Head of Operations

The Company

The client is Australia's leading provider of emergency preparedness and compliance services. Trusted by major organisations across sectors including Education, Government, Aged Care, and Construction, we specialise in Emergency Planning, Warden Training, Evacuation Diagrams, and Threat Preparedness.

Their reputation is built on quality, professionalism, and long-standing client partnerships. As part of a wider Group, they are committed to delivering innovative, technology-enabled solutions that help organisations meet their safety and compliance obligations with confidence.

Their vision is to be the market and knowledge leader in emergency response and compliance—empowering safer workplaces, better preparedness, and stronger operational resilience. As demand for their services continues to grow, they are expanding their team with passionate, high-performing professionals who share our commitment to service excellence and continuous improvement.

The Role

This position is a senior operational leadership role within the business, responsible for partnering closely with executive leadership to drive transformation across the organisation's operational functions. The role will be instrumental in reshaping the operating model to deliver measurable efficiencies, cost savings, and improved service delivery.

With a strong emphasis on innovation, automation, and continuous improvement, the role will lead the design and implementation of streamlined processes, support the development of high-performing teams, and embed a culture of operational excellence. A key focus will be on leading change initiatives that enhance organisational capability, uplift culture, and enable scalable, future-ready operations.

This role requires a strategic thinker with strong execution capability, proven experience in business improvement, and a demonstrated ability to lead people through change while delivering sustainable outcomes.

They are seeking a candidate who can drive:

• Operational efficiency
• Process improvement
• Cultural transformation
• Optimised utilisation of existing systems
• Strategic growth through the introduction of new service lines

Key Accountabilities:

• Act as a strategic partner and operational deputy to the CEO, supporting leadership, decision-making, and execution across all operational functions.
• Lead the design and implementation of operational improvement initiatives that deliver measurable efficiencies, cost savings, and enhanced service outcomes.
• Drive innovation through the strategic adoption of technologies such as AI, robotics, automation, and offshoring, where appropriate.
• Collaborate with the CEO to define and implement the future-state operating model and organisational structure across Design, Scheduling, Administration, and Consulting functions.
• Build, lead, and develop cross-functional teams to deliver transformation programs with a focus on service quality, scalability, and operational resilience.
• Champion a culture of continuous improvement, embedding operational discipline, performance accountability, and process excellence across all levels.
• Lead change management initiatives that uplift team capability, improve engagement, and foster a high-performance, values-aligned culture.
• Provide thought leadership and bring external insights to challenge legacy practices and drive best-in-class operational standards.
• Monitor and report on key operational metrics, ensuring alignment with strategic objectives and continuous performance improvement.

Skills/Experience

• Extensive experience in operational leadership roles within service-based organisations.
• Extensive experience in senior operational leadership roles within service-based organisations, with a strong track record of delivering measurable outcomes.
• Minimum of 10 years' experience in organisational and operational improvement, including process optimisation, cost reduction, and service transformation.
• Proven success in leading large-scale business transformation and operational excellence programs.
• Strong understanding of emerging technologies such as AI, automation, and digital platforms, with the ability to apply them to drive innovation and efficiency.
• Experience with offshoring, shared services, or global delivery models is highly desirable.
• Demonstrated ability to lead change initiatives that uplift capability, improve culture, and embed high-performance behaviours.
• Exceptional stakeholder engagement and communication skills, with the ability to influence and collaborate effectively at all levels.
• Strategic thinker with strong analytical skills, a hands-on approach, and a clear bias for action.
• Industry experience from Field Services Management or Professional Services bringing in best practice and innovative ideas.
• Formal training or practical experience in change management is desirable.