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.Strong 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 prospect to develop a high-performing team that delivers exceptional customer outcomes.
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📌 Customer Service Delivery Manager (Brisbane)
🏢 FVS Fire
📍 Brisbane