Job Description
We are seeking a highly motivated and operationally focused Network Delivery Manager to lead the delivery of exceptional roadside service outcomes across our service network. Based in Sydney Olympic Park, this role plays a critical part in ensuring the effective coordination of roadside resources, service providers, and operational teams to deliver outstanding member experiences while optimising business performance.
Important Information:
In office requirements: True hybrid role, with a minimum requirement to come into Sydney Olympic Park once every 3 weeks + occasionally more if required.
Shift Work: Must be able to do a rotating 3-week roster working between 6am-10pm, 7 days a week.
Direct reports: 9 Service Coordinators
Opportunity: 6 months full-time contract with potential to extend
What you'll do
Lead Service Delivery: Drive operational performance and customer outcomes across the roadside network.
Optimise Resources: Oversee workforce planning, rostering and real-time resource allocation.
Enhance Customer Experience: Ensure exceptional member outcomes through effective issue resolution.
Develop High-Performing Teams: Lead, coach and grow team capability and performance.
Manage Critical Operations: Provide leadership during incidents and business continuity events.
Drive Continuous Improvement: Improve processes, systems and service delivery performance.
Build Stakeholder Partnerships: Collaborate with internal and external partners to deliver seamless service.
What you'll bring
You're a customer-focused operational leader who thrives in fast-paced environments and has a passion for leading people, solving complex problems, and delivering exceptional service outcomes.
Operational Leadership – Experience leading teams in a fast-paced, 24/7 customer service, operations or service delivery environment.
People Leadership – A proven ability to coach, develop and inspire high-performing teams to achieve strong business outcomes.
Workforce Planning – Experience managing resources, forecasting demand and optimising workforce performance.
Problem Solving & Decision Making – Strong analytical skills with the ability to make sound decisions in complex operational environments.
Resilience & Adaptability – Comfortable managing competing priorities and responding effectively in high-pressure situations.
Stakeholder Management – Exceptional communication skills with the ability to build strong relationships across a diverse stakeholder group.
Customer Focus – Passionate about delivering exceptional customer experiences and driving continuous improvement.
Systems & Technology – Experience leveraging operational systems, data and technology to improve service delivery and performance.
Incident Management – Flexible and responsive, with the ability to support critical operational incidents and business continuity events.
As part of our recruitment process, successful applicants will be required to complete pre-employment checks.
What's in it for you?
At the NRMA we aren't just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!
Progressive flexibility and well-being benefits to balance all of life's priorities
Complimentary myNRMA Rewards membership including discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
Employee referral program where you may be eligible for a referral bonus of up to $2,000
Potential to grow, progress or relocate your career and move around the NRMA Group or different locations with us.
Know You Belong
We're for inclusion, diversity and representing the members, guests, customers and communities we serve. That's why we welcome applications from First Nations peoples, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be part of our team.
Join the NRMA and help us deliver exceptional roadside experiences for members when they need us most. Apply now!
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