Strategic Service Delivery Manager

Excellent Salary for the right candidate We are Australia's largest privately owned housing maintenance company, delivering essential maintenance services to Public Housing and Community Housing providers nationwide. Our work supports the upkeep of critical government assets, and our reputation is built on accountability, quality outcomes, and operational excellence. Our values — Performance Driven, Account, Customer Focused, Teamwork, and Safety First (PACTS) — underpin everything we do. Big enough to deliver and small enough to care, our vision is to be Australia's best housing maintenance company, every day. The Opportunity We are seeking a Strategic Service Delivery Manager to support the evolution and continuous improvement of our Western Australian operations. Reporting to the State Manager, this role is pivotal in reviewing, analysing, and improving the end-to-end delivery of responsive, planned, and project-based maintenance services across the State. This is not a traditional line‑management role. Instead, it is a senior, influential position designed for a strategic thinker and change leader — someone who can work alongside operational leaders to uplift systems, structures, and performance without disrupting reporting lines. You will play a key role in shaping how we deliver services today and into the future. Key Responsibilities Review and analyse current service delivery models across maintenance and project streams. Identify and lead strategic improvement initiatives to enhance efficiency, quality, and scalability. Partner closely with the State Manager and operational leaders to support long‑term delivery planning. Assess workflows, organisational structures, and operational processes, recommending practical improvements. Identify opportunities for cost efficiency and improved commercial outcomes while maintaining service quality. Evaluate subcontractor models and performance, recommending optimisation strategies. Review operational systems (job management, scheduling, reporting) to ensure fit‑for‑purpose capability. Develop meaningful operational reporting, dashboards, and insights to support data‑driven decision‑making. Ensure all improvements maintain contractual, regulatory, and internal compliance. Embed safety‑first thinking into all service delivery redesign and improvement initiatives. Provide informal leadership, coaching, and guidance to teams throughout periods of change. About You You are a confident and collaborative operational leader with a strong track record in service delivery improvement and transformation. You are comfortable influencing peers, presenting to senior leaders, and challenging the status quo constructively to achieve better outcomes. You bring a balance of strategic thinking and operational pragmatism, with the resilience and credibility to lead change in complex, high‑volume environments. Key Requirements Qualifications Tertiary qualifications in Business, Operations Management, Engineering, Construction Management, or a related field. Experience & Skills 7+ years’ experience in operational management within maintenance, construction, or facilities services environments. Demonstrated experience leading service delivery improvement or transformation initiatives. Strong understanding of responsive, planned, and project-based maintenance operations. Proven ability to analyse complex operational data and translate insights into actionable strategies. Experience working with subcontractor delivery models and field-based teams. High-level stakeholder engagement, influencing, and communication skills. Personal Attributes Strategic and analytical, with strong attention to operational detail. Collaborative and respectful, able to influence without direct authority. Adaptable, pragmatic, and solutions-focused. Resilient and confident in driving change. Excellent written, verbal, and visual communication capability. Why Join Us? A senior, high-impact role with the opportunity to shape how services are delivered across WA. Unlock job insights. Salary match, Number of applicants, Skills match. Your application will include the following questions: Which of the following statements best describe your right to work in Australia? What is your expected base annual salary? Have you had prior experience working in a strategic operational role? Have you had prior experience working with public and community housing before or other government contracts? Have you had prior experience in change management? Facilities Management & Outsourced Services Ricci Schwarzler and Darren Nicholson began Lake Maintenance with a simple idea: what if there was a privately owned alternative to the big maintenance service providers? One that worked closely with local trades and communities, whilst offering the training programs, safety procedures and quality accreditations of a large company. An organisation that never stopped innovating to achieve its bold vision: Australia's best housing maintenance company, everyday. Now Australia's largest privately owned maintenance company, we work with Public Housing, Community Housing and Insurance organisations across the country. On a typical day, we work with 3,000 skilled subcontractors to complete 1,000 orders. We've now conducted 50,000 property inspections. Developed rich data and adaptive systems to help clients manage their assets. Set up community initiatives and tenant employment programs. Starred in major awards, including Telstra's Safety Award and Australian Construction Magazine's Platinum Award for Excellence. Source: this is an extract from the company's own website. #J-18808-Ljbffr