Service Delivery Manager - Towing- WA

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. As a Service Delivery Manager you will be require to;

• Drive operational performance by monitoring response times, job completion outcomes, service quality and customer KPIs.
• Partner with the Customer Service Dispatch Centre (CSDC) to manage demand, resource availability and operational constraints.
• Lead the recruitment, onboarding, development and performance management of Tow Truck Operators and contractor partners.
• Build and maintain strong relationships with operators and contractors to support a sustainable and commercially viable operating model.
• Forecast workforce and fleet requirements to meet operational demand.
• Manage fleet utilisation and resource allocation to maximise efficiency.
• Demonstrate visible safety leadership and ensure compliance with company policies, legislative requirements, Chain of Responsibility (CoR) obligations and fatigue management standards.
• Analyse operational data, customer feedback, incidents and audit outcomes to identify improvement opportunities.
• Lead and implement continuous improvement initiatives to enhance operational performance and service delivery.
• Support operational projects and change initiatives that strengthen business capability and customer outcomes.

About you:

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.

• Proven leadership experience in transport, logistics, field service or service delivery environments.
• Demonstrated ability to lead, coach and develop high-performing operational teams.
• Strong track record of driving performance and holding teams accountable for results.
• Experience working with contractors, owner drivers or outsourced workforce models is highly regarded.
• Excellent communication and relationship-building skills across customers, operations and support functions.
• Ability to manage competing priorities and navigate complex operational challenges in a fast-paced environment.
• Data-driven approach with experience using operational reporting and insights to improve performance and decision-making.
• Sound understanding of safety, compliance and operational risk management principles.
• Passion for delivering exceptional customer service and continuous operational improvement.
• Experience within the transport, automotive, roadside assistance or logistics industries is highly desirable.
• Qualifications in Business, Management, Transport & Logistics or a related discipline will be well regarded.

About Us

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.

We offer a competitive salary package that reflects your skills and experience, along with a range of benefits designed to support your well-being and career advancement including:

• A flexible work environment.
• Discounts on RACV products and services
• Opportunities for professional development.
• Vibrant workplace culture that celebrates achievements
• Leadership programs and workshops

You can learn more about Nationwide Group at Nationwide Group Careers

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

About Nationwide Group

Nationwide Group is the largest provider of emergency roadside assistance and specialist towing and transport solutions in Australia.

Operating in Victoria,NSW,ACT, Queensland, and Western Australia, Nationwide Group is an industry-leading and award-winning certified business with a workforce in excess of 700 representatives, including 400+ drivers operating 24 hours a day, 365 days a year.

We believe in:

• Innovation - seek to create a better way.
• Accountability - own it, see it through.
• Care - challenge yourself and others to grow
• Teamwork - together, we achieve more

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