Role Purpose The Head of Service owns service and maintenance as a business unit. The role has three jobs: grow contracted, recurring service revenue; make sure every service visit is quick and fixed first time; and run the service unit at a healthy margin. This is a commercial leadership role. It is not a call-centre or complaints-handling role.

Key Responsibilities

- Grow Revenue: build a pipeline of B2B accounts, design and price maintenance plans for each customer segment, connect and capture maintenance plans to each new installation.
- Build a customer centric field team: set and enforce workmanship and customer communication standards
- Optimise field service delivery: make full use of field service software so that every job is recorded, manage the triage and scheduling so that customers expectations are satisfied, and lift first-time fix rate through better pre-visit diagnosis, van stock and parts availability, and technician training
- Commercial and Financial Control: hold the P&L; and annual budget, track job costing, margin by job type and contract, report monthly to CEO on the success measures.
- People and Safety in Field: lead, recruit and train service technicians and coordinators, build a strong safety culture and ensure compliance with WHS obligations and Safety Standards.

Skills and Experience

Essential

- 8+ years leading a field service team, with accountability for a P&L; or a service budget.
- Proven record of growing a contracted maintenance book




- Experience with trades where contracted maintenance is mature, such as fire services, lifts, HVAC, security, or doors and access systems.
- Commercial negotiation with property managers, strata or facilities managers.
- Comfortable running the business on data, using field service management software.
- Demonstrated WHS leadership in a field environment.
- Current driver's licence.

Desirable

- Knowledge of the garage door, gate or access industry.
- Trade qualification or technical background.
- Experience in a business going through growth or a change of ownership.

Personal Attributes

- Proactive and takes ownership
- Comfortable working at pace and following up persistently
- Team player who is motivated by helping others win
- Data-minded, with a commitment to accuracy and customer service

Success Measures

Targets will be set with the CEO once the baseline is measured in the first 60 days. Benchmarks are given where industry data exists.

Recurring contracted revenue: Number and annual value of active maintenance agreements; renewal rate; share of new installs converted to a service plan; share of service revenue under contract

First-time fix rate and response time: Share of jobs resolved on the first visit, read together with time from call to attendance.

Service profitability: Gross margin per service job and per contract; technician utilisation; return-visit/call back cost

📌 Head of Service Delivery (Sydney)
🏢 Autolift Garage Doors
📍 Sydney