About the Role
Secure People is a leading electronic security integrator, providing innovative solutions in CCTV, access control, and cloud-based security systems. We specialise in commercial and enterprise security projects and are committed to delivering high-quality service and customer satisfaction.
We are seeking an experienced Service Delivery Manager to lead our ongoing service and maintenance operations. This role owns the client experience post-installation from service level agreements and preventative maintenance through to reactive call-outs, escalations and account growth. You will lead a team of service technicians and coordinators, and be accountable for service margin, SLA compliance and customer retention.
What You'll Be Doing
- Own the ongoing service and maintenance relationships for our commercial and enterprise clients, ensuring contracted SLAs are consistently met.
- Lead, resource and support the service team, technicians, coordinators and dispatchers, to deliver responsive, high-quality service in the field.
- Manage service scheduling, dispatch and workflow through our service management platform, driving productivity, first-time fix rates and technician utilisation.
- Manage and monitor the delivery of minor works through to completion.
- Own the commercial performance of the service business unit, including service margin, maintenance contract profitability, invoicing accuracy and revenue growth.
- Handle client escalations promptly and professionally, keeping stakeholders informed and driving issues through to resolution.
- Monitor and report on service KPIs including SLA compliance, response times, resolution rates and client satisfaction, and use the insights to drive continuous improvement.
- Coordinate closely with the projects team on handover from installation to service, ensuring new clients transition smoothly onto maintenance agreements.
- Ensure strict WHS compliance across all sites, including SWMS, site inductions, toolbox talks, and incident reporting
What We're Looking For
- Diploma or degree in service management, construction management, engineering, electronic security or a related technical discipline
- 5+ years of experience in a Service Delivery Manager or Operations Management role, preferably within electronic security, electrical contracting, IT infrastructure, or building services.
- Strong understanding of electronic security systems (CCTV, Access Control, Intrusion Detection, and System Integration platforms) and cloud-based management tools.
- Proven track record managing service operations, client maintenance contracts, Service Level Agreements (SLAs), and key performance indicators (KPIs) in a fast-paced environment.
- Strong commercial awareness with experience managing operational budgets, service margins, maintenance contract profitability, and invoicing workflows
- Working knowledge of service and job management software (e.g., Simpro, Desk365, ServiceNow, or equivalent platform)
- Ability to lead, resource and develop a service team including technicians and administrative staff.
- Strong understanding of Australian Standards, WHS legislation (NSW), and Security Industry Act licensing requirements.
- Excellent communication skills with a customer-first mindset and the ability to build long-term client relationships.
- Sharp attention to detail, strong organizational and time management skills, and sound problem-solving judgment.
- A valid Australian Driver's Licence, White Card, and Security Licence.
What We Offer
- Competitive salary package based on experience.
- A supportive, dynamic, and collaborative team environment.
- Opportunities for career growth and professional development.
- Flexible working arrangements.
We are an equal opportunity employer. Diversity is at the core of everything we do. We work together to create a culture based on respect, trust, and inclusiveness. We embrace flexible working and are always open to discussing your individual needs.
