Service Delivery Manager

About the role

Pacific National is seeking a Service Delivery Manager to lead its Coal Planning team in Sydney, overseeing the coordination of approximately 300 train trips each week across Queensland and New South Wales.

Key responsibilities

• Lead and coach five Service Delivery Superintendents and support a broader team of around 50 people.
• Guide complex operational decisions, manage disruptions, and adjust service plans with safety as a priority.
• Identify network constraints and opportunities to improve reliability, efficiency, and contract delivery.
• Use performance data to drive improvements in systems, processes, and ways of working.
• Ensure teams have the resources, training, and tools needed for safe and effective train service coordination.
• Build strong partnerships across Planning, Operations, Commercial, Customer, and Maintenance teams.
• Foster an engaged, accountable culture and develop future leaders through coaching and succession planning.

Required profile

• Proven leadership experience in operational service delivery within rail, heavy transport, or a comparable logistics environment.
• Ability to lead through others, coach leaders, and build a collaborative culture.
• Strong judgement and problem‑solving skills in a dynamic operating environment.
• Demonstrated safety mindset and commitment to customer delivery.
• Experience using performance data to improve operational outcomes.
• Strong business partnering skills to align teams around shared priorities.

Required skills

• Leadership and coaching abilities.
• Problem‑solving and decision‑making in complex operational settings.
• Data‑driven performance analysis.

What we offer

• Paid parental leave
• Novated leasing
• Fitness Passport
• Purchase leave program
• Access to Employee Assistance Program through Sonder