Job Description

Operations Manager - Electronic Security

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Sapio is an Australian electronic security business built on a simple belief: technology only creates value when activated by skilled people. With 170+ employees nationally, we deliver trusted security outcomes through deep expertise, precision execution and strong client partnerships across commercial, government and critical infrastructure sectors.

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About Sapio
n Sapio is an Australian electronic security business built on a simple belief: technology only creates value when activated by skilled people. With 170+ employees nationally, we deliver trusted security outcomes through deep expertise, precision execution and strong client partnerships across commercial, government and critical infrastructure sectors.

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About the role

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The Operations Manager reports directly to the State Manager and is responsible for driving, customer satisfaction, workforce effectiveness business performance and a technical expert for the State.

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This role provides leadership across the entire NSW Branch's operational support functions while ensuring the business operates efficiently, profitably and in accordance with company policies and strategic objectives.

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The Operations Manager acts as a key escalation point for customers, employees and internal stakeholders and is responsible for identifying, implementing and sustaining improvements that drive productivity, service quality and financial performance.

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Skills and Experience

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Operational Leadership

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- Support the State Manager in leading daily operations and achieving strategic business objectives.
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- Drive accountability, performance, and continuous improvement across operational teams.
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- Lead business improvement initiatives that enhance efficiency, service delivery, and profitability.
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- Contribute to workforce planning, resource allocation, and operational excellence.
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- Provide leadership and direction during periods of State Manager absence.
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Customer Experience & Relationship Management

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- Act as the senior escalation point for complex customer issues and service challenges.
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- Drive customer satisfaction, retention, and contract performance outcomes.
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- Lead investigations into service issues and implement sustainable solutions.
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- Build robust relationships with key customers and internal stakeholders.
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Service & Maintenance Operations

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- Optimise technician productivity, workforce utilisation, and service performance.
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- Drive improvements in preventative maintenance delivery and service response times.
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- Monitor operational performance to ensure service obligations and customer expectations are consistently met.
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- Lead initiatives to improve scheduling efficiency, first-time fix rates, and backlog reduction.
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Financial & Commercial Performance

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- Support operational budgeting, forecasting, and profitability initiatives.
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- Identify opportunities to improve commercial outcomes through cost control, billing accuracy,



and operational efficiencies.
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- Review contract performance and contribute to margin improvement strategies.
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Strategic Leadership

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- Translate business strategy into practical operational outcomes.
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- Analyse business performance trends and identify opportunities for growth and efficiency.
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- Lead strategic projects that improve profitability, customer experience, and employee engagement.
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- Partner with senior leadership to drive long-term operational success.
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Skills & experience

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- Current NSW Security Licence (essential)
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- Proven leadership experience within security industry
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- Strategic thinker with strong commercial acumen.
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- Process improvement and continuous improvement mindset.
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- Strong understanding of operational excellence principles.
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- Customer-focused problem solver.
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- Highly organised with strong attention to detail.
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- Strong analytical and reporting skills.
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- Excellent stakeholder management capabilities.
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- Ability to influence outcomes across multiple departments.
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- Strong leadership and decision-making skills.
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Culture

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People enjoy working at Sapio because they're trusted to lead, supported to grow, and backed by a team that genuinely knows its field. We value integrity, accountability and people who can see beyond black‐and‐white solutions to deliver the right outcome.

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Benefits

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- Competitive base salary + vehicle allowance
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- Performance incentives tied to branch results
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- Supportive national leadership team
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- Stable, growing Australian business
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Master Licence: NSW 000101018

📌 Operations Manager - Electronic Security (New South Wales)
🏢 Sapio
📍 New South Wales