DESIGNA Australia & New Zealand
Position Title: Service Manager Location: Adelaide, South Australia (Preferred) Reports To: Managing Director / Chief Operating Officer Direct Reports: Service Coordinators, Control Centre Personnel, Field Technicians and Service Contractors (as applicable) Employment Type: Full-Time
Position Purpose
The Service Manager is responsible for leading and coordinating DESIGNA Australia's and New Zealand's service delivery operations, ensuring the effective deployment of technical resources across all service, maintenance and project activities.
This leadership role acts as the operational focal point between customers (via the account management team and direct when necessary), technicians, account managers, project teams, and internal stakeholders.
The Service Manager is accountable for ensuring that service activities are planned, communicated, executed, documented and invoiced efficiently while maintaining exceptional customer satisfaction.
Service resources may be used to support the project team and resource co-ordination includes balancing priorities in this regard.
A critical responsibility of the role is the proactive management and development of DESIGNA's technical workforce.
The Service Manager must continually assess resource capability, identify skill gaps, implement training initiatives, and foster a culture of accountability, teamwork, and continuous improvement.
The role requires daily engagement with field resources, strong operational oversight of the Simpro platform, and early identification of operational risks, resource constraints, customer concerns and service delivery issues before they impact customers or business performance.
Key Responsibilities
1. Service Operations Leadership
Lead the daily execution of all service operations across Australia and Recent Zealand.
Ensure effective scheduling and coordination of technicians, subcontractors and service partners.
Maintain visibility of all active service jobs, preventative maintenance activities, breakdowns and project support tasks.
Balance competing priorities to ensure customer service levels and contractual obligations are consistently achieved.
Act as the primary escalation point for service delivery issues.
Monitor workload distribution and technician utilisation.
Ensure urgent incidents and customer escalations receive immediate attention.
Coordination and active engagement with control centre.
2. Resource Planning & Coordination
Coordinate all technical resources across service and project activities.
Allocate resources based on capability, location, availability and customer priorities.
Proactively manage workforce capacity and identify resourcing shortages before operational impacts occur.
Work closely with Project Managers and Account Managers to ensure adequate resource availability.
Develop contingency plans for periods of high demand or resource constraints.
Continuously review technician productivity and deployment efficiency.
3.



Simpro Ownership & Process Management
Take overall operational ownership of the Simpro platform.
Ensure all jobs are created, scheduled, managed and completed in accordance with company standards.
Ensure technician timesheets, labour allocations, materials, expenses and notes are accurately recorded.
Monitor job workflows to prevent delays or administrative bottlenecks.
Ensure completed jobs are reviewed and promptly submitted to Accounts for invoicing.
4. Technical Team Development
Assess individual technician competencies and identify training requirements.
Maintain a skills matrix for all technical personnel.
Identify strengths and development opportunities across the team.
Coordinate formal training programs, certifications, manufacturer training and internal knowledge-sharing initiatives.
Implement structured mentoring and shadowing programs.
Support career development and succession planning.
Foster a culture of technical excellence, continuous learning and professional growth.
5. Risk Management & Operational Oversight
Maintain daily communication with technical teams to identify emerging risks and challenges.
Proactively identify service delivery issues before they affect customers.
Monitor customer trends, recurring faults and operational bottlenecks.
Develop mitigation strategies for workforce, customer, supply chain, system and operational risks.
Escalate critical risks and significant incidents to executive management.
Lead root-cause investigations and corrective action plans.
6. Customer Engagement & Account Management Support
Support the Account Management team in maintaining strong customer relationships.
Participate in customer meetings, service reviews and escalation discussions.
Assist with major incident management and customer communications.
Respond to customer complaints in a professional and solution-focused manner.
Ensure customer expectations are managed appropriately throughout service delivery.
Identify opportunities to improve customer experience and retention.
Support the preparation of service reports and performance reviews.
7. Service Performance & Continuous Improvement
Establish and monitor service KPIs and operational performance metrics.
Drive continuous improvement initiatives focused on:
Response times
Resolution times
Technician utilisation
First-time fix rates
Customer satisfaction
Revenue capture
Job completion accuracy
Review operational processes and recommend improvements.
Promote accountability and ownership throughout the service organisation.
Financial & Commercial Responsibilities




Ensure all completed work is accurately documented and invoiced.
Monitor service profitability and resource utilisation.
Review recurring service costs and identify efficiency opportunities.
Support forecasting of service labour requirements.
Assist executive management with budgeting and operational planning.
Key Performance Indicators (KPIs)
The Service Manager will be measured against:
Operational
Technician utilisation rate.
Average job completion times.
Service response performance against SLA commitments.
Backlog reduction and management.
Resource scheduling accuracy.
Financial
Timely invoicing of completed jobs.
Revenue capture from service activities.
Reduction in unbilled completed work.
Service department profitability.
Customer
Customer satisfaction scores.
Complaint resolution times.
Customer retention.
Service contract renewals.
Team Development
Training completion rates.
Skills matrix improvement.
Internal promotion and succession readiness.
Employee engagement and retention.
Skills & Experience Required
Essential
Demonstrated experience managing technical field service teams.
Experience coordinating geographically dispersed resources.
Strong customer service and stakeholder management skills.
Experience with field service management platforms such as Simpro.
Excellent organisational and planning abilities.
Strong leadership and communication skills.
Proven ability to manage competing priorities in a fast-paced environment.
Strong analytical and problem-solving abilities.
Experience managing customer escalations and complaints.
Desirable
Experience within parking technology, access control, automation, security, electrical, IT infrastructure or related industries.
Technical background in electronics, electrical systems, networking or software support.
Project coordination or project management experience.
Service management certification or leadership qualification.
Personal Attributes
The successful candidate will be:
Highly organised and proactive.
Customer-focused and solutions-oriented.
Calm under pressure.
Strong communicator and relationship builder.
Results-driven with excellent attention to detail.
Commercially aware and operationally disciplined.
Passionate about team development and continuous improvement.
Comfortable leading change and driving accountability.
Strategic Objective
To create a high-performing service organisation that delivers industry-leading customer support across Australia and New Zealand through exceptional resource coordination, proactive risk management, strong customer engagement, technical workforce development, and disciplined operational execution.
This role will serve as the operational heartbeat of DESIGNA's service business, ensuring customers receive consistent, responsive, and professional support while enabling sustainable growth and operational excellence.

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