Service Delivery Manager – Roadside At Nationwide Group, we're committed to delivering safe, reliable roadside assistance to hundreds of thousands of motorists every day. We're looking for an experienced Service Delivery Manager – Roadside to join our Operations team and play a key role in developing our contractor network, improving service performance, and ensuring exceptional customer outcomes. Reporting to the Operations Manager, you'll be responsible for managing a portfolio of roadside contractors and owner-drivers while delivering practical training, coaching and operational support. You'll work closely with Safety, Fleet, Customer Operations and People & Culture to ensure our patrol network consistently delivers outstanding service. This is a hands-on role that combines relationship management, operational leadership and people development. As a Service Delivery Manager you will: Build strong, professional relationships with principal contractors, owner-drivers and patrol operators. Act as the primary operational contact for your contractor portfolio. Support contractor recruitment, onboarding and mobilisation. Conduct regular site visits and operational reviews. Assist contractors to improve operational performance, fleet utilisation and service delivery. Deliver practical, on-road coaching and mentoring to roadside patrols. Reinforce safe work practices, operational procedures and customer service standards. Assess capability and ensure contractors are competent to operate independently. Ensure compliance with Safe Work Procedures, licensing, fatigue management and training requirements. Support incident investigations and implement corrective coaching. Work closely with Safety & Quality teams on audits and continuous improvement initiatives. Monitor contractor performance against agreed KPIs and customer service standards. Identify trends, performance gaps and opportunities for improvement. Support live operational issues and escalations when required. Balance commercial outcomes with customer expectations and operational excellence. About You You'll be an experienced operational leader who enjoys working with people, building capability and driving continuous improvement. You're equally comfortable having coaching conversations in the field as you are managing performance and compliance. You'll also bring: Experience in roadside assistance, towing, transport, logistics or automotive operations. Experience working with contractors or owner-driver operating models. Strong coaching, mentoring and training capability. Excellent communication and stakeholder management skills. A practical understanding of workplace safety, compliance and incident management. The ability to influence, build trust and hold people accountable. Strong organisational skills and the ability to work autonomously. Certificate IV in Training & Assessment (TAE)- desired but not essential Experience delivering operational or technical training. Salary & Benefits: Rewarding Your Commitment At Nationwide Group, our people are at the heart of everything we do. We invest in our teams, value safety above all else, and provide opportunities to grow your career in a national business that continues to evolve. We offer: The opportunity to coach and develop a skilled contractor network. A supportive, collaborative team environment. Discounts on services and products with RACV Career development opportunities within a growing organisation. A business that genuinely values safety, quality and customer service. If you're ready to take the wheel and lead our roadside team to new heights, we invite you to apply today and embark on this exciting journey with Nationwide Group. Apply Now Ready to make an impact? Apply today to join a team that values your contributions and fosters your growth! You can learn more about Nationwide Group at Nationwide Group Careers CLICK APPLY below and make sure you include a cover letter and resume. Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check. Only shortlisted applicants will be contacted further.
