As Service Delivery Manager, you will oversee the quality and consistency of service delivered across Contraflow's operations. You will work closely with our Operations, Client Support and Management teams, while also being a senior point of contact for clients , crew leaders and operational staff. A major focus of the role is customer satisfaction, service quality, communication and client retention. You will provide robust leadership to the team, troubleshoot operational and technical issues, monitor performance and ensure our clients continue to receive the high standard of service expected from Contraflow.
Key responsibilities
Oversee day-to-day service delivery and support the Operations team
Provide technical and operational support to clients
Build solid, professional relationships with existing clients
Resolve client queries, onsite issues and service concerns quickly and professionally
Provide leadership, guidance and coaching to the Client Support and Management Assistant teams
Support Crew Leaders with more complex technical or operational matters
Assist traffic management personnel with complex or unusual traffic management setups
Review Traffic Management Plans and assist with technical requirements
Review and assist with crew leader training
Monitor operational and field staff performance and address areas requiring improvement
We are looking for someone who can combine solid leadership with excellent customer service and practical operational knowledge.
You will be confident making decisions, comfortable working in a rapid-moving environment and able to communicate effectively with everyone from field employees and Crew Leaders through to major clients and senior management.
The successful candidate will ideally have:
AWTM Accreditation
Cert IV Workplace Health and Safety
Experience in traffic management,utilities and similar operational environment
Strong leadership and people-management skills
Excellent customer service and relationship-management skills
The ability to troubleshoot operational problems and make practical decisions
Strong written and verbal communication skills
Confidence dealing with client concerns and difficult situations
Good organisational skills and the ability to manage competing priorities
A strong understanding of workplace safety and operational compliance
The ability to coach, develop and support team members
A practical, calm and solutions-focused approach