Service Manager, Lock and Safe

About the role

With over 200 years of heritage, Chubb is a global leader in fire and security solutions, dedicated to protecting what matters most and giving our customers peace of mind. As part of APi Group, a global leader in safety and specialty services, Chubb brings industry‑leading expertise, trusted reliability, and forward‑thinking technology to every customer and community we serve. Based in Auckland and reporting to the General Manager - Northern Region, this is a high-impact opportunity to lead the national Lock & Safe operation. You'll take ownership of the operating rhythm that protects people and property while lifting customer experience, productivity, and profitability. This is a hands-on, commercially focused leadership role where you'll drive strategy execution and P&L performance, build a strong national team culture, and ensure consistent, high-quality service delivery across every region. While the scope is national, the role also has a strong connection to the Northern Region and its customers, teams, and operational priorities.

Responsibilities

• People Operations: Lead and mentor supervisors, technicians, and subcontractors nationally; performance management, engagement actions, training matrices, capability uplift, and workforce planning (including on-call coverage).
• Drive P&L : Own budgeting, forecasting, cost control, margin protection, revenue growth, and corrective actions to deliver targets.
• Drive Strategy: Translate business strategy into national operating plans, standard work, and measurable initiatives (quality, productivity, growth, paperless/waste reduction).
• High-End Customer Management: Build and maintain executive-level relationships with key/major customers; resolve escalations; ensure contract compliance, variation capture, and billing for scope changes.
• Operational Excellence & Time Management : Optimise scheduling/dispatch support, route planning, job closure discipline, and inventory control; ensure consistent reporting and KPI delivery.
• Compliance, Quality & Safety: Ensure work meets Chubb standards, customer requirements, and NZ regulatory/industry standards; lead EHS and quality system adherence, including issue reporting/close-out (e.g., Donesafe).
• About You
• Excellent people management skills, including coaching, performance management, workforce planning, and driving accountability.
• Excellent time management and prioritisation skills, with the ability to manage competing demands in a fast-paced operational environment.
• Strong commercial acumen with full P&L ownership (budgeting, forecasting, margin protection, cost control).
• Ability to translate strategy into clear operational plans and measurable outcomes.
• Strong stakeholder and executive-level customer relationship management skills.
• Service operations leadership experience across multi-site or national environments.
• Process improvement mindset with ability to implement and sustain standard work.
• Strong negotiation and contract management capability.
• Must be able to obtain and maintain required security clearances/licences relevant to customer sites and regulatory requirements, regardless of prior industry background.
• Benefits and Perks
• Career development opportunities within a global organisation
• "Everyone is a Leader" workshops - Supporting your long-term career progression
• Supportive team culture
• Employee discount portal across thousands of retailers (including insurance, health and groceries)
• We are committed to diversity and inclusion and welcome applicants from different backgrounds. This includes people with a disability, LGBTIQA+ and all cultural backgrounds
• Additional Information
• About Us, Our Culture & What We Can Offer You
• #BR-CB

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