Job Description

ISS IS A PLACE TO BE YOU

We have ambitious goals for how we work, how we impact our surroundings and how we treat our people. It’s you that makes the difference to making amazing places, and we believe everyone can influence change for the better.

”Connecting People and Places to Make the World Work Better”.

We are seeking an experienced and people‑focused Service Delivery Manager to lead the day‑to‑day delivery of services across our client sites. In this role, you will ensure services are delivered safely, efficiently and in full alignment with contractual, operational and customer expectations. This is a full-time position with an indicative salary of $90,000 plus superannuation.

As a key leader within our operations, you will build strong relationships with clients, support frontline teams, and drive continuous improvement to enhance service quality and customer satisfaction.

Key Responsibilities

• Service Delivery Oversight — Manage daily service delivery to ensure all contractual obligations are met in a cost‑effective and customer‑focused manner
• Team Engagement & HSE Leadership — Consult with staff on operational and HSE matters, actively seeking input to improve procedures and systems of work
• Contract Management — Review contract requirements regularly to ensure compliance and provide strategic advice to the Key Account Manager on variations
• Client Relationship Management — Build and maintain strong, professional relationships with clients, ensuring transparency and proactive communication
• Training & Competency — Ensure all personnel are trained, competent and performing duties to ISS standards, including coordination of site‑specific training
• Performance & KPI Management — Monitor and report on KPIs, escalating risks or issues to the Key Account Manager
• Continuous Improvement — Align and refine service improvement initiatives to enhance operational performance
• Reporting & Governance — Review management reports including QMR, HSE and audit findings, ensuring actions are completed and risks mitigated
• Leadership & Collaboration — Participate in regular management meetings and contribute to a culture of teamwork, safety and service excellence

What You’ll Bring

• Experience in service delivery, facilities management or a similar operational leadership role
• Strong understanding of HSE principles and a commitment to safe systems of work
• Proven ability to build relationships with clients and lead diverse teams
• Strong organisational, communication and problem‑solving skills
• Ability to manage competing priorities in a fast‑paced environment
• A proactive, solutions‑focused mindset with a passion for continuous improvement

Why Join Us

You’ll be part of a supportive, inclusive and high‑performing team that values professionalism, safety and customer experience. We offer:

• Career development and leadership pathways
• A collaborative and people‑first culture
• Opportunities to work across diverse client environments
• Training, support and access to ISS employee benefits

ISS is passionate about creating a culture that values inclusion and diversity, where all our people are treated fairly and respectfully. We encourage applications from Aboriginal and Torres Strait Islander peoples, Veterans, people with disability, people from different cultural backgrounds and lesbian, gay, bisexual, transgender, intersex, queer and asexual (LGBTIQA+) people.

We are an ethical employer, recognised by the industry for paying fairly and ensuring a safe working environment for all our staff. Read more about ISS in Australia and New Zealand on our website www.au.issworld.com