Position Title: Service Operations Team Leader Reports To: General Manager – Service Direct Reports: Service Coordinators / Schedulers Location: Alexandria, Sydney Salary Range: $100,000 – $115,000 Super Position Overview The Service Operations Team Leader is a senior role within a high-volume service delivery environment, responsible for overseeing a team of Coordinators managing planned and reactive maintenance across a diverse client portfolio. Reporting directly to the General Manager – Service, this role ensures operational efficiency, SLA compliance, commercial performance, and strong client outcomes. The position acts as a key link between office operations, field teams, subcontractors, and clients to ensure seamless service delivery and performance consistency. Key Responsibilities Service Delivery & Operational Oversight Oversee end-to-end management of planned and reactive maintenance work orders. Ensure new work orders are reviewed, prioritised, and allocated appropriately. Monitor and drive SLA and KPI compliance (response, attendance, completion, invoicing timeframes). Actively manage overdue or at-risk work orders to minimise service breaches. Coordinate client bookings and confirm site access arrangements. Ensure accurate and comprehensive job records are maintained. Work with compliance stakeholders to ensure appropriate subcontractor coverage and documentation standards are met. Review completed works and approve pricing within delegation, ensuring adherence to client rates and target margins. Identify and implement process improvements to reduce repeat call-outs and drive operational efficiency. Team Leadership Provide daily leadership and support to Service Coordinators. Assist with performance management through coaching, feedback, and structured reviews. Support workload planning and resource allocation to meet operational demands. Foster a high-performance, accountable, and solutions-focused team culture. Client & Commercial Management Build and maintain strong working relationships with key client contacts. Act as an escalation point for service issues or operational challenges. Contribute to client performance reporting and review meetings where required. Review quotations within delegated authority to ensure commercial accuracy and margin compliance. Support tender and larger quote preparation by reviewing scope, coordinating subcontractor pricing, and ensuring deadlines are met. Skills & Experience Demonstrated experience in service coordination, facilities maintenance, or a similar operational setting. Experience supervising or leading a service-based team in an SLA-driven environment. Strong understanding of performance metrics and service compliance requirements. Exposure to quoting and commercial review processes. Strong communication and stakeholder management capability. High attention to detail with the ability to manage competing priorities effectively. Proficiency in service management systems and Microsoft Office. Personal Attributes Proactive and solutions-oriented Accountable with a strong sense of urgency Commercially aware Customer-focused Collaborative with a continuous improvement mindset Maisie.grayland@coretalent.com.au 0412 500 924 Consultant howie.meakin@coretalent.com.au Reference number: BH-24762 Profession:Business SupportManagement Company: Core Talent Date posted: 25th Feb, 2026
