Service Delivery Manager

$120K+ | Career Pathway | Security & Concierge Services

Stonefish Careers has been engaged to recruit a high-calibre Service Delivery Manager for our client, a leading provider of protective services across multiple sites. With a reputation for professionalism and innovation, they deliver both high-level security and concierge services to a diverse client base.

This is a career-defining opportunity for a service delivery professional who thrives in a leadership role, with a clear pathway to General Manager for the right person.

The Role

As Service Delivery Manager, you will be responsible for the seamless execution of service contracts, ensuring operational excellence, client satisfaction and commercial performance. You’ll lead a Service Delivery & Operations Manager reporting into you, while working closely with the executive team on strategy, compliance and continuous improvement.

Key Responsibilities

Operational Leadership

Oversee day-to-day delivery of guarding and mobile patrols across contracted sites.

Ensure services are delivered on time, within scope, and aligned with KPIs.

Drive operational improvements and efficiencies in consultation with senior leadership.

Client Engagement & Account Management

Build and maintain professional relationships with key client stakeholders.

Act as the first point of escalation for service-related issues and resolve proactively.

Provide insights and recommendations to improve client outcomes.

Workforce & Roster Management

Oversee rostering to ensure efficient staffing and compliance with labour laws.

Respond proactively to absenteeism, vacancies, and incidents.

Support onboarding and deployment of new staff to ensure readiness.

Performance & Compliance Oversight

Conduct site audits and quality assurance checks to maintain service standards.

Monitor staff performance, training records, and incident reporting.

Ensure full compliance with WHS, industry regulations, and client-specific requirements.

Financial & Budgetary Control

Manage operational budgets including labour, equipment, and incidentals.

Monitor contract profitability and address cost overruns.

Support tender submissions and contract reviews.

Team Leadership & Development

Lead, mentor, and coach site supervisors and frontline teams.

Partner with HR on performance management, development, and succession planning.

Foster a positive culture aligned with values of integrity, service, and professionalism.

About You

Proven experience in security operations and service delivery (concierge exposure highly regarded).

Strong IT and systems knowledge (Tracktik, SimPro, Guardhouse, Google/Microsoft Suite, Monday.com).

Commercially astute with financial management capability (invoicing, P&L, reporting).

A hands-on leader who retains knowledge, leads by example, and doesn’t shy away from getting involved.

Excellent client relationship skills and HR management experience.

What’s on Offer

Excellent salary.

A clear succession pathway.

A high-profile role with direct impact on client satisfaction and business performance.

The chance to join a respected protective services provider committed to quality and innovation.

If you are a proven service delivery professional ready to step into a leadership role with a clear career trajectory, we’d love to hear from you.

For a confidential discussion please contact Anthony Tuite 0488 774 099 or Jeremy Paterson 0410 146 167.