NSW Service Operations Manager

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    "id": "287",
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    "location": {
      "city": "Frenchs Forest",
      "state": "New South Wales"
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    "jobOpeningName": "NSW Service Operations Manager",
    "departmentLabel": "NSW - Client Services",
    "employmentStatusLabel": "Full-Time 7.6 hours"
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    "location": {
      "city": "Frenchs Forest",
      "state": "New South Wales",
      "postalCode": "2086",
      "addressCountry": "Australia"
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    "datePosted": "2026-05-15",
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    "description": "<p><span>Pro AV Solutions is seeking an experienced and driven Service Operations Manager to lead and oversee our managed services operations nationally. This is a key leadership role responsible for ensuring the consistent delivery of high-quality, SLA-driven services across our VNOC, Service Coordination, and Field Service functions.</span></p>\n<p><br></p>\n<p><span>This position is ideal for a service operations leader who thrives in fast-paced environments, enjoys building high-performing teams, and is passionate about operational excellence, customer outcomes, and continuous improvement.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">About the Role</span></p>\n<p><span>As the Service Operations Manager, you will be accountable for the performance, quality, and delivery of managed services across Pro AV Solutions’ national customer base. You will lead service operations with a strong focus on accountability, proactive service delivery, governance, and measurable outcomes. </span><span>You will oversee incident management, service performance, escalation management, operational workflows, and continuous improvement initiatives while ensuring alignment with customer SLAs, KPIs, and contractual obligations.</span></p>\n<p><br></p>\n<p><span>Working closely with technical teams, coordinators, customers, and stakeholders, you will play a central role in shaping and strengthening our nationally consistent managed services model.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span>Lead and manage service operations across the VNOC, Service Coordinators, and field service teams</span></li>\n<li><span>Ensure service delivery aligns with SLAs, KPIs, and customer commitments</span></li>\n<li><span>Act as the primary escalation point for major incidents and critical service issues</span></li>\n<li><span>Drive operational performance, service optimisation, and continuous improvement initiatives</span></li>\n<li><span>Oversee ITSM processes including Incident, Problem, Change, and Configuration Management</span></li>\n<li><span>Improve workflows, reporting, monitoring, and operational efficiencies</span></li>\n<li><span>Lead service reviews, reporting, and stakeholder communications</span></li>\n<li><span>Support capability development, coaching, and performance management across service teams</span></li>\n<li><span>Foster a collaborative, customer-focused culture built on ownership and accountability</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">About You</span></p>\n<p><span>You are an experienced service operations or service delivery leader with a strong understanding of SLA-driven environments and operational service management. You are calm under pressure, highly organised, and able to confidently lead teams through high-priority incidents and operational challenges.</span></p>\n<p><br></p>\n<p><span>You will ideally bring:</span></p>\n<ul>\n<li><span>Experience in a Service Operations Manager, Service Delivery Manager, or similar leadership role</span></li>\n<li><span>Strong understanding of ITSM principles and service delivery frameworks</span></li>\n<li><span>Experience leading Service Desk, NOC/VNOC, or technical support functions</span></li>\n<li><span>Strong stakeholder management and communication skills</span></li>\n<li><span>Experience driving operational improvements and service optimisation initiatives</span></li>\n<li><span>A proactive, solutions-focused leadership style</span></li>\n<li><span>ITIL certification is a must with ITIL 4 Foundation preferred</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 14pt; font-weight: bold\">Why Join Pro AV Solutions?</span></p>\n<ul>\n<li><span>National leadership opportunity within a growing managed services environment</span></li>\n<li><span>Collaborative and supportive team culture</span></li>\n<li><span>Opportunity to shape and improve operational service delivery nationally</span></li>\n<li><span>Exposure to enterprise customers and complex service environments</span></li>\n<li><span>A role where your leadership and operational expertise will directly influence customer outcomes and business performance</span></li>\n</ul>\n<p><br></p>\n<p><span>If you are passionate about service excellence, operational leadership, and building high-performing service teams, we would love to hear from you.</span></p>",
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    "jobOpeningName": "NSW Service Operations Manager",
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    "jobOpeningStatus": "Open",
    "minimumExperience": "Manager/Supervisor",
    "jobOpeningShareUrl": "https://proavsolutions.bamboohr.com/careers/287",
    "employmentStatusLabel": "Full-Time 7.6 hours"
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