Operations Manager KAM NSW (City of Sydney)

Ready to lead a high-performing operations team and make a major impact across the NSW region? At SKIDATA , we’re global leaders in access and revenue management solutions — and we’re looking for an experienced, customer‑focused NSW Operations Manager to drive operational excellence, customer satisfaction, and regional growth. If you're a strategic thinker, a strong people leader, and thrive in a dynamic service environment, this is your opportunity to step into a pivotal leadership role. Position Purpose To lead and manage the NSW regional operations team, ensuring exceptional customer experiences, strong customer satisfaction, and outstanding financial performance. This role is critical in driving Modernisation and Extension (ME) and service contract sales, strengthening key account relationships, and achieving operational excellence. Targets of the position Customer perspective:
- Ensure high levels of customer satisfaction through proactive account management and service delivery.
- Act as the escalation point for major customer issues and ensure timely resolution
- Maintaining existing contracted customers and converting non-contracted customers to contracted relationships including .CARE maintenance agreements, Mobility Subscription Suite and other digital solutions including sweb MobilePay, eCom, sweb Validate, etc.
- Drive customer engagement initiatives and support lifecycle value strategies.
- After deliver service for customer installations and maintains updated record of status of installed base in their region. Measures SLA compliance and connects customer assets to SKIDATA service platform for modernisation, software maintenance, proactive monitoring, and connected troubleshooting.
- PO cares about communication channels including Customer Portal and availability of service support, and organisational structure for customer and client services with a focus to improve support levels, remote resolution, service cycle time and smart first‑time fix goals.
- Achieve regional revenue and gross margin targets.
- Drive ME sales by identifying opportunities for equipment refresh, software upgrades, and digital service extensions.
- Ensure timely invoicing, job closure, and support AR collection processes.
- Develop and manage the annual budget and monthly financial reporting. Process perspective:
- Implement and optimise service delivery processes in line with national strategy.
- Ensure SLA compliance and continuous improvement of service KPIs.
- Coordinate project delivery and resource allocation across service and project teams.
- Maintain quality assurance of local service partners Skills & People Development:
- Lead, coach, and develop the regional service.
- Ensure technical certification and training compliance across the team.
- Conduct performance reviews and support career development.
- Promote a culture of safety, accountability, and continuous improvement Measure of performance
- NPS
- Solid leadership and people management
- Customer‑centric mindset with excellent communication skills
- Process‑oriented with a focus on continuous improvement
- Knowledge of OHS standards and compliance Key Relationships
- Customers and Key Accounts
- Field Service Managers and Technicians
- Project Delivery Teams
- Sales, Finance, and Logistics
- National Operations Manager and APAC Leadership #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rrg91