Service Delivery Manager

As we continue to grow, we're looking for an experienced Service Delivery Manager to lead our towing operations, ensure exceptional service delivery, and build a high-performing contractor network.

Reporting to the Operations Manager, you will be responsible for the leadership and performance of operational resources across your state, including Tow Truck Operators (TTOs), contractors and fleet capacity. You will balance customer demand, operational performance, safety, contractor engagement, and commercial outcomes to ensure we consistently deliver on our commitments.

Responsibilities

- Drive operational performance by monitoring response times, job completion outcomes, service quality, and customer KPIs.
- Partner with the Customer Service Dispatch Centre (CSDC) to manage demand, resource availability, and operational constraints.
- Lead the recruitment, onboarding, development, and performance management of Tow Truck Operators and contractor partners.
- Build and maintain strong relationships with operators and contractors to support a sustainable and commercially viable operating model.
- Forecast workforce and fleet requirements to meet operational demand.
- Manage fleet utilisation and resource allocation to maximise efficiency.
- Demonstrate visible safety leadership and ensure compliance with company policies, legislative requirements, Chain of Responsibility (CoR) obligations, and fatigue management standards.
- Analyse operational data, customer feedback, incidents, and audit outcomes to identify improvement opportunities.
- Lead and implement continuous improvement initiatives to enhance operational performance and service delivery.
- Support operational projects and change initiatives that strengthen business capability and customer outcomes.





Qualifications

- Proven leadership experience in transport, logistics, field service, or service delivery environments.
- Demonstrated ability to lead, coach, and develop high‑performing operational teams.
- Strong track record of driving performance and holding teams accountable for results.
- Experience working with contractors, owner drivers, or outsourced workforce models is highly regarded.
- Excellent communication and relationship‑building skills across customers, operations, and support functions.
- Ability to manage competing priorities and navigate complex operational challenges in a fast‑paced environment.
- Data‑driven approach with experience using operational reporting and insights to improve performance and decision‑making.
- Sound understanding of safety, compliance, and operational risk management principles.
- Passion for delivering exceptional customer service and continuous operational improvement.
- Experience within the transport, automotive, roadside assistance, or logistics industries is highly desirable.
- Qualifications in Business, Management, Transport & Logistics, or a related discipline are well regarded.

About Us

At Nationwide Group, we are committed to delivering innovative mobility and roadside assistance solutions that support customers when they need us most. This hands‑on operational leadership role is suited to someone who thrives in a rapid‑paced environment, enjoys working with people, and is passionate about delivering outstanding customer and business outcomes.

Benefits

- A flexible work environment.
- Discounts on RACV products and services.
- Opportunities for professional development.
- Vibrant workplace culture that celebrates achievements.
- Leadership programs and workshops.

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📌 Service Delivery Manager - VIC (Greater Dandenong City)
🏢 Nationwide Group
📍 Greater Dandenong City