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service operations manager in Darwin

posted:
location
Darwin, Northern Territory
job type
Permanent
salary
AU$ 120,000 per year
reference number
90M0267906_1473211465
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job description

Customers

  • Do a great job for your customers every day by demonstrating improvements in responsiveness, dependability, PPM completion, on time arrival and value for money
  • Ensure that all customers have clear communication across the NT, including Katherine and Alice Springs
  • The ability to manage difficult customer conversations ability whilst managing conflicting customer priorities
  • Responsible for ensuring high quality delivery of services to clients through management of a high performing technical team and mentoring
  • Project management of renewals projects including high level of management of customer and ensuring project milestones are achieved. This includes financial management and identifying new opportunities such as through control of contract lifecycle required for all contracts in the NT
  • Contract Retention – customer satisfaction, site audits
  • Organic growth of the existing contracts through new products, territory expansion or multidiscipline contract delivery (Security, BMS, energy)
  • Effectively meet customer needs, build productive customer relationships and take responsibility for customer satisfaction.
  • Ensuring delivery of value to clients and customers
  • Ensuring that customer satisfaction levels are up to plan
  • Ensuring customer satisfaction through direct liaison with client representatives, customers and service recipients
  • Drive growth through additional reactive spend and service projects

Financials

  • Overall financial control of team to agreed annual operating plan
  • Accurate monthly forecasting
  • Forecasting and financial analysis throughout the month
  • Projected headcount growth, including proposals for regional technician bases (such as Alice Springs)
  • Growth initiatives, including attracting, training and retaining employees in line with the NT growth strategy and operational delivery plan

People leadership

  • Establish and maintain high standards of performance for self, direct reports and others to maximise the team’s ability to meet business goals and objectives
  • Facilitate the development of others’ knowledge, skills and competencies by providing timely feedback and planning relevant development activities
  • Performance management of team members
  • Reward & recognition
  • Training management of team members - including remote locations such as Katherine
  • Retention strategies
  • Morale of the team
  • Ensuring that a strong network is communicated with functional support across Australia

OH&S

  • EH&S Safety Plan – regular monthly meetings and Toolbox Talks
  • Reporting near misses, incidents and other opportunities for improvement
  • Carry out hazard and risk assessments (and analysis) for all tasks as per company policy and procedures

KPIs / Deliverables

  • Customer Survey KPI (satisfaction, advocacy).
  • Contract Growth (revenue).
  • Core customer retention
  • Employee retention across the NT, to provide the platform for growth
  • Product training for all employees across the NT
  • Increased Spot/renewal revenue through NT growth strategies
  • Achievement, measurement and reporting of performance indicators and site service objectives

skills

Service Operations Manager
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