NSW Service Operations Manager

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.

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.

About the Role

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. 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.

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.

Key Responsibilities

• Lead and manage service operations across the VNOC, Service Coordinators, and field service teams
• Ensure service delivery aligns with SLAs, KPIs, and customer commitments
• Act as the primary escalation point for major incidents and critical service issues
• Drive operational performance, service optimisation, and continuous improvement initiatives
• Oversee ITSM processes including Incident, Problem, Change, and Configuration Management
• Improve workflows, reporting, monitoring, and operational efficiencies
• Lead service reviews, reporting, and stakeholder communications
• Support capability development, coaching, and performance management across service teams
• Foster a collaborative, customer-focused culture built on ownership and accountability

About You

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.

You will ideally bring:

• Experience in a Service Operations Manager, Service Delivery Manager, or similar leadership role
• Strong understanding of ITSM principles and service delivery frameworks
• Experience leading Service Desk, NOC/VNOC, or technical support functions
• Strong stakeholder management and communication skills
• Experience driving operational improvements and service optimisation initiatives
• A proactive, solutions-focused leadership style
• ITIL certification is a must with ITIL 4 Foundation preferred

Why Join Pro AV Solutions?

• National leadership opportunity within a growing managed services environment
• Collaborative and supportive team culture
• Opportunity to shape and improve operational service delivery nationally
• Exposure to enterprise customers and complex service environments
• A role where your leadership and operational expertise will directly influence customer outcomes and business performance

If you are passionate about service excellence, operational leadership, and building high-performing service teams, we would love to hear from you.