Job Description

Johnson Controls, a global leader in thermal management, mission-critical building systems, energy efficiency, and decarbonization, helps customers use energy more productively, reduce carbon emissions, and operate with the precision and resilience required in rapidly expanding industries such as data centers, healthcare, pharmaceuticals, advanced manufacturing, and higher education.

For more than 140 years, Johnson Controls has delivered performance where it really matters. Backed by advanced technology, lifecycle services and an industry-leading field organization, we elevate customer performance, turn goals into real-world results and help move society forward.

About this opportunity

• Permanent full-time opportunity

• Attractive base + super + car allowance

• Career and training opportunities

The Service Operations Manager is responsible for overseeing the financial management and operational reporting and oversight for the VIC service branch, to ensure that the Service team functions effectively and meets financial plan and growth outcomes.

The Service Operations Manager brings a strong financial acumen, thrives in a dynamic environment, and manages operations efficiently. They report to the Service Team Manager – VIC.

Key Responsibilities

• Manages budgets relating to service delivery operations and ensures financial plan is achieved or exceeded for each respective financial year.

• Analyses financial performance and operational processes to identify areas for optimisation and nurture a culture of growth and of continuous improvement.

• Ensures services are delivered in accordance with established SLAs and contractual obligations.

• Delivers critical financial forecasting and reporting to both customers and internal stakeholders.

• Coaches Service team members to achieve profitable outcomes and provides guidance and support for Service Sales team.

• Service Excellence: takes joint responsibility for delivering VIC Service Branch outcomes together with the Service Team Manager and Service Delivery Manager. Supports the branch to deliver monthly / quarterly Outlook reporting for PSA, L&M, Rev/xGM, and Utilisation.

• Financial & Operational Excellence: manages budgets relating to service delivery operations and ensures financial targets are met. Analyses financial performance and identifies areas for cost optimisation and efficiencies to improve performance. Drives the team to achieve operational KPIs, such as executed margin (%), labor utilisation, Day to invoice, Cash collections and other deliverables.

• Invoicing & WIP Management: assists service administration with invoicing to achieve accounting deadlines and budgets. Works to minimise Work in Progress (un-invoiced) jobs every month and reconciles exceptions.

• L&M Pipeline Management: drives L&M pipeline management activities, including weekly L&M WIP review and quote review reports.

• PSA Renewals: oversees PSA renewal activities including PSA backlog review, onboarding, estimating and renewing PSA’s.

• Customer Account Reviews: conduct customer account reviews focusing on profitability, GM and GM% activities. Develop and implement account management strategies, targeting specific industries or vertical based on both current and future business requirements.

• Strategic Planning: identifies strategies to enable sustainable growth in the VIC Service business in tandem with overall National Service business objectives. Develops annual budget together with the Service Team Manager and deploys planned strategies to successfully achieve plan.

• Process Improvement: implements processes to enhance the efficiency and effectiveness of service operations and continually gathers feedback for improvement. Measures outcomes against best practice to further improve service delivery quality.

• Account Management & Dispute Resolution: support of accounts as required to chase outstanding debtors and sort disputes as they arise.

• Cross-Functional Communication & Collaboration: effectively collaborates with other teams, to enhance operational efficiencies and ensure alignment with business objectives.

• Risk Management: identifies potential risks and challenges, developing mitigation strategies to minimise impact and ensure outcomes.

• Reporting and Documentation: prepares reports on service performance, financial and operational metrics to management. Maintains accurate documentation.

Culture:

Across our branches in Australia, our employees enjoy working within JCI because there is a supportive diverse culture, with a highly skilled workforce, accessibility to world class leading products with opportunities for individual growth and progression.

What we look for

• 8+ years' experience in Industrial Refrigeration environments. Related Technical qualification – Trade Qualifications in HVAC.

• Previous experience as a Service or Operations Manager would be a preference but we are open to speaking with people wanting to step into this role.

• Focused, collaborative and passionate about the execution of projects, and thrives in complex environments.

• Strong leadership/supervisory skills with an ability to influence team collaboration focused on outcomes.

• Excellent analytical / problem solving and interpersonal skills.

• Commercial contractual competence with a proven capability to mitigate and manage conflict to resolution.

• Advanced computer / MS Windows skills, to include software applications such as MS Projects, PowerPoint, Excel, Access, etc.

If you are interested in this role, please click the Apply now button

JCI’s Diversity & Inclusion

Our dedication to diversity and inclusion starts with our values. We lead with integrity and purpose, focusing on the future and aligning with our customers’ vision for success. Our High-Performance Culture ensures that we have the best talent that is highly engaged and eager to innovate. ​​​​​​ Our D&I mission elevates each employee’s responsibility to contribute to our culture. It’s through these contributions that we’ll drive the mindsets and behaviors we need to power our customers’ missions. You have the power. You have the voice. You have the culture in your hands