Senior Service Delivery Manager - NSW Towing Operations

About the role

Nationwide Group provides mobility and roadside assistance solutions in Australia, and its Service Delivery team balances customer, contractor and commercial outcomes. It is looking for an experienced Senior Service Delivery Manager to lead the NSW towing operations, reporting to the State Manager. The role covers Tow Truck Operators, the contractor network and operational resources, based at the new Silverwater offices while working with drivers on the road.

Key responsibilities

• Lead operational performance to meet customer demand and service commitments.
• Build and strengthen a high-performing network of Tow Truck Operators and contractor partners.
• Set clear expectations and drive accountability across performance, behaviour, safety and compliance.
• Manage workforce, contractor and fleet capacity to meet operational demand.
• Use operational and commercial insights to improve productivity, efficiency and service delivery.
• Build strong relationships with customers, contractors and internal stakeholders.
• Lead continuous improvement and operational change initiatives.
• Champion a strong safety culture across operations.

Required profile

• Established operational leader with strong people and operational leadership experience in a complex, fast-paced environment.
• Demonstrated experience managing a contractor workforce.
• Track record of building capable teams and driving performance and accountability.
• Strong commercial judgement and operational decision-making skills.
• Able to influence, build relationships and handle challenging conversations.
• Practical, data-driven approach to improving operational performance.
• Experience in transport, logistics, automotive, roadside assistance or field services is highly regarded; qualifications in Business, Management or Transport & Logistics are also well regarded.

What we offer

• Competitive salary package.
• Flexible work environment.
• Discounts on RACV products and services.
• Professional development opportunities, including leadership programs and workshops.

To apply, candidates submit a cover letter and resume and must provide evidence of eligibility to work in Australia and consent to a criminal record check.