Job Title
Business Service Manager
Job Description

JOB DESCRIPTION

Job Title
Business Service Manager
Reports to
Service Director
Direct Reports
Currently 7
Department
Life Cycle Services
Job Overview
The Business Service Manager oversees multiple customer sites across ANZ, including domain warehousing customers in various segments, and leads the day-to-day management of the site-based teams. To name a few of the customer sites are The Iconic, HelloFresh, Harris Farm, Toyota Auto Parts, Asics, and Cotton-On. The scope of responsibilities includes personnel leadership, ensuring safety compliance, managing operations to meet service and maintenance benchmarks, addressing daily operational and technical issues, and maintaining quality standards. Additionally, the role is responsible for identifying and driving opportunities to improve operational processes across all sites. Beyond operations, the Business Service Manager plays a key role in managing contract financials, partnering with customer site leadership to grow the RMR, and developing structured account management strategies for each customer. This includes close collaboration with internal stakeholders to ensure commercial outcomes, customer satisfaction, and the success of long-term service partnerships. Reporting directly to the Service Director, the Business Service Manager serves as a key representative of Vanderlande, continuously enhancing and professionalising service teams. While typically working during standard business hours, the Business Service Manager must be available as needed to support site managers with escalations as required. The position will also require travel to customer sites throughout ANZ when necessary.

Responsibilities

• Full setup and management responsibility for all site-based service teams, covering personnel leadership, safety, operations, service delivery, quality, and financial performance.
• Directly lead and support individual contributors in their day-to-day activities, ensuring clarity of roles, accountability, and delivery against agreed outcomes.
• Build and sustain a positive, high-performance team culture aligned with Vanderlande’s core values.
• Drive efficient, effective, and compliant maintenance and service delivery operations across sites, including workforce planning, rosters, skill distribution, and maintenance scheduling.
• Take ownership of service contract financials, ensuring all aspects of delivery remain within budget, and actively manage contract margins with the clear expectation of meeting and exceeding profitability targets.
• Develop a capable and future-ready service team through structured training, skills development, and career growth opportunities.
• Act as the escalation point for operational or technical issues, ensuring swift resolution and minimal disruption to customer operations.
• Initiate and implement improvements, tooling, methodologies, processes, team culture and behaviour.
• Drive constant customer relationship improvements.
• Develop and execute a strategic account management plan, focusing on service excellence, contract retention, and long-term growth of lifecycle services.
• Partner with the Service Finance Controller to review and report on financial health, risk areas, and improvement actions across the contract portfolio.
• All aspects of WHS compliance.
• Liaise with suppliers and subcontractors where required.
• Ensure the necessary reports and records are kept, both internally and externally.
• Ensure all activities are carried out safely and comply with company policies and procedures.
• Any other reasonable duties as set out by the Service Director.

Qualifications & Skills

• Bachelor’s/master’s in engineering (Technical, Electrical/Mechanical) or relevant trade qualification.
• Strong customer focus – proven ability to build and maintain trusted relationships with customers, understand their business needs, and translate them into effective service delivery and long-term partnership success.
• Strong commercial mindset – demonstrated capability to manage service contract financials, optimise cost structures, and drive revenue growth, with a clear focus on achieving and exceeding margin expectations.
• Experience in a Service leadership role and/or Operations/Maintenance Manager experience.
• Natural leader with a combination of people & technical skills, with a proven record of effective people management in Service departments.
• Team player with excellent communication skills.
• Well organised and able to prioritise effectively.
• Able to work independently and with minimal supervision.
• Able to think and act on a long-term basis (5 years) – build, plan, and execute a vision.
• Entrepreneurial mindset, able to capture opportunities, with a strong drive for continuous improvement.
• Ability to travel when required.

Safety
Vanderlande takes the safety and well-being of its workers seriously. We expect all our employees and contractors to comply with relevant codes, standards, policies, procedures, and any other applicable guidance materials to ensure a compliant and healthy workplace, free from risks of injury or harm. To be successful at Vanderlande, you must have a safety-first mindset.
Diversity, Equity & Inclusion
Vanderlande is an equal opportunity and affirmative action employer. Qualified applicants will be considered without regard to race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.

• Full setup and management responsibility for all site-based service teams, covering personnel leadership, safety, operations, service delivery, quality, and financial performance.
• Directly lead and support individual contributors in their day-to-day activities, ensuring clarity of roles, accountability, and delivery against agreed outcomes.
• Build and sustain a positive, high-performance team culture aligned with Vanderlande’s core values.
• Drive efficient, effective, and compliant maintenance and service delivery operations across sites, including workforce planning, rosters, skill distribution, and maintenance scheduling.
• Take ownership of service contract financials, ensuring all aspects of delivery remain within budget, and actively manage contract margins with the clear expectation of meeting and exceeding profitability targets.
• Develop a capable and future-ready service team through structured training, skills development, and career growth opportunities.
• Act as the escalation point for operational or technical issues, ensuring swift resolution and minimal disruption to customer operations.
• Initiate and implement improvements, tooling, methodologies, processes, team culture and behaviour.
• Drive constant customer relationship improvements.
• Develop and execute a strategic account management plan, focusing on service excellence, contract retention, and long-term growth of lifecycle services.
• Partner with the Service Finance Controller to review and report on financial health, risk areas, and improvement actions across the contract portfolio.
• All aspects of WHS compliance.
• Liaise with suppliers and subcontractors where required.
• Ensure the necessary reports and records are kept, both internally and externally.
• Ensure all activities are carried out safely and comply with company policies and procedures.
• Any other reasonable duties as set out by the Service Director