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 strong 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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Solid 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 *********

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