Service Operations Manager

Drive the Customer Satisfaction for Victoria's largest residential builders.

Mirrastone is one of Australia's largest and fastest-growing residential building companies, proudly ranked #1 builder in Victoria. Since 2005, we've helped thousands of families achieve home ownership through our portfolio of leading brands, including Sherridon Homes, Royston Homes, SOHO Living, and more.

We're looking for an experienced Service Manager to lead the operational coordination of our Service & Warranty function across Victoria.

This is a fast-paced leadership role focused on workflow management, scheduling, contractor performance, customer outcomes, and operational efficiency. Working closely alongside the Warranty Manager, you'll ensure service requests move efficiently from allocation through to completion while continually improving turnaround times and customer satisfaction.

About the Role

Reporting to the General Manager - Service & Warranty, you will be responsible for overseeing the operational delivery of post-handover service works across Victoria.

Predominantly office-based, you'll coordinate the daily flow of service requests, manage contractor performance, oversee resource planning and scheduling, monitor service levels, and ensure jobs progress efficiently through to completion.

You'll work in partnership with the Warranty Manager, who oversees the field-based Supervisors and inspection activities, allowing you to focus on operational performance, service delivery, and continuous improvement.

Key Responsibilities

• Manage the end-to-end operational delivery of post-handover service works.

• Coordinate workflow from job allocation through to completion.

• Monitor service levels and ensure claims are progressing within agreed timeframes.

• Manage contractor engagement, performance, attendance, and accountability.

• Drive improvements in cycle times by identifying and removing operational bottlenecks.

• Ensure scheduling and resource allocation to maximise efficiency across Victoria.

• Work closely with the Warranty Manager to ensure seamless coordination between office operations and field delivery.

• Manage customer escalations and assist in resolving complex service matters.

• Monitor quality outcomes and minimise repeat attendances.

• Review contractor costs and manage cost recovery and back-charging where appropriate.

• Prepare reporting on workload, completions, delays, contractor performance and operational KPIs.

• Collaborate with Procurement and Construction to improve supplier and trade performance.

About You

We're looking for someone who enjoys creating structure, improving processes, and keeping large volumes of work moving efficiently.

You'll ideally have:

• Previous experience in a Service Operations, Warranty Operations, Customer Service Operations, or residential construction operations leadership role.

• Strong understanding of residential building and post-handover service processes.

• Experience coordinating subcontractors, trades, or operational delivery teams.

• Excellent planning, scheduling, and organisational skills.

• Strong commercial acumen with experience managing contractor performance and costs.

• Excellent communication and stakeholder management skills.

• A continuous improvement mindset with the ability to identify inefficiencies and implement practical solutions.

• The ability to remain calm while managing competing priorities in a fast-paced environment.

Why Join Mirrastone?

• Join Victoria's #1 residential builder.

• Play a key leadership role in improving the customer experience after handover.

• Work alongside experienced operational leaders within a collaborative Service & Warranty team.

• Genuine opportunity to influence processes and drive operational improvements.

• Long-term career opportunities within one of Australia's largest residential building groups.

• Employee benefits, staff discounts, and a supportive team culture.

As a market leader, Mirrastone can offer a variety of progression within the company for the excelling employee. Why not take the opportunity and meet with us?

Apply online today with your CV and cover letter.

Please note: You must have unlimited Australian work rights to be considered for this role, as well as being able to interview in person.

To all our agency partners and other prospective recruiters, we are confident of fulfilling this role ourselves.