Service Manager – Lead Large‑Scale Service Operations

About the role

An opportunity exists for a Senior Service Manager to lead Crown Equipment's Sydney service operations, overseeing more than 100 employees across field service and workshop environments. Reporting to the Branch Manager, this role is accountable for service operations, P&L performance, financial management, cultural transformation, and operational turnaround.

Key responsibilities

• Lead and manage a large‑scale service operation (100+ staff) including field technicians and workshop teams.
• Provide leadership to multi‑layer management structures (5 direct reports plus second‑tier leaders).
• Own P&L, budgeting, forecasting, cost control, labour recovery and drive financial performance improvement.
• Drive a service business turnaround, improving profitability, utilisation, productivity and operational efficiency.
• Lead change management and cultural transformation initiatives to build a high‑performance, accountable workforce.
• Manage operations within a unionised workforce, engaging stakeholders and aligning performance.
• Develop and implement service strategies, operational plans and continuous improvement initiatives.
• Improve service delivery, customer satisfaction, SLA performance and response times.
• Lead workforce planning, recruitment, retention and leadership development.
• Ensure compliance with WHS, safety, risk and regulatory requirements.
• Manage key customer relationships, escalations and service recovery.
• Deliver data‑driven reporting, KPI tracking and operational insights to senior leadership.

Required profile

• 5+ years’ experience in a Service Manager, Operations Manager or senior leadership role.
• Proven success leading large teams in service, maintenance or industrial operations.
• Strong experience in turnaround, restructuring or business transformation environments.
• Demonstrated P&L responsibility, financial management and commercial acumen.
• Experience working within a unionised workforce or industrial relations environment.
• Background in capital equipment, materials handling, heavy vehicle, mining, construction or industrial services.

Required skills

• Change management
• Performance improvement
• Operational excellence
• Stakeholder management
• Leadership in complex, ambiguous environments

What we offer

• Lead a high‑impact operational turnaround in a major branch.
• Significant leadership scope with 100+ employees.
• Opportunity to work closely with APAC leadership and a clear pathway into regional or executive roles.
• Benefits program with retailer discounts and cashback.
• Access to health and wellbeing platform covering mental, physical and financial goals.
• Corporate rates for private health insurance.
• Inclusive working environment and Employee Assistance Program.