Service Manager - Workshop & Field Services

An established industrial equipment business is seeking an experienced Service Operations Manager to lead and develop a large-scale service operation spanning workshop and field-based services across NSW. This is a senior operational leadership position with responsibility for a team of almost 80 employees across workshop and field service functions. The successful candidate will oversee day-to-day operations, drive service performance and profitability, strengthen customer relationships, and ensure the delivery of high-quality, safe and efficient service outcomes. Working closely with senior leadership, you will have the opportunity to influence operational strategy, improve processes, develop your people and identify opportunities to grow service revenue across an established customer base.

Key Responsibilities

• Lead and manage workshop and field service operations, ensuring efficient service delivery, productivity and high-quality customer outcomes.

• Manage a team of managers across workshop, field services and support staff (total size team around 80), driving performance, engagement, development and accountability.

• Oversee budgets, forecasts, KPIs and profitability, identifying opportunities to improve revenue, margins and operational efficiency.

• Ensure servicing, repairs and emergency breakdowns are completed within agreed timeframes and service standards.

• Build strong customer relationships, resolve service issues and identify opportunities to grow service revenue and customer retention.

• Drive continuous improvement across workflows, resource allocation, inventory management and service processes.

• Champion workplace health and safety, ensuring compliance with relevant policies, procedures and regulatory requirements.

• Monitor operational performance, prepare management reports and implement strategies to achieve business objectives.

Key Requirements

• Minimum 5 years’ experience in a service management role within the industrial or capital equipment industry, with a strong understanding of technical service operations.

• Demonstrated experience leading through managers and supervisors, with the ability to set clear expectations, drive accountability and develop high-performing teams.

• Strong track record of managing performance against measurable KPIs, including revenue, profitability, productivity, technician utilisation, service delivery and customer satisfaction.

• Proven financial management capability, including budgeting, forecasting, cost control and delivering results against commercial targets.

• Demonstrated experience leading organisational or operational change, implementing new processes and driving continuous improvement.

• Strong technical understanding of mechanical equipment, maintenance, repairs and field service environments.

• Experience managing customer relationships, resolving escalated issues and identifying opportunities for service revenue growth.

• Sound knowledge of workplace health and safety, employee relations and risk management.

• Strong analytical, communication and stakeholder management skills, with the ability to translate performance data into clear actions and measurable outcomes.

• A tertiary qualification in business, management, engineering or a related discipline will be advantageous.