Operations Manager – Service & Projects (HVAC)

Company Overview

We are a well-established and highly regarded group of specialist businesses operating within the HVAC (heating, ventilation and air conditioning) industry in Sydney. With a strong track record across commercial, industrial, high-rise residential buildings, schools and aged care, our business is built on quality, innovation, safety and a genuine commitment to our clients. As we continue to grow, we are seeking an experienced professional to join our team.

Job Summary

We are seeking an experienced Operations Manager to lead our Service and Projects divisions. The role holds overall accountability for the operational, commercial and financial performance of both divisions, including people, customers, project delivery, service delivery, profitability and growth. Reporting to the COO and CEO, the Operations Manager will take ownership of the day-to-day operation of the divisions while working with senior management to improve systems, develop the team and grow the business. This is a hands-on leadership role for someone who understands HVAC, projects and service, can lead people, deal directly with customers, and take ownership when problems need to be resolved.

Key Responsibilities

Leadership & Operations

• Lead the day-to-day operation of the Service and Projects divisions.

• Manage and support Service Managers, Project Managers, supervisors, technicians and administration staff.

• Ensure projects and service works are properly planned, resourced and delivered.

• Maintain visibility over workload, labour requirements, subcontractors and upcoming commitments.

• Identify operational problems early and drive them through to resolution.

• Build accountability across the team and ensure agreed actions are completed

Commercial & Financial

• Take ownership of the financial performance of both divisions, including revenue, gross margin, overheads and profitability against agreed budgets.

• Review monthly P&L performance and understand the reasons behind movements in revenue, margin and profit.

• Maintain accurate project cost-to-complete forecasts and identify margin erosion early.

• Ensure variations, additional works and contractual entitlements are identified, priced and claimed.

• Support strong cash flow through timely invoicing, progress claims and project close-out.

• Improve productivity and reduce unnecessary operational costs.

Service Division

• Drive the performance and growth of the service and maintenance division.

• Improve technician utilisation and productivity while maintaining high levels of customer service and response times.

• Grow preventative maintenance agreements and recurring service revenue.

• Improve retention of existing service customers and identify upgrade and replacement opportunities.

• Ensure breakdowns, quoted works and maintenance activities are properly managed and followed through.

Projects & Upgrade Works

• Provide leadership and commercial oversight across project and upgrade works.

• Review project performance with Project Managers, including budgets, programs, procurement plans and labour forecasts.

• Monitor project margins throughout delivery, not simply at completion.

• Ensure variations and commercial issues are identified and addressed early.

• Drive timely commissioning, documentation, defects close-out and final account completion.

• Hold Project Managers accountable for the commercial and operational performance of their projects.

People Leadership

• Build a strong, accountable and performance-focused team with clear expectations for managers and staff.

• Develop the capability of Service Managers, Project Managers and supervisors through practical coaching and regular performance reviews.

• Assist with recruitment, workforce planning and succession planning.

• Create an environment where problems are raised early rather than hidden.

• Recognise strong performance while addressing poor performance when required.

Customers & Business Growth

• Build and maintain strong relationships with key customers and become a senior point of contact for important accounts and contracts.

• Support estimating and sales activities for major opportunities.

• Identify opportunities to grow existing customer accounts and generate repeat business.

• Work with senior management on the growth strategy for service, maintenance, upgrade works and projects.

Systems, Compliance & Reporting

• Establish and maintain clear KPIs covering revenue, margin, labour, productivity, pipeline, project performance and service performance.

• Ensure company systems are used correctly and operational information is accurate and timely.

• Ensure works comply with tender specifications, Australian Standards, the National Construction Code (NCC/BCA), WHS requirements and company procedures.

• Continually improve processes where they create unnecessary work or fail to provide useful information.

Key Performance Indicators

• Service and Projects revenue, gross margin and profit targets.

• Project forecast accuracy and achievement or improvement of cost-to-complete margins.

• Service revenue growth, recurring maintenance revenue and customer retention.

• Technician and labour utilisation and productivity.

• Timely identification and recovery of variations and additional works.

• Project cash flow, invoicing, commissioning and close-out performance.

• Client retention, repeat business and customer satisfaction.

• Safety and compliance performance.

• Team accountability, retention and leadership capability.

Selection Criteria

Essential

• Minimum 5 years’ experience in an Operations Manager, Service Manager, General Manager or similar senior HVAC management role.

• Strong and demonstrated experience within the HVAC&R industry.

• Experience leading both people and financial performance in a service, projects or contracting environment.

• Strong understanding of HVAC service and maintenance operations.

• Experience delivering HVAC projects and upgrade works.

• Experience managing Project Managers, Service Managers, supervisors and field staff.

• Strong understanding of project costing, budgets, cost-to-complete, gross margin and divisional P&L performance.

• Strong commercial awareness with the ability to identify operational and financial risk early.

• Strong customer management, communication and leadership skills.

• Sound understanding of Australian Standards, the NCC/BCA and WHS requirements relevant to HVAC delivery.

Highly Regarded

• Building Management & Control Systems (BMCS) experience.

• Mechanical fire systems and HVAC commissioning experience.

• Experience across commercial buildings.

• Preventative maintenance contract experience.

• HVAC upgrade and replacement project experience.

• Business improvement or divisional growth experience.

What Success Looks Like

• Projects achieve or improve their forecast margins.

• Service revenue and recurring maintenance revenue grow profitably.

• Technician and labour productivity improve.

• Cost-to-complete forecasting is accurate and margin risks are identified early.

• Variations are identified, priced and claimed early.

• Project cash flow and project close-out improve.

• Customer retention and repeat business remain strong.

• Managers take greater ownership and accountability for their areas.

• Operational problems are identified and resolved before they become major commercial issues.

• Agreed revenue, gross margin and profit targets are consistently achieved.

The Person We Are Looking For

We are looking for an experienced HVAC leader who understands that good operations is about more than keeping people busy. You should be comfortable moving between reviewing a P&L, challenging a project forecast, helping a Service Manager solve a resourcing problem, meeting an important customer and working with the leadership team on the future direction of the business. You will be given genuine responsibility and will be expected to take ownership of the performance of the divisions you lead.