Are you a customer focused leader who enjoys creating better ways of working, developing high performing teams, and making a measurable impact?

FVS Fire is looking for a Service Delivery Manager to take ownership of our customer service operations, including our Quoting & Invoicing team and Customer Relationship Officers. This is an exciting opportunity to build capability, improve processes, and create a customer experience function that supports the continued growth of our business.

This is a hands on leadership role where you'll have the opportunity to influence how we work, drive process improvements, leverage technology and automation, and build a team that delivers exceptional outcomes for our customers.

What You'll Be Doing

Leading the Team

- Lead, coach, and develop the Quoting & Invoicing team and Customer Relationship Officers to achieve their goals and build capability.
- Create a positive, accountable team culture focused on customer outcomes and continuous improvement.
- Be a trusted partner for Customer Service, Sales, and Operations teams.

Owning Quoting & Invoicing

- Take accountability for the accuracy, quality, and timeliness of quotations and invoicing across South East Queensland.
- Identify opportunities to improve processes, reduce inefficiencies, and enhance the customer experience.
- Support the resolution of account issues, including credits and billing queries.
- Use technology, automation, and AI tools to create smarter ways of working.

Growing Customer Relationships

- Take ownership of customers who do not currently have a dedicated Account Manager, ensuring they receive proactive support and exceptional service.
- Work closely with Sales, Service Coordinators,



and Operations teams to ensure opportunities are maximised and customer commitments are delivered.
- Identify opportunities to strengthen relationships, improve retention, and grow revenue.

Managing Commercial Outcomes

- Maintain oversight of pricing, inventory costs, and margins to support profitable growth.
- Use data and insights to identify opportunities for improvement.

What Success Looks Like

- Revenue growth across managed customer accounts.
- Improved quote conversion rates.
- Strong customer retention and satisfaction.
- Improved efficiency and capability across the team.

About You

You are a confident and collaborative leader who enjoys taking ownership and making things better.

You'll bring:

- Proven experience leading customer service, administration, operations, or account support teams.
- A strong customer mindset with the ability to build trusted relationships.
- Commercial awareness and the ability to identify opportunities for improvement and growth.
- A hands-on approach with the ability to balance strategy with getting into the detail.
- Solid problem-solving skills and a passion for process improvement.
- Confidence using technology and systems to drive efficiency.
- Experience within service delivery, facilities management, trades, or a technical environment will be highly regarded.

Why Join FVS Fire?

This is not a role where you simply maintain the status quo. This is an opportunity to build, improve, and create a customer service function that plays a key role in the future growth of FVS Fire.

You'll have genuine ownership, the ability to influence change, and the opportunity to develop a high-performing team that delivers exceptional customer outcomes.

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📌 Customer Service Delivery Manager (Brisbane)
🏢 FVS Fire
📍 Brisbane