Service Delivery Manager

About the Role

Secure People is a leading electronic security integrator, providing innovative solutions in CCTV, access control, and cloud-based security systems. We specialise in commercial and enterprise security projects and are committed to delivering high-quality service and customer satisfaction.

We are seeking an experienced Service Delivery Manager to lead our ongoing service and maintenance operations. This role owns the client experience post-installation from service level agreements and preventative maintenance through to reactive call-outs, escalations and account growth. You will lead a team of service technicians and coordinators, and be accountable for service margin, SLA compliance and customer retention.

What You'll Be Doing

• Own the ongoing service and maintenance relationships for our commercial and enterprise clients, ensuring contracted SLAs are consistently met.

• Lead, resource and support the service team, technicians, coordinators and dispatchers, to deliver responsive, high-quality service in the field.

• Manage service scheduling, dispatch and workflow through our service management platform, driving productivity, first-time fix rates and technician utilisation.

• Manage and monitor the delivery of minor works through to completion.

• Own the commercial performance of the service business unit, including service margin, maintenance contract profitability, invoicing accuracy and revenue growth.

• Handle client escalations promptly and professionally, keeping stakeholders informed and driving issues through to resolution.

• Monitor and report on service KPIs including SLA compliance, response times, resolution rates and client satisfaction, and use the insights to drive continuous improvement.

• Coordinate closely with the projects team on handover from installation to service, ensuring new clients transition smoothly onto maintenance agreements.

• Ensure strict WHS compliance across all sites, including SWMS, site inductions, toolbox talks, and incident reporting

What We're Looking For

• Diploma or degree in service management, construction management, engineering, electronic security or a related technical discipline

• 5+ years of experience in a Service Delivery Manager or Operations Management role, preferably within electronic security, electrical contracting, IT infrastructure, or building services.

• Strong understanding of electronic security systems (CCTV, Access Control, Intrusion Detection, and System Integration platforms) and cloud-based management tools.

• Proven track record managing service operations, client maintenance contracts, Service Level Agreements (SLAs), and key performance indicators (KPIs) in a fast-paced environment.

• Strong commercial awareness with experience managing operational budgets, service margins, maintenance contract profitability, and invoicing workflows

• Working knowledge of service and job management software (e.g., Simpro, Desk365, ServiceNow, or equivalent platform)

• Ability to lead, resource and develop a service team including technicians and administrative staff.

• Strong understanding of Australian Standards, WHS legislation (NSW), and Security Industry Act licensing requirements.

• Excellent communication skills with a customer-first mindset and the ability to build long-term client relationships.

• Sharp attention to detail, strong organizational and time management skills, and sound problem-solving judgment.

• A valid Australian Driver’s Licence, White Card, and Security Licence.

What We Offer

• Competitive salary package based on experience.

• A supportive, dynamic, and collaborative team environment.

• Opportunities for career growth and professional development.

• Flexible working arrangements.

We are an equal opportunity employer. Diversity is at the core of everything we do. We work together to create a culture based on respect, trust, and inclusiveness. We embrace flexible working and are always open to discussing your individual needs. If this opportunity sounds like you, please don't delay, apply online ideally with a CV or email [email protected] for more information.