Senior Service Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee the overall operational performance of the designated region, ensuring that customer commitments, service levels, and operational targets are met.

• Provide direct leadership to the assigned Field Service Manager team, ensuring accountability for customer relationships, operational success, financial performance, and strategic direction.

• Offer guidance, coaching, mentoring, and performance management for Field Service Managers.

• Manage executive customer relationships and act as the primary senior contact for significant partner issues.

• Conduct customer business reviews, performance meetings, and planning sessions.

• Own the performance of regional service contracts, ensuring that contractual obligations and service level agreements are fulfilled.

• Enhance contract profitability through effective pricing, operational efficiency, and scope optimization.

• Collaborate with Sales on customer retention, contract renewals, and new business opportunities.

• Review regional financial performance, including revenue, margin, overtime, labor utilization, leave, travel, and operating expenses.

• Lead workforce planning and resource optimization across Field Service Manager teams.

• Foster collaboration across regions to enhance technician utilization and customer responsiveness.

• Ensure the implementation of service policies, procedures, and operating standards.

• Manage regional safety, compliance, and quality assurance initiatives.

• Analyze operational dashboards and performance data to pinpoint risks and opportunities for improvement.

• Support major deployments, product launches, and strategic customer initiatives.

• Develop succession plans and cultivate leadership potential among Field Service Managers.

• Build cross-functional relationships across Service, Product, Sales, Digital Transformation, and Support.

• Advocate for continuous improvement to enhance efficiency, customer experience, and profitability.

• Represent the Service business in customer forums, leadership meetings, and strategic business initiatives.

⛳️ Requirements

• Previous experience in a senior management position.

• Proven history of leading and developing high-performing teams.

• Strong financial acumen with experience managing budgets and optimizing operational costs.

• Exceptional skills in customer relationship management.

• Ability to analyze data and make informed decisions to enhance performance.

• Experience in workforce planning and resource optimization.

• Strong collaboration and cross-functional leadership capabilities.

• Commitment to continuous improvement and operational excellence.

• Experience in safety, regulatory compliance, and quality assurance.

• Excellent communication and interpersonal skills.

🏝️ Benefits

• Annual bonuses and incentives may be available based on role and location.

• Health and wellbeing benefits may be available depending on role and location.

• Paid time off may be available based on role and location.

• Retirement plans may be available depending on role and location.

• Insurance coverage may be available based on role and location.

• Other local or statutory benefits may be available depending on role and location.

• Comprehensive pay and benefits package.

• Pay-for-performance compensation approach.