Service Delivery Manager

• Lead leaders and develop talent across a critical national freight operation
• Shape service delivery across seven coal rail systems in Queensland and New South Wales
• Safely Every Day — That’s Our Promise

Join Pacific National – Australia’s largest private rail freight operator

Every day we transport millions of tonnes of critical freight around the country for our customers. We haul coal, intermodal containers, steel, and bulk commodities that keep Australia moving.

We’re looking for a Service Delivery Manager to join our Coal Planning team in Sydney. This is an opportunity to lead an experienced team, influence operational performance and make a meaningful impact across our Coal business.

What You’ll Do

Lead the teams coordinating approximately 300 train trips each week, balancing safe operations, customer commitments and the changing demands of a complex rail network.

Reporting to the Regional Planning Manager – Coal, you will:

• Lead and coach five Service Delivery Superintendents, supporting a broader team of approximately 50 people.
• Guide complex operational decisions, helping teams respond to disruptions and manage changes to the service plan with safety at the forefront.
• Identify network constraints and opportunities to improve service reliability, efficiency and delivery against customer contracts.
• Use performance data to drive improvements in systems, processes and ways of working across Queensland and New South Wales.
• Ensure teams have the resources, training and tools to coordinate train services safely and effectively.
• Build strong partnerships across Planning, Operations, Commercial, Customer and Maintenance teams.
• Create an engaged, accountable team culture and develop future leaders through coaching and succession planning.

What You’ll Bring

You’re an experienced operational leader who brings clarity to complex situations, builds capable teams and turns improvement opportunities into results.

You’ll bring:

• Proven leadership experience in operational service delivery within rail, heavy transport or a comparable logistics environment.
• The ability to lead through others, coach leaders and build a positive, collaborative culture.
• Sound judgement and strong problem-solving skills in a dynamic operating environment.
• A demonstrated safety mindset and commitment to delivering for customers.
• Experience using performance data to improve operational outcomes and lead meaningful change.
• Strong business partnering skills, with the ability to align teams around shared priorities.
• Knowledge of complex rail operations and qualifications in management, logistics, business or a related discipline will be highly regarded.

Why join us?

At Pacific National we value the contribution of each team member. Our values underpin our commitment to create an inclusive culture where everyone is accepted.

Some of the benefits we offer are:

• Paid parental leave
• Novated leasing
• Fitness Passport
• Purchase leave program
• Access to our EAP program through Sonder

We live by our Values: Make it Simple, Share More, Kindness, Gratitude, Curiosity, and Own It – helping us build strong connections and do our best work every day.

Ready to deliver what matters?

Click ‘Apply Now’ and start your journey with Pacific National. Learn more at https://www.pacificnational.com.au/careers

Pacific National acknowledges the Traditional Custodians of the land on which we work, live and rail.