Service Director IRL

Who We AreWith 25-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realise the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions weprovide.Position Summary:The Service Director provides strategic, operational and commercial leadership of the Service function, delivering safe, high-quality customer service and achieving agreed business objectives. Leading Service Managers and their teams, the role is accountable for service performance, customer retention, people development and financial results. The Director leads with integrity, accountability and transparency, building a collaborative culture and driving continuous improvement and sustainable growth.

Key Responsibilities

Develop and deliver the service strategy, operating plan and budget, aligning resources and priorities with customer commitments and business objectives.Lead, coach and develop Service Managers and their teams; set clear expectations, review performance and support recruitment, engagement, recognition and succession planning.Build trusted relationships with key customers, lead service reviews and manage significant escalations through to resolution, maintaining clear and timely communication.Oversee planned maintenance, reactive service and contracted support; ensure effective scheduling, resource utilisation, service quality and achievement of service level agreements.Deliver agreed revenue, gross margin and controllable cost targets; maintain accurate forecasts, review contract profitability and address financial variances with Finance.Partner with Sales and account teams to retain customers, renew service agreements and develop profitable service opportunities within agreed commercial authority.Standardise processes, strengthen service reporting and use performance data to improve productivity and customer outcomes; coordinate effective sales-to-service and operations-to-service handover.Champion safety, compliance and risk management, ensuring competent teams, appropriate controls and timely corrective action. Promote teamwork, ownership and honest communication.Experience and Core Competencies:Proven senior leadership of service operations in security, systems integration or a comparable technical service environment, including management of managers or multiple teams.Demonstrated success in financial management, customer relationships, service contracts and operational improvement; strong coaching, communication, analytical and decision-making skills.Relevant technical, business or trade qualification, or equivalent experience; commercial judgement, resilience and a fair, inclusive approach to developing people.Key Performance Indicators:Performance is assessed against agreed targets across four areas, with safety and compliance underpinning all results.CustomerCustomer satisfaction, retention, contract renewals and timely escalation resolution.OperationalSLA compliance, maintenance completion, field utilisation, embedded coverage where applicable, service quality and safety compliance.FinancialService revenue growth, gross margin, budget performance, forecast accuracy and cost control.PeopleColleague engagement and retention, development, succession readiness and performance review completion.The above statements reflect the general details necessary to describe the principle functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.What We OfferA competitive remuneration package, commensurate with experienceCompany vehicle provided (role dependent)Generous annual leave entitlementOngoing training and development opportunitiesClear progression pathways within ConvergintCorporate Social Responsibility (CSR) initiatives and paid CSR DayA supportive, inclusive, and values-driven company cultureand more...