Service Manager, Lock and Safe

National Lock & Safe Operation Leader

Based in Auckland and reporting to the General Manager – Northern Region, this is a high-impact opportunity to lead the national Lock & Safe operation. You'll take ownership of the operating rhythm that protects people and property while lifting customer experience, productivity, and profitability.

This is a hands-on, commercially focused leadership role where you'll drive strategy execution and P&L performance, build a strong national team culture, and ensure consistent, high-quality service delivery across every region. While the scope is national, the role also has a strong connection to the Northern Region and its customers, teams, and operational priorities.

Key Responsibilities

• People Operations: Lead and mentor supervisors, technicians, and subcontractors nationally; performance management, engagement actions, training matrices, capability uplift, and workforce planning (including on-call coverage).
• Drive P&L: Own budgeting, forecasting, cost control, margin protection, revenue growth, and corrective actions to deliver targets.
• Drive Strategy: Translate business strategy into national operating plans, standard work, and measurable initiatives (quality, productivity, growth, paperless/waste reduction).
• High-End Customer Management: Build and maintain executive-level relationships with key/major customers; resolve escalations; ensure contract compliance, variation capture, and billing for scope changes.
• Operational Excellence & Time Management: Optimise scheduling/dispatch support, route planning, job closure discipline, and inventory control; ensure consistent reporting and KPI delivery.
• Compliance, Quality & Safety: Ensure work meets Chubb standards, customer requirements, and NZ regulatory/industry standards; lead EHS and quality system adherence, including issue reporting/close-out (e.g., Donesafe).

About You

• Excellent people management skills, including coaching, performance management, workforce planning, and driving accountability.
• Excellent time management and prioritisation skills, with the ability to manage competing demands in a fast-paced operational environment.
• Strong commercial acumen with full P&L ownership (budgeting, forecasting, margin protection, cost control).
• Ability to translate strategy into clear operational plans and measurable outcomes.
• Strong stakeholder and executive-level customer relationship management skills.
• Service operations leadership experience across multi-site or national environments.
• Process improvement mindset with ability to implement and sustain standard work.
• Strong negotiation and contract management capability.
• Must be able to obtain and maintain required security clearances/licences relevant to customer sites and regulatory requirements, regardless of prior industry background.

Benefits and Perks

• Career development opportunities within a global organisation
• "Everyone is a Leader" workshops – Supporting your long-term career progression
• Supportive team culture
• Employee discount portal across thousands of retailers (including insurance, health and groceries)

We are committed to diversity and inclusion and welcome applicants from different backgrounds. This includes people with a disability, LGBTIQA+ and all cultural backgrounds.