Senior Manager - Customer Support (Service Delivery)
Core
Lead technical service delivery teams to ensure operational performance, customer satisfaction, and system reliability for airport and logistics automation systems in Australia and New Zealand.
Role type
Senior Manager, Service Delivery (Engineering Operations)
Builds
Maintenance, troubleshooting, system optimisation, and lifecycle support for automated intralogistics systems
Domain
Industrial automation, logistics, airport systems, material handling
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical leadership, field service operations, maintenance & reliability management, stakeholder management, performance & KPI management, continuous improvement, financial & commercial acumen, strategic problem solving, change leadership
Preferred skills
Mechanical/Electrical/Mechatronics engineering background, industrial automation experience, project management, ITIL, Lean, Six Sigma
Technologies
Automated intralogistics systems, airport automation systems
Responsibilities
Lead and develop technical service delivery teams across Australia and New Zealand; Oversee maintenance, fault diagnosis, troubleshooting, and performance of installed systems; Ensure service delivery meets contractual obligations, SLAs, and uptime targets; Act as the escalation point for complex technical and operational issues; Monitor and improve service performance metrics, operational KPIs, and system reliability; Drive continuous improvement initiatives to enhance service quality, efficiency, and customer outcomes; Support upgrades, retrofits, and optimisation programs throughout the system lifecycle; Partner with engineering, project, supply chain, sales, and customer stakeholders to deliver integrated outcomes; Lead, coach, and develop technical leaders and specialists across the Customer Support function; Support resource planning, financial performance, and operational efficiency initiatives; Ensure compliance with all safety, quality, and company standards.
Seniority
Senior Manager, hands-on leadership