations with a calm, solution-focused approach.

CRM & System Proficiency: Working knowledge of CRM, billing, or service coordination platforms; ability to extract, review, and act on customer and service data.

Cross-Functional Collaboration: Experience working closely with internal departments (e.g. technical support, sales, field services) and external service partners to ensure consistent, high-quality outcomes.

Time Management & Prioritization: Strong organisational skills with the ability to juggle competing priorities, delegate tasks, and maintain attention to detail under pressure.

Customer Retention Focus: A customer-first mindset with a track record of supporting customer loyalty and reducing churn through service excellence.

If this is an opportunity you find exciting and you would like to find out more, please forward your resume via SEEK for consideration, if your background is suitable we will be in touch to organise an interview.

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