Service Operations Manager

Date: 18 May 2023

Location: Sydney, Australia

Company: inchcape

About Us

Subaru Australia is the exclusive Australian importer and distributor of Subaru vehicles manufactured by Subaru Corporation.

Subaru has been part of Australian family life since 1973 forging a proud history of getting families to where they need to be, no matter how rough the road. The brand has experienced impressive growth in Australia and now commands one of the greatest market shares of any major Subaru market worldwide. Subaru Australia vehicles have been exclusively All-Wheel Drive since 1998, except for the ultimate joy ride, rear-wheel drive BRZ that joined the range in 2012. Subaru has long been highly regarded for its performance technologies. From the rally stages to the highway, Subaru’s engineering and driving characteristics are focused on delivering a driving experience unlike any other, handling all road and weather conditions with ease, control and comfort. On the rally stages, conditions can change in an instant and a driver’s confidence in their car is paramount. While Subaru rally cars proudly carried the scars of uncompromising terrain, the lessons learned from their adventures inform the design philosophy for every Subaru – and it is this philosophy that has earned Subaru an enviable reputation for high-quality engineering, active and passive safety, reliability, a fun driving experience and value. To find out more, visit


About the Role

Reporting to the General Manager – Ownership experience, the primary purpose of the role is to manage the requirements of the Subaru Aftersales service operations:

  • Managing the Technical Team whose responsibility is to provide technical support to the dealer network plus testing and legal support to the Engineering Department, CRT and to visiting Subaru Corporation (SBR) engineers, as required.
  • Managing the Service Operations Specialist Team whose responsibility is to provide service operational support and coaching to the dealer network to deliver on Subaru Australia’s standards for service operations, commercial performance, and customer experience
  • Leading and managing all Recalls from a Service Operations perspective, working closely with the Warranty Department and Chief Engineer to ensure compliance
  • Working closely with the Regional Teams in relation to Service standards, SCR, NPS & Retail Operating Standards and creating action plans
  • Analysing performance of individual service operations
  • Monitoring and analysing dealer service business processes using NPS, SCR & Retail Operating Standards
  • Investigating customer and product issues and attend tribunals
  • Providing assistance to the Business Development Centre staff
  • Conducting on-site training within the dealer environment
  • Assisting the Training Department to identify and develop relevant training programs for service staff
  • Monitoring and ensuring dealer compliance with minimum service standards/company policies
  • Assisting in the appointment of new dealers from a service perspective, ensuring that the business meets with the minimum standards


Why join us?
Explore the range of benefits Inchcape offers its employees in recognition of their contribution to our success. A few are listed below and click here to learn more on our website.


  • Where possible, our flexible work policy helps support you in achieving a genuine work-life balance.
  • Enjoy more time doing that you love with additional days off including an extra 3 days of paid Family Leave every 3 years, plus 1 day each year of paid Volunteer Leave.
  • Access to our employee benefits program including company car rental program, discounts on vehicle purchases and services, free annual flu vaccination, corporate health care plan with Bupa, financial services support, company-paid salary continuance, Death and TPD insurance, and a comprehensive employee wellbeing program.


Want to know more about what it is like to work at Inchcape? Click here to discover more about our workplace culture.


About You

To be successful you will possess the following:

  • Experience in a similar role
  • Extensive exposure to the management and operations of vehicle service departments within a retail dealership environment or similar
  • Be technically competent in all areas of the modern motor vehicle
  • Strong leadership skills
  • Ability to perform routine structured planning and analysis
  • Excellent communication skills
  • Decision making and executional skills


Inclusion and Diversity
At Inchcape, we believe the true power of diversity cannot be realised without an inclusive culture and that talent is equally distributed across society. Inchcape is committed to creating an inclusive and diverse workplace where the power of our differences can be embraced and everyone feels they can belong, be themselves and succeed. As an equal opportunity employer, Inchcape actively encourages applicants from all identities, backgrounds, and experiences, helping ensure our workforce is representative of the global communities we operate in. Click here to learn more about our commitment to Inclusion and Diversity.


If you think you have what it takes, but don’t necessarily meet every single requirement, we encourage you to apply so we can have a conversation to see if you could be a great fit. If you have individual adjustments required to participate in the recruitment process, please notify us in your application or contact


We’re part of Inchcape
By joining Subaru you are joining Inchcape. Inchcape Australasia employs over 1,200 team members across Australia and New Zealand. As part of a global company, our purpose is to bring mobility to the world’s communities - for today, for tomorrow and for the better. Across Australia and New Zealand, we have a diverse portfolio spanning distribution, where we hold the custodianship for some of the worlds most recognised brands; fulfilment, where we are the market leader in integrated, omni-channel automotive fulfilment solutions; retail, where we deliver an exceptional experience at every stage of the customer journey and financial services, where we deliver the right financial services solution to our distribution brand networks, retail businesses and customers.


Our diverse and rich history inspires us to adopt a longer-term perspective contributing to a more sustainable and responsible automotive industry while generating a positive impact for our customers and community. Discover more about Inchcape at

Apply now!
If you this sounds like the role and company for you, we warmly invite you to apply today and take advantage of this great opportunity to be part of a leading global automotive company!


Please note that only short-listed candidates will be contacted. We take this opportunity to thank you for your interest in working with us.