Senior Service Manager

About the Position

Aristocrat is seeking a dynamic and proven Senior Service Manager to lead our Sydney Metro region's service operations. This role is crucial to ensuring the safe, efficient, and commercially successful delivery of our services to customers. As the senior operational leader within the region, you'll balance customer engagement, financial accountability, and people leadership to drive balanced business performance. This position offers an outstanding opportunity to develop the future of our service operations and build high-performing teams within a world-class organization!

Responsibilities

• Lead the overall operational performance of the assigned region, ensuring all customer commitments, service levels, and operational targets are achieved.
• Provide direct leadership to an assigned Field Service Manager team, ensuring accountability for customer relationships, operational success, financial performance, and Field Service Manager direction while addressing broader regional tasks.
• Provide guidance, coaching, mentoring, and performance management for Field Service Managers.
• Manage executive customer relationships throughout the region and serve as the primary senior contact for major partner issues.
• Conduct regular customer business reviews, performance meetings, and sessions to plan upcoming activities.
• Own region service contract performance, ensuring contractual obligations and service level agreements are consistently achieved.
• Find opportunities to improve contract profitability through pricing, operational efficiency, and scope optimization.
• Partner with Sales to support customer retention, contract renewals, and new business opportunities.
• Review region's financial performance, including revenue, margin, overtime, labor utilization, leave, travel, and operating expenses.
• Lead workforce planning and resource optimization across Field Service Manager teams.
• Promote collaboration across regions to improve technician utilization and customer responsiveness.
• Ensure consistent implementation of service policies, procedures, and operating standards.
• Manage the region's safety, compliance, and quality assurance initiatives.
• Analyze operational dashboards and performance data to identify risks and improvement opportunities.
• Support major deployments, product launches, and strategic customer initiatives.
• Formulate succession plans and build leadership potential for Field Service Managers.
• Build strong cross-functional relationships across Service, Product, Sales, Digital Transformation, and Support functions.
• Champion continuous improvement initiatives that improve 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 role.
• Proven track record in leading and developing high-performing teams.
• Strong financial competence with experience managing budgets and optimizing operational costs.
• Outstanding customer relationship management skills.
• Ability to analyze data and make informed decisions to drive performance.
• Experience in workforce planning and resource optimization.
• Strong collaboration and cross-functional leadership skills.
• Dedication to continuous improvement and operational excellence.
• Experience in safety, regulatory adherence, and quality assurance.
• Excellent communication and interpersonal skills.

We Offer

We offer a comprehensive pay and benefits package designed to stay competitive in the market, support your wellbeing, and recognize your contribution to our success. Our approach is underpinned by a pay-for-performance belief in rewarding individual impact. Your specific compensation package will be determined by factors such as your skills, experience, qualifications, and location. Depending on your role and location, you may be eligible for annual bonuses and incentives, health and wellbeing benefits, paid time off, retirement plans, insurance coverage, and other local or statutory benefits. Specific details about compensation and benefits for this position will be discussed during the recruitment process.

About the Company

Aristocrat Leisure Limited (ASX: ALL) is a global entertainment and gaming content creation company powered by technology. Our three reporting segments comprise regulated land-based gaming (Aristocrat Gaming), Social Casino (Product Madness), and regulated online real money gaming (Aristocrat Interactive). Aristocrat offers a diverse range of products and services, including electronic gaming machines, casino management systems, online real money games, including iLottery, as well as free-to-play mobile games, that serve customers and entertain millions of players worldwide every day. Our team of ~7,400 people across the globe is united by our company's mission to bring joy to life through the power of play.

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