General Manager Services

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The Company
This international organisation is a leading edge technology supplier to manufacturing processing companies in a range of industries. Across ANZ they continue to go from strength to strength, growing their market share and offering innovative solutions to customers. Due to this, they have created a critical role in their organisation as the GM Services to lead a large part of their organisation.

The Role
This is a business critical position, reporting to the CEO, and part of the executive leadership team in the organisation, responsible for the division with national coverage which includes approximately 20 people. This person will develop and lead the division specifically focused on customer development, people leadership and development, and leading the strategy for growth. This role is critical to the organisation and the regional team as it strives to provide optimal service to customers in the most efficient manner whilst growing the bottom line. Key responsibilities include:

1. Service Operation – Execution:
   • With P&L responsibility, oversee the people, sales, and customer service to achieve growth and customer experience requirements.
   • Maintain high levels of safety throughout the operation.
   • Lead Managers across 3 areas in the Service Division in ANZ to meet key metrics in operations including service levels, cost, safety, delivery, and continuous improvement.
   • Deliver excellence in Customer Service through coordination of end-to-end activities across operations.
2. Operations Strategy:
   • Review and implement an efficient operations strategy which will include optimising customers, developing clear objectives and metrics, assessing operations performance, and reviewing performance to ensure efficiencies are met.
   • Develop and maintain productive, customer-oriented relationships with internal stakeholders (including other divisions, business development, finance, HR, supply chain, etc).
   • Develop and maintain relationships with key operations partners to reduce cost and deliver maximum value.
   • Implementation of current and future key strategic projects relating to operations, including reviewing structure, capability, utilising resources, and setting clear objectives.
   • Build and develop a strategic plan (2-3 years) based on people and process capability, customers, continuous improvement, and engagement, that will deliver significant growth opportunities and efficiencies across the business.
3. Financial Management:
   • Manage the cost centre for the service division.
   • Drive a program of continuous cost reduction driven by financial management systems and a continuous pipeline of improvement projects (all levels).
   • Optimise major cost drivers for the function through development and use of effective control reports and regular variance analysis.
   • Report performance on an ongoing basis to the Regional Service Director and Australian MD.
   • Effective use of Project Management disciplines and tools when delivering transformation and change.

The Person

• Ideally tertiary qualified, preferably in a technical field such as engineering.
• Senior leadership background, able to think strategically and deliver through people and process.
• Extensive experience in a manufacturing capacity to understand the customers and to ensure the best outcomes for the Service division.
• Commercially astute, able to understand financial reports, manage a budget, and make commercial decisions.
• Strong communication, coaching, consultation, and negotiation skills with an ability to engage and influence internal stakeholders including senior executive level employees as well as line management and sub-contractors.
• Dynamic and not egotistical.
• Strong presence and professional in their presentation, able to gain attention quickly and be recognised as a strong leader in the business.
• Willingness to travel on an ad hoc basis.

If you would like more information on this role please call Matt Simpson on (03) 9823 7401.

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