Service Delivery Manager - VIC

Lead the people, resources and performance that keep Australia moving.

At Nationwide Group, we're committed to delivering innovative mobility and roadside assistance solutions that support customers when they need us most. As we continue to grow, we're looking for an experienced

Service Delivery Manager to lead our towing operations, ensure exceptional service delivery and build a high-performing contractor network.

Reporting to the Operations Manager, you'll be responsible for the leadership and performance of operational resources across your state, including Tow Truck Operators (TTOs), contractors and fleet capacity. You'll balance customer demand, operational performance, safety, contractor engagement and commercial outcomes to ensure we consistently deliver on our commitments.

This is a hands-on operational leadership role suited to someone who thrives in a fast-paced environment, enjoys working with people and is passionate about delivering outstanding customer and business outcomes.

Your Role

As Service Delivery Manager, you will lead the day-to-day delivery of towing operations, ensuring resources are effectively deployed to meet customer demand and service commitments. You will drive operational performance through the monitoring of response times, job completion outcomes, service quality and customer KPIs, while working closely with the Customer Service Dispatch Centre (CSDC) to maintain visibility of demand, resource availability and operational constraints. The role is responsible for leading the recruitment, onboarding, development and performance management of Tow Truck Operators and contractor partners, building strong relationships that support a sustainable and commercially viable operating model. You will forecast workforce and fleet requirements, manage fleet utilisation and resource allocation, and respond to customer escalations and service issues professionally and efficiently. In addition, you will monitor productivity, labour costs, overtime and resource efficiency to support commercial outcomes, while demonstrating visible safety leadership and ensuring compliance with company policies, legislative requirements, Chain of Responsibility (CoR) obligations and fatigue management standards. Using operational data, customer feedback, incidents and audit outcomes, you will identify and implement continuous improvement initiatives and support operational projects and change activities that strengthen service delivery capability across the business.

Who we are looking for

You'll be a confident and engaging leader who thrives in a fast-paced operational environment and is passionate about driving performance, developing people and delivering outstanding service outcomes. You bring proven experience leading operational teams within transport, logistics, field service or service delivery environments, along with strong leadership skills and a track record of coaching, developing and holding teams accountable for results. Experience working with contractors, owner drivers or outsourced workforce models will be highly regarded. You are an exceptional communicator with the ability to build strong relationships across customers, operations and support functions, while effectively managing competing priorities and navigating complex operational challenges. With a data-driven mindset, you leverage operational reporting and insights to improve performance, efficiency and decision-making, supported by a sound understanding of safety, compliance and operational risk management principles. Experience within the transport, automotive, roadside assistance or logistics sectors is highly desirable, while qualifications in Business, Management, Transport & Logistics or a related discipline will be well regarded.

Why join us?

We offer a competitive salary package aligned to your experience, along with a range of benefits designed to support your wellbeing and professional growth. Enjoy a collaborative workplace, ongoing development opportunities and the chance to be part of an organisation that values innovation, accountability and continuous improvement.

You can learn more about Nationwide Group at Nationwide Group Careers.

CLICK APPLY below and make sure you include a cover letter and resume.

Applicants will be required to provide evidence of their eligibility to work in Australia and consent to a criminal record check. Only shortlisted applicants will be contacted further.