We are seeking an experienced Service Delivery Manager to lead and manage the NSW Services & Maintenance (S&M) portfolio, the largest within the ETC RSS region in terms of scale and revenue. This full-time, permanent role is responsible for ensuring the successful delivery, financial performance, and contractual compliance of nine complex, safety-critical transport technology contracts.
Reporting into the regional leadership team, the Service Delivery Manager will provide end-to-end accountability for operational performance, customer satisfaction, and continuous improvement, while working closely with Engineering, Projects, Commercial, and Field Services teams.
Your responsibilities:
Service Delivery & Contract Governance
Provide overall accountability for the delivery of S&M contracts, ensuring compliance with SLAs, KPIs, safety, and regulatory obligations.
Lead contract performance management, including budget control, forecasting, risk management, and commercial governance.
Act as the senior escalation point for operational, technical, and customer issues.
Ensure adherence to ITIL-aligned incident, problem, change, and service continuity processes.
Operational Performance & Reliability
Drive service reliability and availability through structured maintenance strategies and data-driven decision making.
Monitor and analyse key performance indicators (e.g. availability, MTTR, MTBF, fault trends) and implement improvement plans.
Oversee asset lifecycle management in collaboration with Engineering and Field Services.
Customer & Stakeholder Management
Build and maintain strong, trust-based relationships with key government and industry clients.
Lead service review meetings, performance reporting, and governance forums.
Represent Kapsch as the primary operational interface for NSW S&M customers.
Financial & Commercial Management
Own the operational budget for the NSW S&M portfolio, including cost control, revenue assurance, and margin performance.
Support tendering activities, contract renewals, and variations in collaboration with Sales and Commercial teams.
Ensure accurate internal reporting and contribution to regional business planning.
People Leadership
Lead and develop operational and support teams, fostering a culture of safety, accountability, and continuous improvement.
Ensure workforce capability, succession planning, and skills development aligned with current and future contract needs.
Process Improvement & Compliance
Drive alignment with global Kapsch processes, tools, and governance frameworks.
Ensure compliance with safety, quality, and information security standards (including ISO-aligned practices).
Support transition of new projects into steady-state operations, ensuring operational readiness and supportability.
Your porfile:
Proven experience in a Service Delivery Manager, Operations Manager, or similar role within complex, multi-contract environments (ideally transport, infrastructure, or technology services).
Strong background in IT / OT service operations and Level 2/3 support environments.
Demonstrated capability in managing large portfolios with full accountability for performance, cost, and customer outcomes.
Sound knowledge of ITIL service management practices and contract governance.
Experience working with safety-critical systems and regulated environments.
Commercial acumen with the ability to manage budgets, forecasts, and contract performance.
Excellent stakeholder engagement skills, with the ability to operate confidently at executive and client level.
Leadership style that promotes collaboration, accountability, and continuous improvement.
What We Offer:
Hybrid and supportive team environment.
Ongoing professional development through internal and external learning platforms.
Employee Assistance Program for you and your immediate family.
Opportunities for career progression within an international organisation.
Paid Birthday Leave and Christmas Special Leave.
Company-sponsored social and end-of-year events.
How to apply:
We welcome all applicants with the required qualifications including Australia’s first peoples and those on bridging visa and permanent resident visa. Candidates progressing to the pre-employment stage must present evidence of right to work in Australia and consent to obtaining additional checks that may include identity, verification, reference checks, criminal background checks, visa/immigration checks, and verification of academic qualifications.
If this sounds like an opportunity that suits you, please click the link below to apply. We look forward to receiving your interest!
Please no agency applications.